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Duties

WHAT IS THE TS-TAXPAYER SERVICEDIVISION? 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: Taxpayer Services Service Centers Accounts Management The following are the duties of this position at the full working level. Plans, develops, and coordinates projects that impact multiple organizations throughout the business unit. Analyzes new or proposed regulations, or other authoritative guidance to determine impact on program operations and existing policies and procedures. Identifies and analyzes critical problems and issues and the timing and sequence of key program events and milestones. Anticipates any adverse impact on budget and/or work plans. Develops innovative solutions, documents findings and conclusions, and develops and delivers presentations. Supports the Senior Project Managers on all aspects of assigned projects. Ensures all project tracking and documentation aspects are completed accurately, thoroughly, and timely. Develops and manages the initial design of new program activities. Provides key input to leadership and team members. Coordinates and consults with all levels of the Service, on behalf of their respective organization. Represents the IRS interests and coordinates the impact of the projects with employees and managers in all affected areas within the Service and with individuals and organizations outside of the Service. Proactively consults with Senior Project Managers, business unit managers and leadership to identify/define customer needs and requirements relative to employee compliance with safety, security, incident, and emergency management protocol. Conducts in-depth analyses of assignments to gather and evaluate information to set specific goals/action plans aligning to the mission and strategies of the Agency, assesses problem areas. Conducts briefings and prepares comprehensive reports to keep managers and executives fully apprised of project plans and progress and to communicate findings and recommendations. Updates project control systems used by the business unit. Conducts reviews of projects/programs within the business unit's scope for their respective and business liaisons related to the IRA Strategic Operating Plan (SOP). Ensures that plans are consistent with Service goals and objectives. Supports the Senior Project Managers identifying project resources to meet goals and objectives and recommends adjustment of resources. Resolves any relationship problems or conflicts that impede progress. Plans, coordinates, establishes operating methods and procedures for accomplishing projects/programs. Directs the development and accomplishment of employee training relating to the project/programs. Conducts in-depth analysis of project data, requirements, and impact on overall objectives. Reviews, analyzes, makes recommendations, and/or develops contingency plans based on analyses and reports. Interprets policies and procedures to include implications of immediate and long-range activities. Identifies audit trends of activities for issue resolution and provides recommended courses of action to reverse unfavorable trends and determines best approach for addressing/resolving. 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: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-11 grade level in the Federal service. Specialized experience for this position includes: Experience maintaining and improving call center operations by monitoring system performance and identifying and resolving anomalies. Experience managing inbound/outbound calls from taxpayers in the call center environment using automated systems (e.g., Aceyus, ICM, ETD, VRU, CVP and IUP); Experience managing agents, agent skill groups, call applications and product lines to obtain targeted LOS goals; Experience applying the principles of management planning in order to develop new or revised procedures or products for assigned programs; Experience applying a wide range of analytical and evaluative methods in order to develop new approaches to existing programs such as Compliance and Accounts Management; Experience using oral communication to present plans and proposals to individuals and groups as well as experience writing communications to prepare written reports, disseminate policy information, and document findings and conclusions. Experience providing technical guidance. SPECIALIZED EXPERIENCE:GS - 13: You must have one 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 maintaining and improving call center operations by monitoring system performance, identifying and resolving anomalies, and preparing and completing action plans. Experience managing inbound/outbound calls from taxpayers in the call center environment using automated systems (e.g., Aceyus, ICM, ETD, VRU, CVP and IUP); Experience managing agents, agent skill groups, call applications and product lines to obtain targeted LOS goals; Experience applying the principles of management planning in order to develop new or revised procedures or products for assigned programs; Experience applying a wide range of analytical and evaluative methods in order to develop new approaches to existing programs such as Compliance and Accounts Management; Experience using oral communication to present plans and proposals to individuals and groups, including top-level managers and field employees, as well as experience writing communications to prepare comprehensive written reports, disseminate policy information, and document findings and conclusions. Experience providing technical guidance. 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 TS - CAS-Customer Account Services 1111 Constitution Ave NW Washington, DC 20224 US
• Name: (ERC) Employee Resource Center
• Phone: 866-743-5748