Advanced

Federal Reserve System•St. Louis, MO

20d•$73,400 - $139,200•Onsite

About The Position

The Advanced IT Analyst drives innovation and service management analysis, developing recommendations to address problems and issues related to IT service management solutions. The role provides guidance on identifying, evaluating, and developing processes and procedures that build a strong federated service management ecosystem, focusing on IT request delivery using Artificial Intelligence (AI) solutions. The analyst gathers and incorporates the voice of the customer into System-wide projects applying ITSM-aligned AI technologies to address technical or systems issues. The position leads reporting and analysis to identify opportunities to automate manual processes and consults with System IT colleagues and management on implementing AI solutions. As an advanced contributor and subject matter expert in IT Service Management, the analyst evaluates enhancements, drives innovation, advises on best practices, and recommends automated solutions. The role performs complex analysis of major business issues and develops sustainable solutions using AI-native methodologies and tools, primarily for IT service management request fulfillment. It works with the System IT community and peers to assess capabilities, translate customer feedback into requirements and specifications, and implement process improvements using IT service management technologies. The analyst analyzes detailed ITSM data, identifies trends and automation opportunities, supports AI-assisted data analysis and process mapping, evaluates root causes, and documents best practices. The position also designs and leads development of business processes using AI and non-AI service management automation technologies, presents outcomes to senior management, and participates in cross-functional initiatives and process improvement projects. The selected candidate will work full-time onsite and reside within a reasonable commuting distance of the employing Reserve Bank. Preferred locations are Richmond, Kansas City, Dallas, and St. Louis. The position is regular and exempt. The expected annual starting salary range is $111,400–$139,200 for the Advanced level, $90,500–$113,100 for the Senior level, and $73,400–$91,800 for the Experienced level; final offers depend on qualifications, internal alignment, district assignment, and geographic location. The role has additional screening requirements initiated after offer acceptance, and continued employment is contingent on acceptable screening results. The Federal Reserve System will not sponsor new employment authorization; applicants must already be authorized to work in the United States without current or future visa sponsorship.

Requirements

Bachelor’s degree in information technology, computer science, or a related field, or qualifying experience as stated in the posting.
For the Experienced level: 3–5 years of experience in IT analysis or a similar analytics role.
For the Senior level: 6–9+ years of experience in IT analysis or a similar analytics role.
For the Advanced level: 10+ years of experience in IT analysis or a similar analytics role.
Advanced understanding of IT Service Management processes, including incident, change, configuration, asset, and problem management, as well as related operations, policies, procedures, and technologies; experience using request management processes to support them.
Excellent customer service skills and ability to interact with anticipated audiences in a courteous, service-oriented manner.
Proven experience with enterprise IT platforms such as ServiceNow.
Ability to lead initiatives, facilitate cross-team collaboration, and explain complex technical concepts to business and technical stakeholders.
Strong analytical and problem-solving skills, including the ability to assess data quality issues, process gaps, and system dependencies.
Excellent interpersonal, negotiation, creativity, attention to detail, and oral and written communication skills tailored to the audience.
Understanding of and ability to apply risk management discipline in decision-making.
Ability to work independently on broad assignments or under general direction and make decisions within established or widely accepted standards.
Must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Nice To Haves

Advanced knowledge of department or business lines, Reserve Banks, and/or System operations, policies, procedures, and technologies.
ServiceNow AI platform certifications, especially for portal technologies such as Employee Center, Service Catalog, and Now Assist/Otto AI capabilities.
Experience with ServiceNow Process Mining or similar technologies.
Practical experience with generative AI platforms, including prompt-engineering basics, refining AI outputs, and general awareness of AI ethics and safety.
Experience with agentic AI platforms, preferably ServiceNow, including understanding how AI agents can be deployed to solve problems and how to troubleshoot and refine agent behavior.
Extensive experience documenting and analyzing customer requirements and refining them into functional requirements and technology specifications.

Responsibilities

Analyze major business issues and recommend sustainable solutions using AI-native methodologies and tools, with a primary focus on IT service management request fulfillment.
Work with the System IT community and peers to assess current capabilities and translate customer feedback into refined requirements and specifications using AI-native solutions.
Recommend and implement business process improvements using IT service management technologies.
Review, compile, and analyze complex IT service management statistics and data to identify trends and process automation opportunities.
Collaborate in deploying AI-assisted capabilities for data analysis, information or process mapping, and root-cause analysis; document best practices for the service management community.
Develop and design processes that support business outcomes using AI and non-AI service management technologies.
Lead process-improvement and solution discussions involving AI and non-AI service management automation technologies, and present outcomes in writing and verbally to senior management.
Lead the development and design of major, critical business processes and update existing processes using service management automation technologies.
Participate in cross-functional team initiatives and IT service management process-improvement projects.
Perform other related duties as assigned.