Federal Reserve Financial Services Service Management Sr. Specialist

Federal Reserve System•St. Louis, MO

6d•Onsite

About The Position

The Federal Reserve Financial Services (FRFS) is seeking a Service Management Senior Specialist to join its enterprise-wide Service Management Organization (SMO). This role supports and advances the operational stability of FRFS products and their supporting applications, including Fedwire, ACH, Check, FedLine, FedNow, and FedCash. The specialist helps build and mature service management capabilities by working across product lines and operational teams to identify, analyze, and resolve systemic issues. The role supports service management activities across incidents, problems, events, requests, changes, and knowledge management. It includes facilitating root cause analysis, overseeing resolutions, coordinating cross-functional solutions and mitigations, and assisting with major incidents. The position also develops reporting and analysis to identify trends, improve service reliability, reduce recurrence, and enhance the end-to-end customer experience across FRFS products. The position has established operating hours of 7:00 a.m. to 7:00 p.m. Eastern Time and participates in a shared rotational on-call schedule for after-hours, weekend, and holiday coverage. On-call activity is generally low in volume but can rise during heightened operational activity or significant incidents. Onsite work is an essential function, with attendance according to the schedule set by management.

Requirements

Bachelor’s degree with 6 or more years of relevant work experience, as stated in the expertise section.
Experience troubleshooting software-based services.
Analytical and problem-solving skills, including the ability to gather, analyze, and synthesize information.
Initiative toward improving customer experience using the scientific method.
Strong collaboration, influencing, verbal communication, and written communication skills.
Strong organizational and time-management skills.
Experience with one or more root-cause methods, such as Ishikawa, 5 Whys, FMEA, or Kaizen.
Experience or familiarity with event management.
Experience troubleshooting both on-premises and cloud-based infrastructures.
Ability to work onsite according to the schedule set by management.
Ability to participate in a rotational on-call schedule, including after-hours, weekends, and holidays.
Must be currently authorized to work in the United States without visa sponsorship now or in the future.
Must complete required background screening, including at minimum fingerprinting, criminal background check, and education and employment verification.

Nice To Haves

ITIL certification.
Experience working with payments systems.
Experience with monitoring and tracking software such as ServiceNow, Salesforce, Dynatrace, Grafana, or similar enterprise tools.
Exposure to and experience developing and using automation to solve business problems.
Familiarity with ISO 20022 messages.
Experience or familiarity with Agile or SAFe Agile.
Experience with agile software tools such as Octane, Jira, VersionOne, or Confluence.
Bachelor’s degree or four years of equivalent experience is listed as preferred; the posting also states five years of relevant experience and eight years for Expert level.

Responsibilities

Maintain focus on delivering a world-class, end-to-end customer experience across FRFS products.
Diagnose and resolve problems and incidents affecting FRFS services or supporting applications.
Work multiple tickets across Incident, Problem, Event, Request, Change, and Knowledge management, prioritizing according to business impact and urgency.
Collaborate across groups to determine root causes and drive enterprise-wide incident and problem solutions.
Write and maintain knowledge articles for known errors and incidents, and share best practices across the organization.
Lead proactive service management initiatives to prevent future incidents and problems and improve service reliability.
Develop and deliver reports, metrics, and analysis on service performance, trends, root cause investigations, and continuous improvement.
Facilitate and execute root cause analysis reports and meetings, oversee resolutions, and coordinate implementation of solutions and mitigation steps.
Assist in managing major incidents, including supporting timely resolution and communication.
Participate in a shared rotational on-call schedule, including after-hours, weekend, and holiday coverage.