FRFS Problem Management Specialist

About the role

The Federal Reserve Financial Services (FRFS) is transforming into a national, enterprise-focused organization, aiming to meet the needs of the marketplace for new products and services more quickly, provide a more robust and unified customer experience, and create new career growth opportunities for FRFS staff. This role is critical in supporting and advancing the operational stability of FRFS products, including Fedwire, ACH, Check, FedLine, FedNow, FedCash, and all supporting applications.

Responsibilities

• Maintain laser focus on delivering a world-class, end-to-end customer experience across all FRFS products.
• Diagnose and resolve problems impacting any FRFS service or supporting application.
• Work multiple problem tickets simultaneously, prioritizing based on business impact and urgency.
• Collaborate with other groups to determine root causes and drive enterprise-wide solutions.
• Write and maintain knowledge articles for known errors and share best practices across the organization.
• Lead proactive problem management initiatives to prevent future incidents and continuously improve service reliability.

Requirements

• Bachelor’s degree with 6+ years relevant work experience.
• ITIL certification preferred.
• Experience with troubleshooting software-based services.
• Experience working with payments systems (preferred).
• Experience with monitoring/tracking software (such as ServiceNow, Salesforce, Dynatrace, Grafana, or similar tools within a large enterprise).
• Analytical and problem-solving skills with ability to gather, analyze, and synthesize information.
• Initiative toward improving customer experience leveraging the scientific method.
• Strong collaboration, influencing skills, and verbal and written communication skills.
• Strong organizational and time management skills.
• Experience with one or more methods for determining root cause such as Ishikawa, 5 Whys, FMEA, Kaizen, etc.
• Experience or familiarity with event management.
• Experience troubleshooting both on-prem and cloud-based infrastructures.

Qualifications

• Exposure to, and experience with, developing and using automation to solve business problems.
• Familiarity with ISO20022 messages.
• Experience or familiarity with Agile, or SAFe Agile.
• Experience with agile software tools such as Octane, Jira, VersionOne, Confluence.

Skills

• Problem-solving skills.
• Collaboration and influence skills.
• Verbal and written communication skills.
• Organizational and time management skills.
• Ability to write and maintain knowledge articles.
• Ability to lead proactive problem management initiatives.

Benefits

• Competitive salary range of $121,800 - $182,600.
• Full-time position.
• Regular schedule.
• Exempt status.

Pay

• $121,800 - $182,600.

Schedule

• Full-time.

Benefits

• Salary transparency.
• Equal employment opportunity.
• Compliance with applicable laws.
• Compensation based on background, skills, internal equity, and market data.
• Security screening process.
• Equal employment opportunity for employees and job applicants.