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Clarification from the agency
Open to U.S. Citizens/Nationals
WHAT IS THE Office of Online ServicesDIVISION?
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. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position.
- Define problems, design research studies, conduct qualitative and quantitative research and usability testing, evaluate findings and recommend evidence-based solutions. Track UX research needs and goals and work with site metrics tools to conduct quantitative analysis of user behaviors and investigate ways to improve the end-user interaction with computer programs to increase satisfaction, brand loyalty, and overall use.
- Conduct UX research identifying the probable causes of digital service experience variances. Select and apply the most effective UX methodology and applications and ensure that project and study teams use appropriate UX research and analysis methodologies appropriate to solving UX problems; determining the types of data to be collected, formulating study methodologies, assisting functional activities in the implementation of taxpayer segments and analyzing data.
- Conduct activities associated with running a usability study, such as recruiting and screening participants with or without participant incentive, scheduling sessions, and writing test plans and scripts. Participate in studies, panels, and teams focusing on Servicewide policy statements and other written guidelines and recommendations governing the development or modification of user experience designs, prototypes and specifications.
Conditions of Employment
- Must be a U.S. Citizen or National and provide proof of U.S. Citizenship. (Birth certificate showing birth in the U.S; Unexpired U.S. Passport; Certificate of Citizenship or Naturalization; or Report of Birth Abroad of a U.S. Citizen (Form FS-240))
- Undergo a review of prior performance/conduct and an income tax verification. Refer to "Get Your Tax Record" at http://www.irs.gov/(https://www.irs.gov/individuals/get-transcript) to check the status of your account, balance owed, payment history, make a payment, or review answers to tax questions. If you are not in compliance, you will be determined unsuitable for employment with IRS.
- Must successfully complete a background investigation, including a FBI criminal history record check (fingerprint check).
- Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency.
- Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form I-9. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S. These documents must be unexpired original or certified copies.
- Subject to a 1-year probationary period (unless already completed).
- Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer.
- If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so.
- We may select from this announcement or any other source to fill one or more vacancies. Additional jobs may be filled.
- The salary range indicated in this announcement reflects the minimum locality pay up to maximum locality pay for all duty locations listed. The range will be adjusted for selected duty location. General Schedule locality pay tables may be found under Salaries & Wages.
- This is a bargaining unit position.
- Tour of Duty: Full-time, Day shift
- Alternative work schedule, staggered work hours or telework may be available.
You must meet the following requirements by the closing date of this announcement:
SPECIALIZED EXPERIENCE: GS-09
To be minimally qualified for this position you must have at least one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-7 grade level in the Federal service. Specialized experience for this position includes: Analyzing, evaluating and planning processes and techniques to research and provide advice on the design, content creation and development strategies for the Web, mobile devices, and other digital taxpayer experiences. Experience using current UX based research solutions and analytical methods to provide improved user experience in navigating websites. Experience using new and emerging UX technologies to recommend alternatives and/or changes in methods, processes and techniques to present a consistent branded and user-centric digital experience. Experience conducting studies using journey mapping, service blueprints, user stories, eco system maps and personal development to help improve customer experience and new product capabilities. Experience using workload management techniques to establish priorities and manage deadlines. Preparing draft reports and other substantive guidelines and materials.
You may substitute education for specialized experience as follows:
Master's or equivalent graduate degree in a related field of study at an accredited college or university.
2 full years of progressively higher level graduate education leading to a degree in a related field of study.
LL.B. or J.D., if related.
SPECIALIZED EXPERIENCE: GS-11
To be minimally qualified for this position you must have at least one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-9 grade level in the Federal service. Specialized experience for this position includes: Analyzing, evaluating and planning processes and techniques to research and provide advice on the design, content creation and development strategies for the Web, mobile devices, and other digital taxpayer experiences. Experience using current UX based research solutions and analytical methods to provide improved user experience in navigating websites. Experience using new and emerging UX technologies to recommend alternatives and/or changes in methods, processes and techniques to present a consistent branded and user-centric digital experience. Experience conducting studies using journey mapping, service blueprints, user stories, eco system maps and personal development to help improve customer experience and new product capabilities. Experience using workload management techniques to establish priorities and manage deadlines. Preparing draft reports and other substantive guidelines and materials.
OR You may substitute education for specialized experience as follows:
Ph.D. or equivalent doctoral degree in a related field of study at an accredited college or university.
3 full years of progressively higher level graduate education leading to a Ph.D. degree in a related field of study.
LL.M., if related
SPECIALIZED EXPERIENCE: GS-12
To be minimally qualified for this position you must have at least one 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 using analytical, evaluative, and planning processes and techniques (quantitative and qualitative) to research and provide advice on the design, content creation and development strategies for the Web, mobile devices, and other digital taxpayer experiences. Experience Using current UX based research and analytics methods to conduct studies, deliver findings and advise management on service delivery or recommend changes including new policy or policy changes. Experience using new and emerging UX technologies to recommend alternatives and/or changes in methods, processes and techniques to present a consistent branded and user-centric digital experience. Using UX based research solutions to provide improved user experience in navigating websites. Experience identifying and assessing research needs to determine those that would be useful to audiences. Experience conducting studies using journey mapping, service blueprints, user stories, eco system maps and persona development to help improve customer experience and new product capabilities. Experience using workload management techniques to establish priorities and manage deadlines. Preparing draft reports and other substantive guidelines and materials to make recommendations to management.
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.
For more information on qualifications please refer to OPM's Qualifications Standards.
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.
If the position(s) are no longer needed prior to the closing date, this announcement may be closed early. This is an open continuous announcement which will be used to fill vacancies in the locations listed as they become available for the next 12 months contingent upon funding and space requirements. Applicants must apply and/or update their applications by 11:59 pm ET at the close of the following cutoff dates to be considered: Cutoff date(s): 6/12/23, 8/14/23, 10/16/23, 12/18/23, 2/19/24. This announcement may be amended to include additional cut-off dates within the 12-month period if needed, not later than 10 days prior to the additional cut-off date(s). Eligible applicants who apply by the initial cut-off date, will be referred in score order. If additional vacancies exist, remaining applicants will be considered in score order as needed. Selections from this announcement may be made no later than (NLT) 6/12/24.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
You will be evaluated for this job based on how well you meet the qualifications above.
Your application includes your resume, responses to the online questions, and required supporting documents. Please be sure that your resume includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your resume may result in a "not qualified" determination.
Rating: You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):
- Communication and Media
- Oral Communication
- Problem Solving
- Technical Competence
Category rating will be used to rank and select eligible candidates. If qualified, you will be assigned to one of two quality level categories, CAT A/B, CAT C depending on your responses to the online questions, regarding your experience, education, and training related to this position. Your rating may be lowered if your responses to the online questions are not supported by the education and/or experience described in your application.
If you are among the top qualified candidates, your application may be referred to a selecting official for consideration. Candidates, if required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring practices), will be interviewed in quality group order. We will not reimburse costs related to the interview such as travel to and from the interview site.
Veterans' preference is applied after applicants are assessed. Qualified preference eligibles who have a compensable service-connected disability of 10 percent or more (CPS, CP) are placed at the top of the highest category on the referral list (except for scientific or professional positions at the GS-9 level or higher). Remaining preference eligibles are placed above non-preference eligibles within their assigned category.
If you are a displaced or surplus Federal employee (eligible for the Career Transition Assistance Plan (CTAP)/Interagency Career Transition Assistance Plan (ICTAP)
, you must receive a rating of category C to be rated as "well qualified" to receive special selection priority.
The following documents are required and must be provided with your application. All application materials, including transcripts, must be in English.
Please note that if you do not provide all required information, as specified in this announcement, your application will be determined incomplete, and you will not be considered for this position (or may not receive the special consideration for which you may be eligible).
- Resume - Your resume MUST contain dates of employment (i.e., month/year to month/year or to present). To ensure you receive full credit for relevant experience, include the hours worked per week. We recommend that your resume not exceed 5 pages, only the first 5 pages will be reviewed to determine your eligibility/qualifications. If including Federal service experience, provide pay plan, series and grade, i.e. GS-0301-09. Your resume must NOT include photographs, inappropriate content, or personal information such as age, gender, religion, social security number. If your resume does not contain the required information specified, or contains prohibited information as listed above, your application will be determined incomplete, and you will not receive consideration for this position. (Cover letters are optional.) Please view Resume Tips.
- Online Application - Questionnaire
- Education - See Education Section above
- Registration/License (if applicable) - active, current registration/license
- Veterans' Preference (if applicable) - You MUST submit a copy of your DD-214 (Member 4 copy), or other official documentation from a branch of the Armed Forces or the Department of Veterans Affairs showing dates of service and type of discharge. If you are serving under active duty, provide certification from the Armed Forces that you will be discharged or released within 120 days from the date of certification. The certification must indicate your dates of service, rank and that you will be separated under honorable conditions. Submit an Application for 10-point Veteran Preference, SF-15, along with the required documentation listed on the back of the form if you are a 10-point preference eligible. For more information on veterans' preference view FedsHireVets.
- Career Transition Assistance Plan (CTAP) (if applicable) - You MUST submit the required documentation as outlined at: Career Transition Assistance Plan (CTAP). If you are an IRS CTAP eligible, you can apply for jobs within and outside the commuting area. If you are a Treasury CTAP eligible can apply for jobs within the commuting area.
- Interagency Career Transition Assistance Plan (ICTAP) (if applicable) - If you are a displaced or surplus Federal employee, click Interchange Career Transition Assistance Plan (ICTAP) for eligibility and a detailed list of required documents.
- High School Diploma (or equivalent) - If you are 16 or 17 years of age, you MUST submit documentation of graduation from high school (or equivalent); OR completion of a formal vocational training program; OR statement from school authorities agreeing with your decision to pursue employment rather than continuing your education.
The following instructions outline our application process. You must complete this application process and submit any required documents by 11:59 p.m. Eastern Time (ET) on 03/01/2024 and/or cut-off dates in this announcement. We are available to assist you during business hours (normally 8:00 a.m. - 4:00 p.m. ET, Monday - Friday). If applying online poses a hardship, please contact us by noon ET on 03/01/2024.
To preview the Application Questionnaire, please click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/11943725
- To begin the application process, click the "Apply Online" button.
- You will be re-directed to USA STAFFING to complete your application process; answer the online questions and submit all required documents. (To submit supporting documents, import documents from USAJOBS to the appropriate document types. If the document you need was not imported from USAJOBS, you may upload it directly into this application. To protect your privacy, we suggest you first remove your SSN).
- To complete, you must click the "Submit Application" button prior to 11:59 PM (ET) on 03/01/2024.
To update your application, including supporting documentation, at any time during the announcement open period, return to your USAJOBS account (https://my.usajobs.gov/Account/Login
). There you will find a record of your application, the application status, and an option to Update Application. This option will no longer be available once the announcement has closed.
To verify the status of your application both during and after the announcement open period, log into your USAJOBS account: https://my.usajobs.gov/Account/Login
. All of your applications will appear on the Welcome
page. The application record in your USAJOBS account provides an Additional Application Information
page that provides information regarding the documentation you submitted and any correspondence we have sent related to this application. The Application Status
will appear along with the date your application was last updated. For information on what each Application Status
means, visit: https://www.usajobs.gov/Help/how-to/application/status/
Treasury believes in a working environment that supports inclusion; please view our reasonable accommodation policies and procedures at https://www.jobs.irs.gov/midcareer/reasonable-accommodation.html. We provide reasonable accommodation to applicants with disabilities on a case-by-case basis; contact us if you require this for any part of the application and hiring process.
Once your application package and online questionnaire is received you will receive an acknowledgement email. You are responsible for checking status updates and notifications in USAJOBS. Hard copy notifications will not be sent to you. You may check the status of your application for this position at any time by logging onto the USAJOBS "My Account" tab and clicking on "Application Status." For a more detailed update of your application status, you may click on "more information." Please notify us if your contact information changes after the closing date of the announcement. If your email mailbox is full or blocked (SPAM) you may not receive important communication that could affect your consideration for this position.