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Duties

WHAT IS THE ONLINE SERVICESDIVISION? 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: OS - User Experience Services 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. Assist higher graded Researchers with defining problems, design research studies, conduct qualitative and quantitative research and usability testing, evaluate findings and recommend evidence-based solutions. Track UX research needs and goals and work with site metrics tools to conduct quantitative analysis of user behaviors and investigate ways to improve the end-user interaction with computer programs to increase satisfaction, brand loyalty, and overall use. Under the direction of higher graded Researchers conduct UX research identifying the probable causes of digital service experience variances. Work with research teams to recommend and apply the most effective UX methodology and applications; work with research teams to determine the types of data to be collected, formulate study methodologies, and assist functional activities in the implementation of taxpayer segments and analyzing data. Collaborate and assist in activities associated with running a usability study, such as recruiting and screening participants with or without participant incentive, scheduling sessions, and writing test plans and scripts. Participate in studies, panels, and teams focusing on Servicewide policy statements and other written guidelines and recommendations governing the development or modification of user experience designs, prototypes and specifications. Support, design, monitor and measure UX initiatives. Participate in meetings with stakeholders to determine research needs and assist in defining research goals and drafting research plans. Assist in the development of support and tools (technical and policy) for implementing a common user experience by researching user experience services, based upon private and public sector best practices and participate in testing the success of established agency-wide standards.

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-timework 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: SPECIALIZED EXPERIENCE: GS-09 To be minimally qualified for this position you must have at least one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-7 grade level in the Federal service. Specialized experience for this position includes: Analyzing, evaluating and planning processes and techniques to research and provide advice on the design, content creation and development strategies for the Web, mobile devices, and other digital taxpayer experiences. Experience using current UX based research solutions and analytical methods to provide improved user experience in navigating websites. Experience using new and emerging UX technologies to recommend alternatives and/or changes in methods, processes and techniques to present a consistent branded and user-centric digital experience. Experience conducting studies using journey mapping, service blueprints, user stories, eco system maps and personal development to help improve customer experience and new product capabilities. Experience using workload management techniques to establish priorities and manage deadlines. Preparing draft reports and other substantive guidelines and materials. OR you may substitute education for specialized experience as follows: Master's or equivalent graduate degree in a related field of study at an accredited college or university. OR 2 full years of progressively higher level graduate education leading to a degree in a related field of study. OR LL.B. or J.D., if related. SPECIALIZED EXPERIENCE: GS-11 To be minimally qualified for this position you must have at least one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-9 grade level in the Federal service. Specialized experience for this position includes: Analyzing, evaluating and planning processes and techniques to research and provide advice on the design, content creation and development strategies for the Web, mobile devices, and other digital taxpayer experiences. Experience using current UX based research solutions and analytical methods to provide improved user experience in navigating websites. Experience using new and emerging UX technologies to recommend alternatives and/or changes in methods, processes and techniques to present a consistent branded and user-centric digital experience. Experience conducting studies using journey mapping, service blueprints, user stories, eco system maps and personal development to help improve customer experience and new product capabilities. Experience using workload management techniques to establish priorities and manage deadlines. Preparing draft reports and other substantive guidelines and materials. OR you may substitute education for specialized experience as follows: Ph.D. or equivalent doctoral degree in a related field of study at an accredited college or university. OR 3 full years of progressively higher level graduate education leading to a Ph.D. degree in a related field of study. OR LL.M., if related SPECIALIZED EXPERIENCE: GS-12 To be minimally qualified for this position you must have at least one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-11 grade level in the Federal service. Specialized experience for this position includes: Experience using analytical, evaluative, and planning processes and techniques (quantitative and qualitative) to research and provide advice on the design, content creation and development strategies for the Web, mobile devices, and other digital taxpayer experiences. Experience Using current UX based research and analytics methods to conduct studies, deliver findings and advise management on service delivery or recommend changes including new policy or policy changes. Experience using new and emerging UX technologies to recommend alternatives and/or changes in methods, processes and techniques to present a consistent branded and user-centric digital experience. Using UX based research solutions to provide improved user experience in navigating websites. Experience identifying and assessing research needs to determine those that would be useful to audiences. Experience conducting studies using journey mapping, service blueprints, user stories, eco system maps and persona development to help improve customer experience and new product capabilities. Experience using workload management techniques to establish priorities and manage deadlines. Preparing draft reports and other substantive guidelines and materials to make recommendations to management. For more information on qualifications please refer to OPM's Qualifications Standards.

Education

For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. An official transcript will be required if you are selected.

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 OLS - User Experience Services 1111 Constitution Ave NW Washington, DC 20224 US
• Name: IRS Kansas City External
• Email: [email protected]