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Duties

WHAT IS THE WAGE AND INVESTMENTDIVISION? 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 (CAS) 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. Planning and carrying out difficult IT assignments, developing new methods, approaches and procedures. Providing advice and guidance to other organization employees on a wide range and variety of complex IT issues. Interpreting policies, standards, and guidelines. Evaluating and recommending the adoption of new or enhanced approaches to delivering IT services. Testing and optimizing the functionality of systems, networks, and data.

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: SPECIALIZED EXPERIENCE: GS-7 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-5 grade level in the Federal service. Experience must include Information Technology (IT) related experience that demonstrates each of the following four competencies: 1) Attention to Detail, 2) Customer Service, 3) Oral Communication and 4) Problem Solving. Specialized experience for this position includes: Interviewing subject-matter personnel to get facts regarding work processes and synthesizing the resulting data into charts showing information flow. Operating computer consoles where this involved choosing from among various procedures in responding to machine commands or unscheduled halts. Scheduling the sequence of programs to be processed by computers where alternatives had to be weighed with a view to production efficiency. Preparing documentation on cost/benefit studies where this involved summarizing the material and organizing it in a logical fashion. Working directly with customers in obtaining information needed to establish or change accounts. Translating detailed logical steps developed by others into language codes that computers accept where this required understanding of procedures and limitations appropriate to use of a programming language. In addition, specialized experience for this position must include experience providing telephonic technical support for e-file application to e-Services tax professionals. Examples of qualifying experience includes; professional customer services; create incident management tickets using the e-help Support System application and when necessary, escalate to appropriate provider group; identify out of scope calls and direct appropriately; and use knowledge management articles or equivalent for solutions to resolve issues raised by e-Services tax professionals. Experience with protecting personally identifiable information and following proper authentication and disclosure procedures when communicating with e-Services customers. Experience using the Aspect or equivalent convergence unified communications system to communicate with Electronic Return Originators (EROs) to troubleshoot and resolve eServices issues. Demonstrate professional oral and written communication skills to communicate with internal and external customers. Experience with performing compliance and/or criminal suitability checks for e-file participants. OR One year of graduate education at an accredited college or university in computer science, engineering, information science, information systems management, mathematics, operations research, statistics or technology management or in one or more of the fields identified above and required the development or adaption of applications, systems or networks. OR Superior Academic Achievement may be met by having a Bachelor's degree, with one of the following: A GPA of 3.0 or higher on a 4.0 scale for all completed undergraduate courses or those completed in the last 2 years of study, or a GPA of 3.5 or higher on a 4.0 scale for all courses in the major field of study or those courses in the major completed in the last 2 years of study, or rank in the upper one third of the class in the college, university, or major subdivision, or membership in a national honor society recognized by the Association of College Honor Societies. Note: Grade point averages should be rounded to one decimal point. For example, 2.95 is rounded to 3.0, and 2.94 is rounded to 2.9. If more than 10 percent of your undergraduate course work (credit hours) was taken on a pass/fail or similar basis, your claim must be based on class standing or membership in an Honor Society. OR At least one year of combined graduate education and experience as defined in paragraphs above. SPECIALIZED EXPERIENCE: GS-9 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-7 grade level in the Federal service: This experience must include Information Technology (IT) related experience that demonstrates each of the following four competencies: 1) Attention to Detail, 2) Customer Service, 3) Oral Communication and 4) Problem Solving. Specialized experience for this position includes: Experience in an IT field or work where the primary concern was the subject matter of the IT application. The assignments must have shown completion of the following, or the equivalent: Analysis of the interrelationships of pertinent components of the system. Planning the sequence of actions necessary to accomplish the assignment and Personal responsibility for at least a segment of the overall project. In addition, specialized experience for this position must include experience providing technical support to external e-Services tax professionals with resolving issues on an e-file application. Examples of qualifying experience includes; Create incident management tickets using the e-help Support System application and when necessary, escalate to appropriate provider group; research, troubleshoot and resolve e-Services application issues; and use knowledge management articles or equivalent, for solutions to resolve issues raised by e-Services tax professionals. Experience with protecting personally identifiable information and following proper authentication and disclosure procedures when communicating with e-Services customers. Experience with eHelp Support System (EHSS) OL5081 assignment and application approval, prepare documentation on cost/benefit studies where this involved summarizing the material and organizing it in a logical fashion; working directly with internal and external customers in obtaining information needed to establish or update accounts; translating detailed logical steps developed by others into language codes that computers accept where this required understanding of procedures and limitations appropriate to use of a programming language. Conduct confidence testing on e-Services applications updates and provide requirements for resolutions of issues. Demonstrate professional oral and written communication skills to communicate with internal and external customers. OR Master's or equivalent graduate degree or two full years of progressively higher-level graduate education leading to a master's or equivalent graduate degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics or technology management or in one or more of the fields identified above and required the development or adaption of applications, systems or networks. OR At least one year of combined graduate education and experience as defined in paragraphs above. Qualifications continued as described below: GS-11 Specialized Experience and Education and GS-12 Specialized Experience continued in Education section below. 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.

*Continued from Qualifications above:

SPECIALIZED EXPERIENCE: GS-11 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-9 grade level in the Federal service: This experience must include Information Technology (IT) related experience that demonstrates each of the following four competencies: 1) Attention to Detail, 2) Customer Service, 3) Oral Communication and 4) Problem Solving.
Specialized experience for this position includes: Experience that demonstrated an accomplishment of computer project assignments that required a range of knowledge of computer requirements and techniques.
For example, assignments would show experience in developing modifications to parts of a system that required significant revisions in the logic or techniques used in the original development. Must have been in an IT field or work where the primary concern was the subject matter of the IT application. The assignments must have shown completion of the following, or the equivalent: Knowledge of the customary approaches, techniques, and requirements appropriate to an assigned computer applications area or computer specialty area in an organization; planning the sequence of actions necessary to accomplish the assignment where this entailed coordination with others outside the organizational unit and development of project controls; adaptation of guidelines or precedents to the needs of the assignment.
In addition, specialized experience for this position must include experience with providing technical support for e-file application to e-Services tax professionals. Examples of qualifying experience includes; professional customer service to external customers; working directly with internal and external customers in obtaining information needed to establish or update information; create incident tickets using the e-help Support System (EHSS) application; experience researching, troubleshooting and resolving technical issues; escalation of out of scope issues; and use knowledge management articles or equivalent for solutions to resolve issues raised by e-Services tax professionals. Experience with EHSS OL5081 assignment and application approval, prepare documentation on cost/benefit studies where this involved summarizing the material and organizing it in a logical fashion; conduct confidence testing on eServices applications updates and provide requirements for resolutions of issues by translate detailed logical steps developed by others into language codes that computers accept. Experience with protecting personally identifiable information and following proper authentication and disclosure procedures when communicating with e-Services customers. Experience preparing and delivering e-Services level 2 training materials and lessons to an audience. Demonstrate professional oral and written communication skills to communicate with internal and external customers.
OR
A Ph.D. or equivalent doctoral degree or Three full years of progressively higher-level graduate education leading to a Ph.D. or equivalent doctoral degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics or technology management or in one or more of the fields identified above and required the development or adaption of applications, systems or networks.
OR
At least one year of combined graduate education and experience as defined in paragraphs above.

SPECIALIZED EXPERIENCE: GS-12 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-11 grade level in the Federal service: This experience must include Information Technology (IT) related experience that demonstrates each of the following four competencies: 1) Attention to Detail, 2) Customer Service, 3) Oral Communication and 4) Problem Solving.
Specialized experience for this position includes: Experience that demonstrates accomplishment of computer project assignments that required a wide range of knowledge of computer requirements and techniques pertinent to the position to be filled. This knowledge is generally demonstrated through assignments that required the ability to analyze a number of alternative approaches in the process of advising management concerning major aspects of IT system design. This would include defining what system interrelationships must be considered, or what operating mode, system software, and/or equipment configuration is most appropriate for a given project.

Qualifications continued as described below:
GS-12 Specialized Experience continued in Additional Information below.

Contacts

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