Federal Reserve Financial Services Service Management Sr. Specialist

Federal Reserve Bank of Philadelphia • Atlanta, GA

5d • 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). The role supports and advances the operational stability of FRFS products and supporting applications, including Fedwire, ACH, Check, FedLine, FedNow, and FedCash. The specialist will help build and mature service management capabilities across product lines and operational teams, identifying, analyzing, and resolving systemic issues while supporting continuous improvement and a reliable customer experience.

The position involves supporting service management activities across the FRFS portfolio during established operating hours of 7:00 a.m. to 7:00 p.m. EST. It also participates in a shared rotational on-call schedule for after-hours, weekends, and holidays. On-call volume is generally low but may increase during significant incidents or heightened operational activity; employees must be prepared to respond promptly and support resolution. Holiday on-call support may qualify for compensatory time under applicable policies and business needs.

Onsite work is an essential function of the position. The employee is required to work onsite according to the schedule set by management. The position is full-time and regular. A satisfactory background screening is required, and applicants must be authorized to work in the United States without current or future visa sponsorship.

Requirements

• Bachelor’s degree with 6 or more years of relevant work experience, as stated under expertise requirements.
• 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.
• Experience troubleshooting software-based services.
• Ability to work onsite according to the schedule set by management.
• Ability to participate in rotational after-hours, weekend, and holiday on-call coverage and respond promptly when needed.
• Authorization to work in the United States without visa sponsorship now or in the future.
• Satisfactory completion of required background screening.

Nice To Haves

• ITIL certification.
• Experience working with payments systems.
• Experience with monitoring or tracking software such as ServiceNow, Salesforce, Dynatrace, Grafana, or similar tools in a large enterprise.
• Exposure to and experience 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, or Confluence.
• Bachelor’s degree or four years of equivalent experience is also described as preferred in the posting.

Responsibilities

• Support and analyze incidents, problems, events, requests, and changes across FRFS products to identify opportunities for continuous improvement, trending, and reporting.
• 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 based on business impact and urgency.
• Collaborate with other groups to determine root causes and drive enterprise-wide solutions for incidents and problems.
• Facilitate and execute Root Cause Analysis reports and meetings, oversee associated resolutions, and work with cross-functional teams to implement solutions and mitigation steps.
• Assist in managing major incidents to support swift resolution and communication.
• 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 high-level reports, metrics, and analysis to inform stakeholders about service performance, identify trends, support root-cause investigations, and drive improvements to operational reliability and customer satisfaction.
• Maintain a focus on delivering a world-class, end-to-end customer experience across FRFS products.
• Participate in a shared rotational on-call schedule for after-hours, weekend, and holiday coverage.

Benefits

• Comprehensive healthcare options, including medical, dental, and vision.
• 401K match and a fully funded pension plan.
• Paid vacation and holidays.
• Flexible work environment.
• Generously subsidized public transportation.
• Education Assistance Program.
• Professional development programs, training, and conferences.
• Compensatory time may be available for employees required to provide on-call support on holidays, according to applicable policies and business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior