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Duties

WHAT IS THE ONLINESERVICESDIVISION?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, OS-DIGITAL PRODUCTS The following are the duties of this position at the full working level. Supports digital programs and projects through their full lifecycle, in support of the agency's missions and initiatives to improve customer experience. Works on the creative design and development of online products and services, including service design activities; develops business cases and works with business owners to develop and analyze requirements and define features; creates or documents user stories, epics, and acceptance criteria, conducts backlog grooming and prioritization, establishes milestones and priorities, identifying features and supporting development of products. Proposes hypotheses and success metrics. Writes test plans and moderator guides based on acceptance criteria and conducts testing. Develops, coordinates, modifies, and maintains product-specific roadmaps, documentation, and short and long-term 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. 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, customer satisfaction surveys, and the analyses of other; uses data to uncover trends, preferences and other information that can be used to experience. Communicates findings with team members to create common understanding. Meets with working group to define the goals and objectives of projects and programs; prepares comprehensive reports to keep 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 user testing research to better support the design and development of online interactions. Designs and customizes complex studies, data gathering efforts, or comprehensive reviews that provide information to assist Online Services' program areas, improve program delivery, and identify actual or potential problem areas impacting program operations and customer experience. Works to maximize IRS' reach acrossdigital platforms by continually analyzing and monitoring the everchanging landscape and making recommendations for staying on the leading edge. Uses expertise with written and oral communication to clearly communicate product vision, strategy, technical information, and status in plain language.

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-13 LEVEL: To be minimally qualified for this position you must have at least one year of specialized experience equivalent to the next lower level in the normal line of progression, GS-12. Specialized experience for this position includes: Experience analyzing, evaluating and making recommendations to problems affecting large websites. Experience planning and analyzing policy in the assessment and improvement of program effectiveness and management processes and systems. Experience using web publishing technologies, to create and publish content using a WYSIWYG editor or equivalent and hand coding and troubleshooting HTML markup. Experience with web best practices including search engine optimization, user experience, responsive platforms, cross browser platform testing and accessibility standards to ensure the website is optimized for the user experience. Experience producing and formatting web content, articles and other online content with attention to detail to perform quality assurance reviews. Experience developing websites and to discuss and resolve problems with appropriate experts, and to follow procedures governing the planning and delivery of web products and to make recommendations on critical issues affecting web production. Experience with oral and written communication to articulate findings and prepare reports. 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 - Digital Products 1111 Constitution Ave NW Washington, DC 20224 US
• Name: (ERC) Employee Resource Center
• Phone: 866-743-5748
• Email: [email protected]