Duties

Summary

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Responsibilities

WHAT DOES A DIGITAL BUSINESS ANALYST DO? As a Digital Business Analyst, you will be responsible for planning, developing, leading and implementing policies, programs and objectives that improve the taxpayer's experience in keeping with the agency's digital strategy. You will identify needs and opportunities to improve the customer experience, introduce new concepts, processes and strategies, ensure close cooperation with business owners, stakeholders, and solution developers, and guide specific activities, individually or as part of a team, that support the product development lifecycle and significantly improve the way IRS uses digital technologies.

As a Digital Business Analyst, you will:

• 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 policies, 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, and operations to secure buy-in, document, and engage Labor Relations in bargaining negotiations when necessary, to secure approval to implement into the Internal Revenue Manual. May lead negotiations or serve as a subject matter expert in support of management's negotiations for new policies, standards, and guidelines.
• 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.

WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? If you want to find out more about IRS careers, visit us on the web at www.jobs.irs.gov

Travel Required

Occasional travel - Travel 1-5 nights per month may be required

Supervisory status
No

Promotion Potential
14

Requirements

Conditions of Employment

• Refer to Other Information
• Click "Print Preview" to review the entire announcement before applying.
• Must be a U.S. Citizen or National
• IRS Employees with Career or Career Conditional Appointments

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Qualifications

You must meet the following requirements by the closing date of this announcement:

BASIC REQUIREMENTS:

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: 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. Experience with consultative techniques in order to influence decisions and outcomes at all levels within an organization.

- 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.

In addition to the above requirements, you must meet the following, if applicable:
You must have been at the GS-13 level for 52 weeks (time-in-grade requirement).

Education

This job does not have an education qualification requirement.

Additional information

WHAT IS THE OFFICE OF ONLINE SERVICES (OLS) DIVISION? The IRS Office of Online Services was established in 2011 and is dedicated to providing and improving online (web and mobile) self-service tools to taxpayers. OLS creates high value for both the IRS and the taxpayer by continuously improving the irs.gov website and giving taxpayers "self-service" capabilities to obtain needed information and fulfill their tax obligations. The office combines online expertise, data analysis and business knowledge to conceptualize online tools and develop product roadmaps. OLS is responsible for developing handy applications such as IRS2GO (a smartphone application that lets taxpayers interact with the IRS using a mobile device) and Get Transcript (an irs.gov application that allows taxpayers to view a copy of their transcript online). Other applications include tools and calculators that help taxpayers understand and meet their tax obligations.

Nine (9) Positions are located in ONLINE SERVICES (OLS), and may be filled in any of the following;

1111 Constitution Ave NW, Washington, DC 20224-0002 (DC0022),

5000 Ellin Rd, Lanham-Seabrook, MD 20706-1348 (MD0278)

401 W Peachtree St, Atlanta, GA 30308-3510 (GA0087)

1220 SW 3rd Ave, Portland, OR 97204-2825 (OR0043)

1222 Spruce, St. Louis, MO 63103-2818 (MO0106)

550 Main Street, Cincinnati, OH 45202-3222 (OH0189)

1160 W 1200 S, Ogden, UT 84404-5402 (UT0036)

15 New Sudbury Street, Boston, MA 02203-0208 (MA0131)

2 Metrotech Center, 100 Myrtle Avenue, Brooklyn, NY 11201 (NY7288)

1040 Waverly Avenue, Holtsville, NY 11742-1129 (NY0376)

2970 Market Street, Philadelphia, PA 19104 (PA0809)

POSITION DESCRIPTION; 99441 (GS-14)
A PM/C SharePoint site is available for IRS Employees at: https://organization.ds.irsnet.gov/sites/HCOETS/PMC/SPDLibrary/SitePages/Home.aspx

CONDITIONS OF EMPLOYMENT:

• We may select from this announcement or any other source to fill one or more vacancies.
• This is a non-bargaining unit position.
• Alternative work schedule, staggered work hours or telework may be available.
• Must meet IRS telework eligibility requirements
• Tour of Duty: Monday - Friday 8:00 a.m. - 4:30 p.m.
• May be required to file a confidential financial disclosure report within 30 days of selection and annually from then on.
• #IRSCxJobs
  

How You Will Be Evaluated

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: Your application will be evaluated on the competencies of the position to be filled per the IRS Merit Promotion Plan in the following areas: Project Management, Communication and Media , Problem Solving, Requirements Analysis and Customer Service

Your application will also be rated and ranked among others, based on your responses to the online questions, regarding your experience, education, training, performance appraisals and awards relevant to the duties of this position. IRS employees may obtain most recent awards listing at https://persinfo.web.irs.gov/

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.

Referral: You will be assigned to one of three quality groups. Each group represents a quality level (i.e., Superior/Best Qualified, Highly Qualified, Qualified). Candidates will be considered in quality group order. If you are among the top qualified candidates, your application may be referred to a selecting official for consideration. You may be required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring polices). We will not reimburse costs related to the interview such as travel to and from the interview site.

If you are a displaced or surplus Federal employee (eligible for the Career Transition Assistance Plan (CTAP) , you must receive a score of category HIGHLY QUALIFIED or better to be rated as "well qualified" to receive special selection priority.

To preview questions please click here .

Background checks and security clearance

Security clearance
Not Required

Drug test required
No

Required Documents

A complete application includes 1. A resume, 2. Vacancy question responses, and 3. Submission of any required documents. Please note that if you do not provide all required information, as specified in this announcement, you will not be considered for this position (or may not receive the special consideration for which you may be eligible).

All applicants are required to submit a resume either by creating one in USAJOBS or uploading one of their own choosing. ( Cover letters are optional). To receive full credit for relevant experience, please list the month/year and number of hours worked for experience listed on your resume. We suggest that you preview the online questions, as you may need to customize your resume to ensure that it supports your responses to these questions. Please view Resume Tips

Career Transition Assistance Plan (CTAP) DOCUMENTATION
If you are a displaced or surplus Treasury employee, click CTAP for eligibility and a detailed list of required documents. IRS CTAP eligibles can apply for jobs within and outside the commuting area.

IRS Reassignment Preference Program (RPP)
You must meet the requirements in your RPP notice. Submit a copy of your RPP Notice along with a copy of your most recent annual performance appraisal. Your performance appraisal must have a fully successful or higher overall rating.

PERFORMANCE APPRAISAL/AWARDS
Submit a copy of your most recent completed performance appraisal.

IRS employees: if a revalidated appraisal is used for merit promotion, the supervisor must prepare a narrative for each critical job element that does not have a narrative describing the performance in the appraisal period covered by the rating. Note: If you are a manager or management official, your most recent annual performance appraisal must be used for the overall rating identified.

EDUCATION DOCUMENTATION
If you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. If the position has specific education requirements and you are currently (or have previously been) in the Federal job series to be filled, there is no need to submit a transcript or equivalent at this time. 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 .

If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the OPM instructions .