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Duties

WHAT IS THE ONLINE SERVICES DIVISION? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions 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 improve customer 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.

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-13 You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-12 grade level in the Federal service. Specialized experience for this position includes: Experience with market research, requirements gathering and analysis, integration and utilization of analytics, measures, and metrics in problem solving to support the development of product roadmap(s), project plans, business case(s), and minimum viable product (MVP) definition. Experience with analytical techniques, principles, concepts, theories, and evaluative methods sufficient to analyze facts, draw conclusions, and recommend solutions, conduct analysis of market conditions, and determine actions to support improved taxpayer experience and compliance with legislation, regulations, or initiatives. Experience with analytical and evaluative methods to research emerging technologies and provide advice on design, content creation, and development strategies for digital platforms, including mobile devices. Experience with web analytic techniques to analyze data regarding web traffic to improve the customer experience of a website or application, and experience communicating data and information clearly and efficiently to partners, stakeholders, and end users. Experience applying Agile principles in the design and development of customer experiences using methodologies such as Scrum, Scaled Agile Framework (SAFe), and Large Scale Scrum (LeSS). Experience using Federal standards related to plain language, commercial and Federal best practices for editorial techniques and digital communication principles related to content used on digital platforms. 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 (Section 3, Explanation of Terms) or 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]