Management and Program Analyst

Internal Revenue Service • Chamblee, GA

8d • Onsite

About The Position

This position is within the Taxpayer Services (TS) business unit, specifically in Customer Account Services (CAS). The role involves leading and coordinating analytical studies and projects across multiple functional areas and organizational components. The analyst will develop and implement frameworks to assess program effectiveness, operational efficiency, and service delivery. A key aspect of the role is serving as a principal advisor to leadership on high-visibility program issues, influencing strategic planning, resource allocation, and program direction. The position requires analyzing and evaluating the effectiveness of programs, policies, and operational practices, conducting complex studies to identify systemic issues and operational impacts, and developing recommendations for improvement and corrective strategies. The analyst will also be involved in the development, interpretation, and implementation of policies, procedures, and program strategies, evaluating program plans and proposals, and developing new or revised guidance. Project management for multiple complex initiatives supporting strategic objectives is also a core duty, including planning, coordinating, and establishing operating methods, developing project plans and schedules, and monitoring progress and outcomes.

Requirements

• One year of specialized experience at a level of difficulty and responsibility equivalent to the GS-12 grade level in the Federal Service.
• 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.
• 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 (Time After Competitive Appointment - TACA).

Nice To Haves

• Federal experience is not required. Experience may have been gained in the public sector, private sector or through Volunteer Service.

Responsibilities

• Leads and coordinates 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.

Benefits

• 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.
• Should you have any questions about benefits, please contact the Employee Resource Center (ERC) at 1-866-743-5748 option #1 for ERC.
• Review our benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed