Management and Program Analyst

Summary

WHAT IS TAXPAYER SERVICES?A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Position(s) are to be filled in following area(s): TS - CAS-Customer Account Services REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

Duties

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. STANDARD POSITION DESCRIPTIONS (SPD): PD26225 Visit the IRS SPD Library to access the position descriptions. Leads and coordinate analytical studies and projects involving multiple functional areas and organizational components. Develops and implements analytical frameworks and evaluation methodologies used to assess program effectiveness, operational efficiency, and service delivery across Taxpayer Services. Serves as a principal advisor to leadership on high-visibility program issues, providing recommendations that influence strategic planning, resource allocation, and program direction across organizational boundaries. Analyzes and evaluates the effectiveness of Taxpayer Services programs, policies, and operational practices. Conducts complex analytical studies to assess program performance, identify systemic issues, and determine operational impacts across affected organizations. Develops recommendations and corrective strategies to improve program performance, strengthen operational stability, and support business continuity. Performs analysis and evaluation related to the development, interpretation, and implementation of Taxpayer Services policies, procedures, and program strategies. Evaluates program plans, proposals, and operational data to determine effectiveness and alignment with Service goals and priorities. Develops recommendations for new or revised Taxpayer Services policies, procedures, and operational guidance designed to improve efficiency, strengthen program performance, and ensure consistent application of Taxpayer Service policies and procedures. Performs project management and program analysis for multiple complex projects and initiatives simultaneously that support Taxpayer Services strategic objectives. Plans, coordinates, and establishes operating methods and procedures necessary to accomplish project objectives. Develops short- and long-range project plans, schedules, and implementation strategies that align with Service priorities and Taxpayer Services policies. Monitors project progress and evaluate outcomes to ensure program initiatives achieve intended results.

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: SPECIALIZED EXPERIENCE: GS-13: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-12 grade level in the Federal Service. Specialized experience must include: Analyzing program operations, processes, or data to identify issues, trends, deficiencies, or opportunities for improvement. Applying analytical and evaluative methods to assess program or organizational issues and develop recommendations or solutions. Planning, coordinating, or supporting the implementation of programs, projects, or organizational initiatives. Evaluating program or project performance, operational impacts, or organizational readiness to determine effectiveness and support program objectives. Coordinating with management, subject matter experts and stakeholders to resolve issues, and support program or project objectives. Preparing and delivering reports, briefings, and analytical summaries that clearly communicate findings, recommendations, program status, and operational impacts to management or stakeholders, while effectively presenting information and negotiating solutions using strong oral communication skills. Experience with a wide range of analytical and evaluative methods and techniques, both qualitative and quantitative, relating to call center operations. 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).