Summer Internship - Relationship and Experience Management (IT)

Federal Reserve System•Philadelphia, PA

24d•Onsite

About The Position

The Federal Reserve Bank of Philadelphia is one of the 12 regional Reserve Banks that, together with the Board of Governors in Washington, D.C., make up the Federal Reserve System. It helps formulate and implement monetary policy, supervises banks and bank and savings and loan holding companies, and provides financial services to depository institutions and the federal government. The Federal Reserve Bank of Philadelphia serves eastern and central Pennsylvania, southern New Jersey, and Delaware. The Federal Reserve Bank of Philadelphia is seeking a Junior/Senior undergraduate student, or Graduate level student with a preferred major in Information Technology, Computer Science, and Information Management for our summer internship program within our Information Technology Services (ITS) department to support the Relationship and Experience Management functions. This is a paid internship, Monday- Friday, (40 hours per week). Our Summer Internship Program is typically 10 weeks. The hourly rate for this position is $23.00 per hour for Undergraduate level and $28.00 per hour for Graduate level. What you will do: IT Customer Service and Support- Provide staffing of the IT Customer Service Room, ensuring high levels of customer satisfaction through ownership of customer Incident and request intake using designated Ticketing tools. Provide direction and support for customer questions regarding device drop off, order pickups and vending support in coordination with the REM ITSM team; including maintaining stock, identifying product ideas, working with customers on returns, and helping the team maintain great customer service. Process Automation Opportunities– Collaborate with the REM Engineering & ITSM teams on process automation to identify, implement, or update current core team processes using Microsoft Power Platform, PowerFX/PowerShell, C#/.Net. or SharePoint Online to broaden our automation by creating efficient workflows or create frontends to assist customers for request service. Data Reporting/Team Metrics/Business Analysis - Investigate ways to provide reports via Excel, PowerBI, ServiceNow, Tableau or PowerShell. Analyze team performance metrics, review of departmental business trends and identification of areas for improvement. Create visualizations of important departmental metrics. Asset Management Analysis and Review – Review IT Hardware and Software Asset Management records to identify opportunities to reduce redundant investment, help resolve data quality issues. Help maintain an accurate inventory of tracked assets to ensure compliance with the IT Asset Management Controls. ServiceNow Queue Management: Assist with service catalog request review and fulfillment. Help with on/offboarding processes. Donations, Disposal & Move Processing – Bank wide program to replace and donate workstation and mobile devices. Help prepare workstations and mobile devices for deployment, learn enterprise deployment processes, dispose of devices according to enterprise standards, and help manage customer schedules. Modernize internal page's user interface look and feel -Refactor and clean up code, optimization for mobile devices, further integrate with SharePoint Online, improve calendar, email handling, and more. Participate IT projects as designated.

Requirements

Knowledge and interest in current Microsoft Windows, Apple MacOS, and Mobile (iOS) based hardware and software systems, Asset and Configuration Management
Knowledge of application development processes and programing languages (PowerPlatform, PowerFX, PowerShell, JavaScript, C#/.Net, SQL).
Advanced knowledge in modern JavaScript web techniques (Bootstrap, JQuery), Microsoft Power Platform strongly considered.
Interest or knowledge in the following fields of study: Computer Science, Artificial Intelligence, IT Business Analysis, Data Analytics, Data Visualization, Management and Information Systems.
Strong teamwork ethic and customer support focus.
Desire to be creative.
Pick-up new skills quickly, problem solve, recognize issues, prioritize, respond, and/or escalate appropriately.
Strong oral, written communication, and collaborative skills.
Basic knowledge of business concepts and principles.
Ability to lift up to 25 pounds of equipment, 50 pounds with assistance from another coworker as needed.

Responsibilities

IT Customer Service and Support- Provide staffing of the IT Customer Service Room, ensuring high levels of customer satisfaction through ownership of customer Incident and request intake using designated Ticketing tools.
Provide direction and support for customer questions regarding device drop off, order pickups and vending support in coordination with the REM ITSM team; including maintaining stock, identifying product ideas, working with customers on returns, and helping the team maintain great customer service.
Process Automation Opportunities– Collaborate with the REM Engineering & ITSM teams on process automation to identify, implement, or update current core team processes using Microsoft Power Platform, PowerFX/PowerShell, C#/.Net. or SharePoint Online to broaden our automation by creating efficient workflows or create frontends to assist customers for request service.
Data Reporting/Team Metrics/Business Analysis - Investigate ways to provide reports via Excel, PowerBI, ServiceNow, Tableau or PowerShell.
Analyze team performance metrics, review of departmental business trends and identification of areas for improvement.
Create visualizations of important departmental metrics.
Asset Management Analysis and Review – Review IT Hardware and Software Asset Management records to identify opportunities to reduce redundant investment, help resolve data quality issues.
Help maintain an accurate inventory of tracked assets to ensure compliance with the IT Asset Management Controls.
ServiceNow Queue Management: Assist with service catalog request review and fulfillment.
Help with on/offboarding processes.
Donations, Disposal & Move Processing – Bank wide program to replace and donate workstation and mobile devices.
Help prepare workstations and mobile devices for deployment, learn enterprise deployment processes, dispose of devices according to enterprise standards, and help manage customer schedules.
Modernize internal page's user interface look and feel -Refactor and clean up code, optimization for mobile devices, further integrate with SharePoint Online, improve calendar, email handling, and more.
Participate IT projects as designated.