FRFS Problem Management Specialist
About The Position
The Federal Reserve Financial Services (FRFS) is seeking a Problem Management Specialist to join our evolving enterprise-wide Service Management Organization (SMO). 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. As a member of the SMO, you will help build and mature the organization’s problem management capabilities, collaborating across product lines and operational teams to identify, analyze, and resolve systemic issues. The position will be primarily on-site with residency commutable to one of our offices required. The Problem Management Specialist will track incidents and trends across FRFS products to pinpoint opportunities for deeper investigation and root cause analysis. You will facilitate and execute Root Cause Analysis reports and meetings, oversee associated problem resolutions, and work with cross-functional teams to implement solutions and mitigation steps. The goal is to minimize future incidents and reduce the risk of recurrence, drawing on a broad understanding of FRFS services and the underlying technologies that support them. By partnering with teams across the enterprise, you will help shape and maintain a world-class, end-to-end customer experience for all FRFS users. This position offers a unique opportunity to be part of a transformative initiative, helping to build and strengthen an enterprise-wide SMO that supports the Federal Reserve’s mission-critical financial services. Your work will directly contribute to operational excellence across the FRFS portfolio, enhancing the payments landscape and customer experience nationwide.
Requirements
- Bachelor’s degree with 6+ years relevant work experience
- Experience with troubleshooting software-based Services
- Experience working 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
- Must have resided in the United States for at least three (3) years
Nice To Haves
- ITIL certification preferred
- Experience working with payments systems (preferred)
- 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
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 pro-active problem management initiatives to prevent future incidents and continuously improve service reliability.
Benefits
- Equal employment opportunities to all persons without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetic information, disability, or military service.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
