Digital User Experience Analyst

About the role

WHAT IS TAXPAYER SERVICES?

A description of the business units can be found at: *** Position(s) are to be filled in the following area(s): TS - Office of Online Services - Taxpayer Services - Office of Online Services REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

What you will do

• 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.
• Collaborates, develops and builds support and tools (technical and policy) for implementing a common user experience.
• Develops user experience services, based upon private sector best practices and tests the success of established agency-wide standards.
• Iteratively develops and refines the user experience program strategy, based on interaction with agencies, key stakeholders, and expertise.
• Keeps abreast of web analytics and digital developments in private industry and brings this knowledge into the Service.
• Assists in the development of user experience design initiatives, provides consultation on policy proposals, and provides technical, policy, and programmatic guidance and recommendations to senior agency leaders.
• Works with senior level officials across the Service in managing complex stakeholder environments to build support and consensus for IRS user experience digital strategy and goals.
• Uses Digital Analytics (quantitative and qualitative measurements of online products and website's data, in order to improve the customer experience) across component areas.

Requirements

• Probationary Period - All newly appointed employees to the competitive (or excepted) service are subject to a probationary (or trial) period.
• During this time, your performance, conduct, and suitability for continued employment will be evaluated.
• You will not automatically convert to permanent status at the end of the probationary (or trial) period.
• Your supervisor must affirmatively determine that continued employment is in the best interest of the Federal service.
• If no certification is made before the probationary (or trial) period ends, your appointment will be terminated.
• You are encouraged to actively engage with your supervisor, seek feedback, and understand role expectations.
• Additional guidance and support will be provided during onboarding.
• Government Credit Card - Obtain and use a Government-issued charge card for business-related travel.
• Key Eligibility Requirements: U.S Citizenship - Must be a U.S. Citizen or National and provide proof of U.S. Citizenship.
• Selective Service Registration - Males born after December 31, 1959 are required to be registered with the Selective Service System or prove they are exempt from having to do so.
• Personal Identity Verification (PIV) - Must provide 2 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.
• ADDITIONAL REQUIREMENTS SHOWN IN QUALIFICATIONS OR ADDTIONAL INFORMATION SECTIONS

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).

How you will be evaluated

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. Applicants who disqualify themselves will not be evaluated further.

You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics): Attention to Detail Customer Service Decision Making Flexibility Influencing/Negotiating Integrity/Honesty Interpersonal Skills Learning Reasoning Self-Management Stress Tolerance Teamwork Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration.

Cheating on an assessment may also result in your removal from consideration. Rating: Category rating will be used to rank and select eligible candidates. If qualified, you will be assigned to one of three quality level categories, CAT A, CAT B or CAT C.

Referral: Eligible applicants rated in the highest category group, 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 category 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 CAT B to be rated as "well qualified" to receive special selection priority.

If you are selected, you will be subject to all requirements listed in the Requirements, Qualifications, and Additional Information sections of this announcement which includes, Prior Employment/Tax Checks, Fingerprint/Criminal History checks.

Documents you must provide

• The following documents are required and must be provided with your application.
• All application materials, including transcripts, must be in English.
• Incomplete or insufficient information may result in not being considered for the position, or not receiving special consideration for which you may be eligible.
• Please view Application Preparation or How to write a resume for federal job.
• Resume (Failure to follow instructions, will result in not being considered.) Do: Limit to two (2) pages.
• Recommend a standard 8.5x11-inch document size, a sans-serif font such as Arial or Calibri with a font size no smaller than 10-point, page margins of 0.5 inches.
• Applicants that attempt to circumvent the 2-page limit page limit, for example by materially reducing readability, will be deemed ineligible.
• Include relevant work experience - Employer Name, Job Title, Employment dates (start to end date or present), and a brief description of duties that clearly demonstrate your qualifications.
• Don't: Include photographs, classified or sensitive information, SSN, encrypted/digitally signed documents, or other inappropriate content.
• Resumes containing prohibited information will be deemed ineligible.
• Copy and paste duties or specialized experience from the job announcement, as this is not a demonstration of your experience.
• Additional Information: Pay plan, series, and grade (e.g., GS-0301-09) should be provided for all federal service jobs.
• Failure to do so could affect your qualification determination.
• To receive full credit for work experience, include number of hours worked per week and specific MM/DD/YYYY start and end dates for every position.
• Do not include personal information such as age, sex, religion, race, or disability.
• Do not include embedded links as they will not be opened or considered when determining qualifications.
• If you update and resubmit your application, only the most recent resume received will be considered to determine qualifications.
• Education (if applicable) - Refer to Qualification and Education sections above for requirements Submit a copy of your transcript(s) or equivalent for positions with an education requirement, or if you are qualifying for this position based on education or training.
• An official transcript(s) will be required if you are selected.
• 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.
• Registration/License (if applicable) - Current, active registration/license 4.
• Veterans' Preference (if applicable) 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.
• 10-point preference eligible - 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 claiming veterans' preference view here.
• Career Transition Assistance Plan (CTAP) or Interagency Career Transition Assistance Plan (ICTAP) (if applicable) Submit the required documentation as outlined under CTAP/ICTAP 6.
• Current and Former Federal Employees Documentation (if applicable) Submit a copy of your most recent SF-50 (Notification of Personnel Action) or equivalent personnel action form which shows your grade and competitive service status.

What to expect next

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.

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. To view the job status or your application status: Visit USAJOBS - How to View Application/Job Status.

Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application. If selected, various checks will be conducted after acceptance of a tentative job offer.

Verification of U.S Citizenship Selection Service Registration Prior Employment Check Tax Compliance Check FBI Fingerprint Check/Background Investigation eVerify (Eligibility to work in U.S Verification In order to complete these tasks, you will be required to provide two current forms of identification (ID).

You will be required to upload copies to your newhire record, and provide original/official documents at time of fingerprinting and again at onboarding.

Failure to provide proper identification will result in removal of consideration or terminate employment offer.

Primary form of ID - Must have at least one, but may have two (such as a U.S. passport/passport card, state driver's license or ID card that is compliant with REAL ID, or U.S. military ID card) Secondary form of ID - If you do not have two primary forms of ID, other acceptable forms of ID's are found on GSA's website (such as a U.S. Social Security card, original or certified U.S. birth certificate, certificate of naturalization, etc.).

NOTE: Temporary Driver's License/state identification (paper copies) are not acceptable. If the name on your forms of ID do not match, you may need to bring the appropriate linking documentation (marriage license/court order) showing the change in names.

The Fair Chance to Compete for Jobs Act prohibits the Department of Treasury and its bureaus from requesting an applicant's criminal history record before that individual receives a conditional offer of employment. To learn more, please visit our page at: Treasury.gov/fairchanceact.

Additional information

Suitability Requirements: Prior IRS Employment - Former employees will be subject to a screening of their prior conduct with the Service. The Taxpayer First Act of 2019, 26 U.S. Code 7804, prohibits the IRS from rehiring certain former employees who were removed from service. Tax Check - Must undergo a review of income tax verification.

To check the status of your tax record go to: (***). If you are not in compliance, you will be determined unsuitable for employment with IRS.

Fingerprint/Criminal History Check - This position requires that the successful candidate undergo personnel vetting, which includes a background investigation and enrollment upon onboarding into "Continuous Vetting." Enrollment in Continuous Vetting will result in automated record checks being conducted throughout one's employment with Treasury.

The successful candidate will also be enrolled into FBI's Rap Back service, which will allow Treasury to receive notification from the FBI of criminal matters (e.g., arrests, charges, convictions) involving enrolled individuals in near real-time.

For more information regarding your rights refer to Noncriminal Justice Applicant's Privacy Rights - FBI, FD-258 Privacy Act Statement - FBI, and SEAD-3-Reporting-U.pdf (dni.gov). 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. Cost-of-Living Allowances (COLA): Puerto Rico includes COLA. See COLA Rates 2026.