Management and Program Analyst

Summary

WHAT IS TAXPAYER SERVICES ?

A description of the business units can be found at:

• Position(s) are to be filled in following area(s):
  • TS - CAS-Customer Account Services, JOC Routing and Monitoring Team

REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

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Duties

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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.

• Plans, develops, and coordinates projects and/or programs 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/Program Managers on all aspects of assigned projects/programs. 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/programs 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/program plans and progress and to communicate findings and recommendations.
• Updates project/program control systems used by the business unit. Conducts reviews of projects/programs within the business unit's scope for their respective business units related to the Strategic Operating Plan (SOP). Ensures that plans are consistent with Service goals and objectives. Supports Senior Project Managers with identifying project/program 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/program 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.

STANDARD POSITION DESCRIPTIONS (SPD): PD24600

Visit the IRS SPD Library to access the position descriptions.

Requirements

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Conditions of employment

• Probationary Period - A person who is required to go through a probationary period and then is transferred, promoted, demoted, or reassigned before he or she completes such period is required to complete the remainder of the probationary period in the new position.

ADDITIONAL REQUIREMENTS SHOWN IN QUALIFICATIONS SECTION

Qualifications

Federal experience is not required. Experience may have been gained in the public sector, private sector or through 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/day/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.

QUALIFICATION REQUIREMENTS: To qualify for this position, you must meet the qualification requirements outlined below:

GS-13 SPECIALIZED EXPERIENCE : 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 must include:

• Utilizing a wide range of analytical and evaluative methods and techniques to design and conduct comprehensive studies. Preparing analyses and estimates from budgeting methods and techniques to present to all levels of the organization, from frontline to executive. Planning, organizing, and conducting studies to be completed despite conflicting program goals and objects impacted by changes in legislation or regulatory guidelines.
• Utilizing oral and written communication to present findings, delivering briefings, and negotiating solutions to dispute recommendations. Communicating with contact center management tools such as contact recording, workforce management, call center performance reporting, and quality metrics.
• Working within IRS Contact Center Environment or equivalent experience with other call center operations, including but not limited multi-channel services such as live and automated telephone services, web services, digital chat, co-browsing, and chatbots.
• Utilizing project management principles to manage project deliverables, business requirements, issue tracking, resource planning and risk management, including experience with IT related project management.
• Utilizing IRS Enterprise Life Cycle or other project life cycle phases, including experience creating project artifacts.

AND

You must also meet the following requirement(s):

• TIME AFTER COMPETITIVE APPOINTMENT (TACA): 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"
• TIME IN GRADE (TIG): For positions above the GS-05,applicants must meet applicable time-in-grade requirements to be considered eligible. One year (52 weeks) at the next lower grade level is required to meet the time-in-grade requirements for the grade you are applying for. For positions at the GS-05, you cannot advance to the GS-05 if you have held a GS-02 in the past 52 weeks. There is no TIG restriction for GS-02, 03 or 04 positions.

For more information on qualifications please refer to OPM's Qualifications Standards .

Education

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.

We recommend choosing an evaluator from a member organization of one of the following national associations of credential evaluation services: National Association of Credential Evaluation Services (NACES) or Association of International Credentials Evaluators (AICE).

Additional information

• Consider each location carefully when applying. If you are selected for a location, that location will become your official post of duty.
• In the event that a building is closed due to rent management, new hires may be placed in a local commuting location.
• Additional jobs may be filled from this announcement or any other source to fill these vacancies.
• Alternative work schedule, staggered work hours may be available.
• Salary: General Schedule (GS) Locality Pay tables may be found under Salaries & Wages.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

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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.

As a current employee, you know the great benefits we offer. Should you have any questions about benefits, please contact the Employee Resource Center (ERC) at View phone number on click.appcast.io option #1 for ERC.

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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.