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Vacancy Details

Grade: 09

To be eligible for this position at this grade level, you must meet the requirements below.
You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-7 grade level in the Federal service. Specialized experience for this position includes: knowledge of Electronic Products Services Support (EPSS) policies, and functional responsibilities in the Customer Service Systems Analyst area in order to assist in analyzing problems and provide solutions; Knowledge of work process, programs, functions, error trends and day-to-day workflow to assist in identifying discrepancies and trends; Knowledge of oral and written communications techniques to assist in the preparation of routine responses for Operations' management and to coordinate data and information; Experience with Contact Recording OR You may substitute education for specialized experience as follows: Two (2) full academic years of progressively higher level graduate education in any field of study from an accredited college or university. OR Master's or equivalent graduate degree in any field of study from an accredited college or university. OR LL.B or J.D., if related. OR You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions.
Use the Experience Calculator and compute your experience, education, or to compute an equivalent amount of combined experience and education. Use these results to select your response to the following question.
1 Which of the following is true about your education and/or experience? Answer to this question is required
  • I have at least one (1) year of specialized experience as indicated above.
  • I have two (2) full academic years of progressively higher level graduate education as described above.
  • I have a Master’s or equivalent graduate degree as described above.
  • I have a LL.B or J.D., if related.
  • I have an equivalent amount of combined graduate education and experience equal to that described above.
  • None of the above.
TIME-IN-GRADE REQUIREMENTS: Under merit promotion procedures, Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions contained in 5 CFR 300, Subpart F. Time is credited based on calendar time served in a grade, regardless of the number of days or hours worked. If you currently hold or have previously held a position at the same (or equivalent) or higher grade/level in the Federal government as of this announcement, you will meet the TIME IN GRADE REQUIREMENTS.
2 Please select the response that best describes your time in grade. Answer to this question is required
  • I have served one year at the next lower grade of the position for which I am applying.
  • I currently occupy a position at or above the grade of the position for which I am applying.
  • I have previously occupied a position at or above the grade of the position for which I am applying.
  • I have less than one year in grade at the next lower level of the position for which I am applying.
3 (K) Which of the following computer applications or programs do you have experience using? Answer to this question is required
  • e-help Support System (EHSS)
  • Microsoft Excel – Specifically pivot tables, formulas, v-lookup, h-lookup
  • Enterprise Telephone Data (ETD), Custom View (CView), or WebView
  • Uniphiconnect, ASPECT system or Voice Over Integrated Program (VOIP)
  • None of the above
4 (K) Which problem solving techniques have you used? Answer to this question is required
  • Identified the problem by analyzing data and interviewing the customer to gather relevant information
  • Researched the problem by reviewing established guidelines or consulting with others within internal workgroup
  • Developed and monitored action plan for resolution
  • Executed an action plan to ensure desired result
  • None of the above
5 (A) Which of the following describes your experience verbally communicating with others? Answer to this question is required
  • Led a conference call or in-person meeting
  • Provided technical information (e.g., updates, feedback, alerts, or procedural changes) to internal or external customers
  • Presented program overviews, project status updates, and analysis reports (e.g., historical trends) to managers
  • Presented program overview of system, maintenance or program changes to employees at team meeting
  • None of the above
6 (E) Which of the following statements best describes your work experience? Answer to this question is required
  • My supervisor or lead plans and reviews my work.
  • My supervisor provides some direction, and I occasionally require assistance completing my work.
  • My supervisor assigns my tasks, but I am able to complete my work independently.
  • I identify and deliver work products with minimal supervision.
  • None of the above

Grade: 11

To be eligible for this position at this grade level, you must meet the requirements below.
You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-9 grade level in the Federal service. Specialized experience for this position includes: knowledge of design, operation and capabilities of a computerized ACD telephone system operation; Knowledge of systems and software to assist in producing the requisite reports needed to support management tracking and decision making; Knowledge of Electronic Products Services Support (EPSS) work processes, programs, functions, error trends, and day-to-day workflow; Knowledge of oral and written communications techniques to assist in the preparation of routine responses for Operations' management and to coordinate data and information; and Experience with Contact Recording. OR You may substitute education for specialized experience as follows: Three (3) full academic years of progressively higher level graduate education in any field of study from an accredited college or university. OR PH.D or equivalent doctoral degree in any field of study from an accredited college or university. OR LL.M., if related OR You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions.
Use the Experience Calculator and compute your experience, education, or to compute an equivalent amount of combined experience and education. Use these results to select your response to the following question.
1 Which of the following is true about your education and/or experience? Answer to this question is required
  • I have at least one (1) year of specialized experience as described above.
  • I have three (3) full academic years of progressively higher level graduate education as indicated above.
  • I have a PH.D or equivalent doctoral degree as described above.
  • LL.M., if related
  • I have an equivalent amount of combined graduate education and experience equal to that described above.
  • None of the above.
TIME-IN-GRADE REQUIREMENTS: Under merit promotion procedures, Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions contained in 5 CFR 300, Subpart F. Time is credited based on calendar time served in a grade, regardless of the number of days or hours worked. If you currently hold or have previously held a position at the same (or equivalent) or higher grade/level in the Federal government as of this announcement, you will meet the TIME IN GRADE REQUIREMENTS.
2 Please select the response that best describes your time in grade. Answer to this question is required
  • I have served one year at the next lower grade of the position for which I am applying.
  • I currently occupy a position at or above the grade of the position for which I am applying.
  • I have previously occupied a position at or above the grade of the position for which I am applying.
  • I have less than one year in grade at the next lower level of the position for which I am applying.
3 (K) Which of the following computer applications or programs do you have experience using? Answer to this question is required
  • e-help Support System (EHSS)
  • Microsoft Excel – Specifically pivot tables, formulas, v-lookup, h-lookup
  • Enterprise Telephone Data (ETD), Custom View (CView), or WebView
  • Uniphiconnect, ASPECT system or Voice Over Integrated Program (VOIP)
  • Sequential Query Language (SQL), and/or ULTRA Contact Recording
  • None of the above
4 (K) Which problem solving techniques have you used? Answer to this question is required
  • Researched the problem by reviewing established guidelines or consulting with others within internal workgroup
  • Assessed alternative resources or consulted with technical personnel outside your workgroup
  • Developed, implemented and monitored action plan for resolution
  • Prevented reoccurrence by anticipating future needs
  • Analyzed and followed up on action plan to ensure desired result
  • None of the above
5 (A) Which of the following describes your experience with verbal communication? Answer to this question is required
  • I have led a conference call or in-person meeting.
  • I have conducted a briefing for management or executives.
  • I delivered formal presentation to multiple business units on IRS programs or procedures.
  • I have negotiated through difficult or controversial customer issues.
  • I have gained buy-in from various stakeholders (e.g., customers, contractors, management, etc.).
  • None of the above
6 (E) Which of the following statements best describes your work experience? Answer to this question is required
  • My supervisor assigns my tasks, but I am able to complete my work independently.
  • I identify and deliver work products with minimal supervision and able to assist others.
  • I identify and deliver work products without supervision and am considered a resource person.
  • I identify and deliver my work products; plan and assign work to others.
  • None of the above

Grade: All Grades

Thank you for your interest in applying for this position.
Your responses to the following questions supplement the information provided in your resume.
1 Please provide your current pay plan, series, and grade. For example: GS-303-03, IR-512-01, etc. Maximum length of 250 characters. Answer to this question is required
2 What is your current position title? Maximum length of 250 characters. Answer to this question is required
If you are eligible for consideration under the Career Transition Assistance Plan (CTAP) or Reassignment Preference Program (RPP), you must submit proof of eligibility by 11:59 PM ET on the closing date of this announcement. If you have any questions concerning your eligibility please refer back to the CTAP/RPP Documentation link in the vacancy announcement.
3 Are you eligible for consideration under the Career Transition Assistance Plan (CTAP) or Reassignment Preference Program (RPP)? Answer to this question is required
  • Yes
    3.1 Please select the priority program for which you are eligible for consideration.
    • Career Transition Assistance Plan (CTAP)
    • Reassignment Preference Program (RPP)
  • No
The type of awards and number of award points will be credited in accordance with Article 13 Section 5. The award information you provide may be verified.
You may obtain a list of your most recent awards at https://persinfo.web.irs.gov/indexawd.htm.
4 How many monetary (or time off in lieu of monetary) awards, such as performance awards, special act awards, and quality step increases have you received in the three years preceding the closing date of this announcement? Answer to this question is required
  • 1
    4.1 Please list the name of the award and the date(MMDDYYYY) of the award. (For example: Performance Award, 02/02/2012). Maximum length of 250 characters.
  • 2
    4.1 Please list the name of the award and the date(MMDDYYYY) of the award. (For example: Performance Award, 02/02/2012). Maximum length of 250 characters.
  • 3 or more
    4.1 Please list the name of the award and the date(MMDDYYYY) of the award. (For example: Performance Award, 02/02/2012). Maximum length of 250 characters.
  • None
In addition to the online application and resume, you must submit a current annual Performance Appraisal. 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.
5 Did you receive a fully successful, equivalent, or higher rating on your most recent performance appraisal? Answer to this question is required
  • Yes
  • No
  • I do not have a recent performance appraisal. You have indicated that you do not have a current performance appraisal. You should be advised that your annual performance appraisal and relevant awards make up sixty percent of your overall rating in this process. Under Article 12, Section 4, there are a number of options available to you. You should contact your immediate manager to determine which option is most appropriate to your current situation and position.
6 Please indicate the option that best describes your most recent performance appraisal. Answer to this question is required
  • Annual Rating/Annual Performance Appraisal
  • Revalidated Annual Rating/Annual Performance Appraisal
  • Departure Rating/Annual Performance Appraisal
  • Merit Promotion Appraisal
  • Not Ratable or do not have a performance appraisal Based on the information provided, you should be advised that your annual performance appraisal and relevant awards make up sixty percent of your overall rating in this process. Under Article 12, Section 4, there are a number of options available to you. You should contact your immediate manager to determine which option is most appropriate to your current situation and position.
7 Please enter the date of your most recent performance appraisal in the format MM/DD/YYYY. Answer to this question is required
8 Please select the rating that you achieved on your most recent performance appraisal. Answer to this question is required
  • Outstanding
  • Exceeds Fully Successful
  • Fully Successful
  • Minimally Successful
  • Unacceptable
  • Not Ratable or do not have a performance appraisal.
9 (C) Which of the following describes your work experience sharing knowledge with others? Answer to this question is required
  • Developed job aids or desk guides
  • Served as on-the-job instructor (OJI)
  • Conducted classroom instruction
  • Conducted workgroup instruction on work procedures or processes
  • Presented to customers or management on work procedures or processes
  • None of the above
10 (C) Which of the following statements describes your experience interacting within a team? Answer to this question is required
  • Volunteered and assisted coworkers with their workload
  • Resolved interpersonal conflicts related to operational issues
  • Served on a task force or special project
  • Acted as the lead or supervisor on several occasions
  • None of the above
11 (K) What level of experience do you have using MS Excel and/or Access? Answer to this question is required
  • Used existing templates
  • Created spreadsheets or graphs in Excel
  • Created tables in Access
  • Created macros, queries, databases, pivot tables, or formulas in Excel
  • Created macros, queries, reports, or databases in Access
  • Scripted using SQL or Visual Basic
  • None of the above
12 (A) Describe the highest level of written response you have provided in the past? Answer to this question is required
  • Wrote communications to peers and/or immediate supervisor regarding work products or processes
  • Composed instructions to a large audience (i.e., department) explaining how to complete a task assignment
  • Composed an official memorandum or report to Department Manager(s), Operations Manager(s), or other business unit(s)
  • Wrote a section of the IRM or composed a “white paper” proposal to Director or other executive
  • None of the above
13 (Q) Which best describes your level of data analysis experience? Answer to this question is required
  • I have gathered and analyzed data, developed recommendations and prepared a formal report.
  • I have gathered and analyzed data, and suggested recommendations based on findings.
  • I have gathered and analyzed data from multiple sources.
  • I have analyzed data.
  • None of the above
14 (Q) Which of the following types of sensitive information have you been responsible for maintaining? Answer to this question is required
  • Taxpayer information
  • Personal information about employees
  • Employee performance information
  • Personnel actions
  • None of the above
15 (E) Which of the following responsibilities have you performed related to managing workload? Answer to this question is required
  • Scheduled work for others based on resources
  • Scheduled resources for telephone requirement
  • Managed weekly inventory or case load to ensure timely processing
  • Compiled and generated scheduled reports for distribution
  • Reallocated daily resources for delivery of telephone and/or inventory program
  • None of the above
16 To qualify for this position and receive full credit for your relevant experience you must list the month/year and number of hours worked for experience listed on your resume. Your resume must support your responses to the questions. Do you understand that failure to provide sufficient evidence in your resume may result in a "not qualified determination? Answer to this question is required
  • Yes
  • No