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Duties

WHAT IS THE HQ - HEADQUARTERS 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: Direct File The following are the duties of this position at the full working level. Serves as subject matter expert and advisor across the Service, including all levels of leadership and staff on improving digital services development and implementation of Direct File information technology systems standards and policies, and customer experience products, directly reporting to the CIR complex. Leads the implementation and refinement of the digital services framework and strategy, formulating, applying, and implementing principles based on broad architectural guidance, building on industry best practices and lessons learned to transform the internal and external customer experiences to create best in class Direct File information systems and customer experience products. Sets the framework to build Direct File information technology systems and customer experience products, manages workload, resources, and priorities in alignment with the Strategic Plan. Leads, guides, and facilitates complex, cross-organization, cross-functional projects and engage partners across the Service in efforts to improve understanding of customer needs, identify and assess internal customer experience product pain points and areas of potential improvement: and leverages deep user understanding with the goal of improving the customer experience. Develops a Direct File information technology system and customer experience products internal infrastructure with interdisciplinary teams to address consistent, clear and intuitive customer interactions to develop a high-quality experience for the CIR complex. Incumbent performs a wide range of technical input and oversight tasks comparable to all or nearly all the following where work is contracted out - Analyzes benefits and costs of accomplishing work in-house versus contracting; recommend whether to contract; Provide technical requirements and descriptions of the work to be accomplished; Plan and establish the work schedules, deadlines, and standards for acceptable work; coordinate and integrate contractor work schedules and processes with work of subordinates or others; Track progress and quality of performance; arrange for subordinates to conduct any required inspections; and Decide on the acceptability, rejection, or correction of work products or services, and similar matters which may affect payment to the contractor. Understands, evaluates, monitors, and measures the development and execution of solutions to improve internal and external customer experiences across critical touchpoints. Design methods drawn from human centered design and other disciplines as appropriate to enable problem solving and effective execution of the IRS strategies and improvements to operations. Develops, implements, and manages Direct File information technology information systems and customer experience products and best practices, including establishing standards. Considers the implications of emerging technological developments, economic and social trends, in the development of process and quality improvement best practices and methodologies. Ensures that systems/processes are developed with quality to deliver value to customers and achieve the desired organizational results, including increased productivity, effectiveness, and sustainability. Conducts planning, development, coordination, and implementation of Direct File information technology systems and customer experience products and taxpayer experience products that impact multiple organizations and/or IRS locations. Provides key input to leadership and team members and ensures all project tracking and documentation aspects are completed accurately, thoroughly, and timely. Conducts and manages periodic audits of quality requirements. Analyzes audit results to ensure appropriate quality standards and operational definitions are in place. Prepares and delivers formal audit reports. Monitors and reports on the outputs from the quality assurance and audit processes. Establish and maintains metrics for making decisions for improved customer experience and interface with Direct File information technology systems and products; measure, monitor and analyze metrics to ensure IRS is investing time and money on Direct File information technology systems, customer experience activities, and initiatives with the highest impact to customer segments. Performs other duties, as assigned.

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 LEVEL: 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: Experience with professional engineering, computer hardware, system software, and computer system architecture and integration to direct the work of a group of Professional Computer Engineers and Cloud Architects technically and administratively. Experience with computer system design principles and computer development methodologies to validate architecture and design. Experience with the design and conduct of comprehensive management studies where the boundaries of the studies are extremely broad and difficult to determine in advance to identify objectives and proposing solutions to problems that are characterized by progressiveness, importance, and severity, and for which previous studies and established management techniques have not been established. Experience with a wide range of qualitative and/or quantitative methods for the assessment and improvement of program effectiveness or the improvement of complex management processes and systems. 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