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Duties

WHAT IS THE HEADQUARTERS (HQ)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: HQ - Direct File The following are the duties of this position at the full working level. Provides support to the Senior Customer Experience Product Developer on all aspects of assigned projects improving customer experience products. Plans the customer experience products framework and strategy, building on industry best practices and lessons learned to transform the internal and external customer. Develops initial customer experience products internal infrastructure with interdisciplinary teams to address consistent, clear, and intuitive customer interactions to develop a high-quality experience. Evaluates and monitors measures and solutions to improve internal and external customer experiences across critical touchpoints. Plans, designs, coordinates, and recommends customer experience products and taxpayer experience products that impact multiple organizations and IRS locations. Provides key input to Senior customer Experience Product Developer and team members and ensures all project tracking and documentation aspects are completed accurately, thoroughly, and timely. This position has career progression. If you are selected at a grade level lower than the full working level, you may be non-competitively promoted as your career progresses. For example, you may be hired as a GS-05, but if the position has career progression to GS-11, then you may move from a GS-05 to a GS-11 in as little as three years.

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-12 LEVEL: To be minimally qualified for this position you must have at least one year of specialized experience equivalent to the next lower grade level (GS-11) in the Federal Government. Specialized experience includes: Experience assisting with program/project management analytical and evaluative methods, techniques, and tools, both qualitative and quantitative. Experience assisting on projects or studies and evaluating data results to develop and recommend strategies and solutions. Experience working effectively in a team environment to accept and implement organization-wide recommendations. Experience with verbal and written communication skills sufficient to organize and summarize information and document or articulate problems, issues, outcomes, and recommendations. Experience with preparing reports, presentations, and/or briefings. 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 grade level (GS-12) in the Federal Government. Specialized experience includes: Experience with program/project management analytical and evaluative methods, techniques, and tools, both qualitative and quantitative. Experience working on projects or studies of broad scope and evaluating data results to develop and recommend strategies and solutions. Experience working effectively in a team environment to accept and implement organization-wide recommendations. Experience with verbal and written communication skills sufficient to organize and summarize large amounts of information and document or articulate problems, issues, outcomes, and recommendations, and prepare reports, presentations, and/or briefings. AND MEET TIME IN GRADE (TIG) REQUIREMENT: You must meet applicable TIG requirements to be considered eligible. To meet TIG for positions above the GS-05 grade level, you must have served at least one year (52 weeks) at the next lower grade (or equivalent) in the normal line of progression for the position you are applying to. Advancement to positions up to GS-05 is permitted if the position to be filled is no more than two grades above the lowest grade held within the preceding 52 weeks. 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 (Section 3, Explanation of Terms) or here for Foreign Education Credentialing instructions.

Contacts

• Address HQ - Direct File 1111 Constitution Ave NW Washington, DC 20224 US
• Name: (ERC) Employee Resource Center
• Phone: 866-743-5748