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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: ONLINE SERVICES The following are the duties of this position at the full working level. Incumbent leads, manages, and/or supports digital programs and projects through their full lifecycle, in support of the agency's missions and initiatives to improve customer experience. Project specific requirements may include: problem definition and market opportunities; leading creative design and development of online products and services, including conducting elaboration, visioning and/or service design activities; developing business cases and working with business owners to develop and analyze requirements and define features; creating user stories and epics, establishing milestones and priorities, identifying features and supporting development of a minimum viable product; supporting business owners through the agile or other development process including sprint planning and backlog grooming; user testing, including defining acceptance criteria, guiding and informing key usability testing metrics, writing test plans and conducting testing; measuring and reporting on performance post- deployment, supporting business training, troubleshooting, and other operations and maintenance activities. Incumbent develops, coordinates, modifies and maintains product-specific roadmaps and project plans as assigned, incorporating studies, analysis/analytics, journey maps, and considering available resources, strategic goals, and business initiatives. Uses analysis to develop product portfolio strategies, product lifecycles and roadmaps that include performance tracking metrics and rationalization strategies. Establishes, understands, maintains, and analyzes digital business requirements and digital engagement of taxpayers, including the risks and opportunities presented by potential digital solutions. Bases decisions on data from a variety of sources including but not limited to Google Analytics and customer satisfaction surveys; uses data to uncover trends, preferences and other information that can be used to improve customer experience. Works closely with business representatives to create common understanding; communicates findings and recommendations to stakeholders. Meets with managers and stakeholders within and outside the Service to define the goals and objectives of projects and programs; negotiates with stakeholders across the Service to obtain resources and support; conducts briefings and prepares comprehensive reports to keep stakeholders and leadership advised of plans and progress. Incumbent is adept in all aspects of project planning, execution, and implementation, including integration of the customer experience into concept development, requirements gathering and analysis, identification of new methods, trends, and techniques, and using research to better support the design and development of online interactions. Leads, coordinates, and/or develops guidelines, procedures, and operational changes in support of the introduction of digital services into existing or new tax administration programs. Coordinates outreach across Online Services' stakeholders to review digital products and associated changes to policies, procedures, legislation, and operations to secure buy-in, document, and when necessary, to secure approval to implement elements of the Internal Revenue Manual.

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-14: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-13 grade level in the Federal service. Specialized experience for this position includes: Using analytical and evaluative methods to analyze facts, draw conclusions, and recommend solutions, in order to determine the extent of Online Services' compliance with new legislation and/or regulations. Experience with market research requirements, gathering and analysis, integration and utilization of analytics, and problem solving leading to the development of project roadmaps, project plans, business cases, and a minimum viable product (MVP) definition. Experience with emerging media and digital policies, products, and technologies, and how they can be used to improve digital customer experience. Experience with omni-channel communication strategies including collecting and sharing data between different online platforms. Experience with digital/multi-media marketing, in order to combine different forms of media to reach an audience and build brand recognition, using digital channels such as mobile, and/or social media. Experience with web analytic techniques to track and analyze data regarding web traffic to enable assessing and improving the customer experience of a website or application. Experience with data visualization techniques in order to communicate data or information clearly and efficiently to users. Experience using Federal standards related to plain language, commercial and Federal best practices for editorial techniques and digital communication principles related to content deployed through a digital platform. 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 1111 Constitution Ave NW Washington, DC 20224 US
• Name: (ERC) Employee Resource Center
• Phone: 866-743-5748
• Email: [email protected]