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Duties

WHAT IS THE WAGE AND INVESTMENT DIVISION? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Vacancies will be filled in the following specialty areas: Wage & Investment, Customer Account Services, Joint Operations Center, Program Management Office The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position. Serves as an expert analyst responsible for developing and/or interpreting guidance on program planning, execution, and evaluation. Leads or serves as a team analyst or advisor overseeing team members, project leaders, and/or project support personnel. Prepares directives, issuances, memoranda, policy statements, legislative proposals, and other written guidelines and recommendations to introduce new initiatives and to recommend effective operations consistent with policies and objectives. Develops long-range program plans, goals, objectives, and milestones. Identifies and develops ways to resolve or address issues which directly affect the accomplishment of principal program goals and objectives.

Requirements

Qualifications

Federal experience is not required. The experience may have been gained in the public sector, private sector or Volunteer Service. One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume. You must meet the following requirements by the closing date of this announcement: GS-13 SPECIALIZED EXPERIENCE: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-12 grade level in the Federal service. Specialized experience includes: Experience with a wide range of analytical and evaluative methods and techniques, both qualitative and quantitative; Experience with budgeting methods and techniques to prepare analyses and estimates; Oral communication techniques to present findings, deliver briefings, and negotiate solutions to disputed recommendations; Experience with IRS Contact Center Environment or equivalent experience with other call center operations, including but not limited multi-channel services such as live and automated telephone services, web services, digital chat, co-browsing, and chatbots; Experience with contact center management tools such as contact recording, workforce management, call center performance reporting, and quality metrics; Experience with project management principles to manage project deliverables, business requirements, issue tracking, resource planning and risk management; including experience with IT related project management; Experience with IRS Enterprise Life Cycle or other project life cycle phases, including experience creating project artifacts. AND MEET TIME IN GRADE (TIG) REQUIREMENT: Under merit promotion procedures, Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions contained in 5 CFR 300, Subpart F. Time is credited based on calendar time served in a grade, regardless of the number of days or hours worked. If you currently hold or have previously held a position at the same (or equivalent) or higher grade/level in the Federal government as of this announcement, you will meet the TIME IN GRADE REQUIREMENTS. AND TIME AFTER COMPETITIVE APPOINTMENT: By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens". For more information on qualifications please refer to OPM's Qualifications Standards.

Education

A copy of your transcripts or equivalent documentation is required for positions with an education requirement, or if you are qualifying based on education or a combination of education and experience. An official transcript will be required if you are selected. If the position has specific education requirements and you currently hold, or have previously held, a position in the same job series with the IRS, there is no need to submit a transcript or equivalent at this time. Applicants are encouraged, but are not required, to submit an SF-50 documenting experience in a specific series.

A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page.

FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here for Foreign Education Credentialing instructions.

Contacts

• Address WI - CAS-Customer Account Services 1111 Constitution Ave NW Washington, DC 20224 US
• Name: (ERC) Employee Resource Center
• Phone: 866-743-5748