<h5 class="usajobs-joa-section--pilot__header usajobs-joa-section--beta__header">Duties</h5>
 
 WHAT IS THE ONLINE SERVICES DIVISION? 
A description of the business units can be found at: 
 
The following are the duties of this position at the full working level.
<ul>
	<li>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.</li>
	<li>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.</li>
	<li>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.</li>
	<li>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.</li>
	<li>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.</li>
</ul>
 
 
 
 <h5 class="usajobs-joa-section--pilot__header usajobs-joa-section--beta__header">Requirements</h5>
 <h5> Conditions of Employment</h5>
 
 <ul>
	<li>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))</li>
	
	
	
	
	
</ul>
 
 
 <h5> Qualifications</h5>
 
 Federal experience is not required. The experience may have been gained in the public sector, private sector or 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 .
 
 
 
 <h5>Education</h5>
 
 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 . 
 
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 (Section 3, Explanation of Terms) or for Foreign Education Credentialing instructions.
 
 
 
 <h5>Additional information</h5>
 
 <ul>
	<li>Subject to a 1-year probationary period (unless already completed). Note: Current Federal employees may be required to serve a new probationary period (5 CFR 315.802(b)).</li>
	<li>Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer.</li>
	
	<li>We may select from this announcement or any other source to fill one or more vacancies. Additional jobs may be filled.</li>
	
	<li>This is a bargaining unit position.</li>
	<li>Tour of Duty: Day Shift - Start and stop times between 6:00 a.m. and 6:00 p.m.</li>
	<li>Alternative work schedule, staggered work hours or telework may be available.</li>
	<li>In the event that a building is closed due to rent management, new hires may be placed in a local commuting location.</li>
	<li>Telework Eligible Positions: Telework eligible positions do not guarantee telework. Employees must meet and sustain IRS telework eligibility requirements (e.g., reporting at least twice a pay period to your assigned Post of Duty (POD)) and supervisor's approval to participate in the IRS Telework Program. Employees must also be within a 200-mile radius of their official assigned post-of-duty (POD) while in a telework status. As a reminder - If you are selected for a position, you are responsible for reporting to your designated POD (location) on the negotiated start date or as directed by management.</li>
	<li>The employment of any candidate selected for this position, including a current employee or a new hire, selected for this position may be conditional upon classification and/or audit of federal tax returns. This audit may include up to 2 years of returns.</li>
	<li>Relocation expenses - no</li>
	<li>Obtain and use a Government-issued charge card for business-related travel.</li>
</ul>
For more information regarding Union Representation click here: 
 
 
 
 
 <ul class="usa-accordion-bordered accordion-margin">
 <li>
 
 
 
 
 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. .
 
 
 
 
 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.
 
 
 </li>
 </ul>
 
 
 
 <h5 class="usajobs-joa-section--pilot__header">Required Documents</h5>
 
 The following documents are required and must be provided with your application. All application materials, including transcripts, must be in English.

<ol>
	
	<li>Online Application - Questionnaire</li>
	<li>Education - See Education Section above</li>
	<li>Registration/License (if applicable) - active, current registration/license</li>
	
	
	
	<li>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.</li>
</ol>
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).
 
 
 
 
 <h5 class="usajobs-joa-section--pilot__header">How to Apply</h5>
 
 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 09/04/2024 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 09/04/2024. 
 
To preview the Application Questionnaire, please click the following link: 
<ul>
	<li>To begin the application process, click the "Apply Online" button.</li>
	<li>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).</li>
	<li>To complete, you must click the "Submit Application" button prior to 11:59 PM (ET) on 09/04/2024.</li>
</ul>
To update your application, including supporting documentation, at any time during the announcement open period, return to your USAJOBS account (). 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: . 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: .


 
 
 
 <h5 class="usajobs-joa-agency--v1-5__contact-info">Agency contact information</h5>

 
 (ERC) Employee Resource Center


 
 
 Phone
 
 
 
 Email
 
 
 
 Website
 
 
 
 
 
 Address
 
 
 OLS - Digital Products 
 1111 Constitution Ave NW 
 Washington, DC 20224 
 US
 
 
 
 



 
 <h5>Next steps</h5>
 
 Treasury believes in a working environment that supports inclusion; to review reasonable accommodation policies and procedures please visit . 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.
 
 
 
 <h5 class="usajobs-joa-section--pilot__header">Fair & Transparent</h5>
 
 The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

Duties WHAT IS THE ONLINE SERVICES DIVISION? A description of the business units can be found at: The following are the duties of this position at the full working level. <ul> <li>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. </li> <li>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. </li> <li>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. </li> <li>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. </li> <li>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. </li> </ul>Requirements Conditions of Employment <ul><li>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)) </li> </ul>Qualifications Federal experience is not required. The experience may have been gained in the public sector, private sector or 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 . 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 . 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 (Section 3, Explanation of Terms) or for Foreign Education Credentialing instructions. Additional information <ul><li>Subject to a 1-year probationary period (unless already completed). Note: Current Federal employees may be required to serve a new probationary period (5 CFR 315.802(b)). </li> <li>Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer. </li> <li>We may select from this announcement or any other source to fill one or more vacancies. Additional jobs may be filled. </li> <li>This is a bargaining unit position. </li> <li>Tour of Duty: Day Shift - Start and stop times between 6:00 a.m. and 6:00 p.m. </li> <li>Alternative work schedule, staggered work hours or telework may be available. </li> <li>In the event that a building is closed due to rent management, new hires may be placed in a local commuting location. </li> <li>Telework Eligible Positions: Telework eligible positions do not guarantee telework. Employees must meet and sustain IRS telework eligibility requirements (e.g., reporting at least twice a pay period to your assigned Post of Duty (POD)) and supervisor's approval to participate in the IRS Telework Program. Employees must also be within a 200-mile radius of their official assigned post-of-duty (POD) while in a telework status. As a reminder - If you are selected for a position, you are responsible for reporting to your designated POD (location) on the negotiated start date or as directed by management. </li> <li>The employment of any candidate selected for this position, including a current employee or a new hire, selected for this position may be conditional upon classification and/or audit of federal tax returns. This audit may include up to 2 years of returns. </li> <li>Relocation expenses - no </li> <li>Obtain and use a Government-issued charge card for business-related travel. </li> </ul>For more information regarding Union Representation click here: <ul class="usa-accordion-bordered accordion-margin"><li> 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. . 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. </li> </ul> Required Documents The following documents are required and must be provided with your application. All application materials, including transcripts, must be in English. <ol><li>Online Application - Questionnaire </li> <li>Education - See Education Section above </li> <li>Registration/License (if applicable) - active, current registration/license </li> <li>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. </li> </ol> 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). How to Apply 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 09/04/2024 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 09/04/2024. To preview the Application Questionnaire, please click the following link: <ul><li>To begin the application process, click the "Apply Online" button. </li> <li>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). </li> <li>To complete, you must click the "Submit Application" button prior to 11:59 PM (ET) on 09/04/2024. </li> </ul> To update your application, including supporting documentation, at any time during the announcement open period, return to your USAJOBS account (). 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: . 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: . Agency contact information (ERC) Employee Resource Center Phone Email Website Address OLS - Digital Products 1111 Constitution Ave NW Washington, DC 20224 US Next steps Treasury believes in a working environment that supports inclusion; to review reasonable accommodation policies and procedures please visit . 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. Fair & Transparent The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

WHAT IS THE ONLINE SERVICES DIVISION?
A description of the business units can be found at:
Vacancies will be filled in the following specialty areas:
ONLINE SERVICES
The following are the duties of this position at the full working level.
Incumbent leads, manages, and/or supports digital programs and projects through their full lifecycle, in support of the agency's missions and initiatives to improve customer experience. Project specific requirements may include: problem definition and market opportunities; leading creative design and development of online products and services, including conducting elaboration, visioning and/or service design activities; developing business cases and working with business owners to develop and analyze requirements and define features; creating user stories and epics, establishing milestones and priorities, identifying features and supporting development of a minimum viable product; supporting business owners through the agile or other development process including sprint planning and backlog grooming; user testing, including defining acceptance criteria, guiding and informing key usability testing metrics, writing test plans and conducting testing; measuring and reporting on performance post-deployment, supporting business training, troubleshooting, and other operations and maintenance activities.
Incumbent develops, coordinates, modifies and maintains product-specific roadmaps and 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. Establishes, understands, maintains, and 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 and customer satisfaction surveys; uses data to uncover trends, preferences and other information that can be used to improve customer experience. Works closely with business representatives to create common understanding; communicates findings and recommendations to stakeholders.
Meets with managers and stakeholders within and outside the Service to define the goals and objectives of projects and programs; negotiates with stakeholders across the Service to obtain resources and support; conducts briefings and prepares comprehensive reports to keep stakeholders and 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 using research to better support the design and development of online interactions.
Leads, coordinates, and/or develops guidelines, procedures, and operational changes in support of the introduction of digital services into existing or new tax administration programs. Coordinates outreach across Online Services' stakeholders to review digital products and associated changes to policies, procedures, legislation, and operations to secure buy-in, document, and when necessary, to secure approval to implement elements of the Internal Revenue Manual.
Incumbent uses expertise with written and oral communications to negotiate and persuade business partners and stakeholders to adopt digital strategies, and to clearly communicate product vision and strategy.
Designs and undertakes complex management studies, initiatives, or data gathering efforts 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.
Conditions of Employment
Must be a U.S. Citizen or National and provide proof of U.S. Citizenship.
Qualifications
Federal experience is not required. The experience may have been gained in the public sector, private sector or 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-14 : 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:
Using analytical and evaluative methods to analyze facts, draw conclusions, and recommend solutions, in order to determine the extent of Online Services' compliance with new legislation and/or regulations.
Experience with market research requirements, gathering and analysis, integration and utilization of analytics, and problem solving leading to the development of project roadmaps, project plans, business cases, and a minimum viable product (MVP) definition.
Experience with emerging media and digital policies, products, and technologies, and how they can be used to improve digital customer experience.
Experience with omni-channel communication strategies including collecting and sharing data between different online platforms.
Experience with digital/multi-media marketing, in order to combine different forms of media to reach an audience and build brand recognition, using digital channels such as mobile, and/or social media.
Experience with web analytic techniques to track and analyze data regarding web traffic to enable assessing and improving the customer experience of a website or application.
Experience with data visualization techniques in order to communicate data or information clearly and efficiently to users.
Experience using Federal standards related to plain language, commercial and Federal best practices for editorial techniques and digital communication principles related to content deployed through a digital platform.
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.
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.
Additional information
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.
We may select from this announcement or any other source to fill one or more vacancies.
This is a bargaining unit position.
Tour of Duty: Day Shift - Start and stop times between 6:00 a.m. and 6:00 p.m.
Alternative work schedule, staggered work hours or telework may be available.
Relocation expenses - no.
Obtain and use a Government-issued charge card for business-related travel.
Required Documents
The following documents are required and must be provided with your application. All application materials, including transcripts, must be in English.
Online Application - Questionnaire
Education - See Education Section above
Registration/License (if applicable) - active, current registration/license
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.
How to Apply
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 08/22/2024. We are available to assist you during business hours (normally 8:00 a.m. - 4:00 p.m. ET, Monday - Friday).
To preview the Application Questionnaire, please click the following link:
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 complete , you must click the "Submit Application" button prior to 11:59 PM (ET) on 08/22/2024.
Agency contact information
(ERC) Employee Resource Center
Phone
Email
Website
Address
OLS - Digital Products
1111 Constitution Ave NW
Washington, DC 20224
US
Next steps
Treasury believes in a working environment that supports inclusion; to review reasonable accommodation policies and procedures please visit.
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.
Fair & Transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

#J-18808-Ljbffr

WHAT IS THE ONLINE SERVICES DIVISION?
A description of the business units can be found at:
Vacancies will be filled in the following specialty areas:
ONLINE SERVICES
The following are the duties of this position at the full working level:
Incumbent leads, manages, and/or supports digital programs and projects through their full lifecycle, in support of the agency's missions and initiatives to improve customer experience. Project specific requirements may include: problem definition and market opportunities; leading creative design and development of online products and services, including conducting elaboration, visioning and/or service design activities; developing business cases and working with business owners to develop and analyze requirements and define features; creating user stories and epics, establishing milestones and priorities, identifying features and supporting development of a minimum viable product; supporting business owners through the agile or other development process including sprint planning and backlog grooming; user testing, including defining acceptance criteria, guiding and informing key usability testing metrics, writing test plans and conducting testing; measuring and reporting on performance post-deployment, supporting business training, troubleshooting, and other operations and maintenance activities.
Incumbent develops, coordinates, modifies and maintains product-specific roadmaps and 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. Establishes, understands, maintains, and 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 and customer satisfaction surveys; uses data to uncover trends, preferences and other information that can be used to improve customer experience. Works closely with business representatives to create common understanding; communicates findings and recommendations to stakeholders.
Meets with managers and stakeholders within and outside the Service to define the goals and objectives of projects and programs; negotiates with stakeholders across the Service to obtain resources and support; conducts briefings and prepares comprehensive reports to keep stakeholders and 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 using research to better support the design and development of online interactions.
Leads, coordinates, and/or develops guidelines, procedures, and operational changes in support of the introduction of digital services into existing or new tax administration programs. Coordinates outreach across Online Services' stakeholders to review digital products and associated changes to policies, procedures, legislation, and operations to secure buy-in, document, and when necessary, to secure approval to implement elements of the Internal Revenue Manual.
Incumbent uses expertise with written and oral communications to negotiate and persuade business partners and stakeholders to adopt digital strategies, and to clearly communicate product vision and strategy.
Designs and undertakes complex management studies, initiatives, or data gathering efforts 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
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))
Qualifications
Federal experience is not required. The experience may have been gained in the public sector, private sector or 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-14 : 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:
Using analytical and evaluative methods to analyze facts, draw conclusions, and recommend solutions, in order to determine the extent of Online Services' compliance with new legislation and/or regulations.
Experience with market research requirements, gathering and analysis, integration and utilization of analytics, and problem solving leading to the development of project roadmaps, project plans, business cases, and a minimum viable product (MVP) definition.
Experience with emerging media and digital policies, products, and technologies, and how they can be used to improve digital customer experience.
Experience with omni-channel communication strategies including collecting and sharing data between different online platforms.
Experience with digital/multi-media marketing, in order to combine different forms of media to reach an audience and build brand recognition, using digital channels such as mobile, and/or social media.
Experience with web analytic techniques to track and analyze data regarding web traffic to enable assessing and improving the customer experience of a website or application.
Experience with data visualization techniques in order to communicate data or information clearly and efficiently to users.
Experience using Federal standards related to plain language, commercial and Federal best practices for editorial techniques and digital communication principles related to content deployed through a digital platform.
For more information on qualifications please refer to.
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.
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 (Section 3, Explanation of Terms) or for Foreign Education Credentialing instructions.
Additional information
Subject to a 1-year probationary period (unless already completed). Note: Current Federal employees may be required to serve a new probationary period (5 CFR 315.802(b)).
Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer.
We may select from this announcement or any other source to fill one or more vacancies. Additional jobs may be filled.
This is a bargaining unit position.
Tour of Duty: Day Shift - Start and stop times between 6:00 a.m. and 6:00 p.m.
Alternative work schedule, staggered work hours or telework may be available.
In the event that a building is closed due to rent management, new hires may be placed in a local commuting location.
Telework Eligible Positions: Telework eligible positions do not guarantee telework. Employees must meet and sustain IRS telework eligibility requirements (e.g., reporting at least twice a pay period to your assigned Post of Duty (POD)) and supervisor's approval to participate in the IRS Telework Program. Employees must also be within a 200-mile radius of their official assigned post-of-duty (POD) while in a telework status. As a reminder - If you are selected for a position, you are responsible for reporting to your designated POD (location) on the negotiated start date or as directed by management.
Relocation expenses - no
Obtain and use a Government-issued charge card for business-related travel.
Though many locations may be listed, you will be limited to a maximum of 3 location choices. Please consider each location carefully when applying. If you are selected for a position at one of your location selections, that location will become your official post of duty.
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.
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.
Required Documents
The following documents are required and must be provided with your application. All application materials, including transcripts, must be in English.
Online Application - Questionnaire
Education - See Education Section above
Registration/License (if applicable) - active, current registration/license
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.
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).
How to Apply
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 08/22/2024 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 08/22/2024.
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 08/22/2024.
To update your application, including supporting documentation, at any time during the announcement open period, return to your USAJOBS account. 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: . 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: .
Agency contact information
(ERC) Employee Resource Center
Phone
Email
Website
Address
OLS - Digital Products
1111 Constitution Ave NW
Washington, DC 20224
US Next steps
Treasury believes in a working environment that supports inclusion; to review reasonable accommodation policies and procedures please visit. 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.
Fair & Transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

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