FRFS Problem Management Specialist

Company
Federal Reserve Bank of Boston
Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine® Solutions, FedNowSM, Fedwire®, National Settlement Service (NSS), FedCash®, FedACH® (Automated Clearing House), and Check Services. We are currently leading a strategic effort to transform FRFS to a national, enterprise-focused organization. Through our evolved structure, we will meet the needs of the marketplace for new products and services more quickly, seek to provide a more robust and unified customer experience across our financial service offerings, and create new career growth opportunities for FRFS staff.
We are seeking leaders to set the vision, strategy, values, and priorities that enable FRFS to achieve its mission. Our leaders must demonstrate a strategic, action-oriented mindset focused on intellectual curiosity, agility, accountability, and the ability to drive innovation through experimentation. To achieve our vision for a people-focused organization with a strong collaborative and innovative culture, we expect our leaders to champion an inclusive environment and demonstrate our values in how we work and interact with each other and our broader community.
Candidates that live near one of our Reserve Bank locations will be provided some work from home flexibility. Rules for hybrid work arrangements differs from Bank to Bank and should be discussed during the interview process.
FRFS Services Management Specialist - Problem Management
Federal Reserve Financial Services (FRFS) is an enterprise-focused organization, delivering a suite of payment services to financial institutions via FedLine® Solutions, Fedwire®, National Settlement Service (NSS), FedCash®, FedACH®, FedNow® and Check Services. This integrated set of Federal Reserve payment services meets the needs of the marketplace for new products and services more quickly and seeks to provide a more robust and unified customer experience across all financial service offerings.
Position Contributions -
The Services Management Specialist manages the overall process for problem investigation and resolution. They coordinate and direct all facets of the problem management effort, including bringing the right teams, tools, and information together, and will also delegate subtasks to other teams as they see fit. The Problem Specialist contributes to the FRFS Enterprise by tracking, monitoring, and analyzing incidents to identify areas where a Problem investigation is warranted. They are part of a team that analyzes Root Causes and resolutions, ensuring accurate and thorough analysis to prevent future incidents. The Problem Management Specialist works closely with all Enterprise teams and leadership to achieve problem resolutions and ensure effective Problem Management is occurring. The Specialist is a subject matter expert on Problem Management processes and industry practices, as well as program development and evolution.
What will be expected of you: -

• Laser focus on a world class, end-to-end customer experience
• Diagnose and resolve multiple problems and problem tickets.
• Assess and prioritize problem work and maintain effective understanding of the business and operations.
• Quickly assess risks associated with taking/not taking action on solutions, and influence business strategy and outcomes.
• Collaborate with and lead other teams in determining root causes and process improvements.
• Serve as a translator and subject matter expert between business and technology groups.
• Write clear, concise, and well-informed proposals, foundational and strategy documents, processes, procedures, knowledge articles, known errors, and executive summaries with little to no oversight. .
• Effectively analyze incidents to identify gaps and inform change/ prevention activities. .
• Ensure all relevant staff are trained and informed on Problem Processes.
• Develop and maintain the Problem Management Process and its related procedures.
• Develop and present problem management reports, including trend analyses, to leadership.
• Measure the effectiveness of Problem Management activities through Key Performance Indicators.
• Conduct Maturity assessments for Problem Management processes that evaluate and improve the effectiveness of the program.

Expertise you would bring -

• Experience with the methods for determining root cause and problem practices.
• Bachelor's degree with 5+ years relevant work experience; or 10+ years relevant work experience
• ITIL certification, or a willingness to obtain it.
• Experience with ServiceNow, Salesforce, Dynatrace, Grafana, or similar tools for a large enterprise.
• Advanced analytical and problem-solving skills with the ability to gather, synthesize, and express detailed technical and business information at a high level.
• Strong collaboration, influencing, and verbal/written communication skills.
• Strong project management skills and the ability to meet deadlines.
• Strong organizational and time management skills.
• Ability to work in an office environment and/or remotely as applicable.

It's added value if you have-

• Experience with Managing Incidents
• Experience with troubleshooting cloud-based infrastructures or colocation environments.
• Exposure to using automation to solve business problems.
• Experience with payments systems (preferred) and banking solutions.
• Familiarity with ISO20022 messages
• Experience or familiarity with Agile, SAFe Agile, or agility tools like Octane, Jira, or Confluence.

Full Time / Part Time
Full time
Regular / Temporary
Regular
Job Exempt (Yes / No)
Yes
Job Category
Work Shift
First (United States of America)
The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.
Always verify and apply to jobs on Federal Reserve System Careers (https://rb.wd5.myworkdayjobs.com/FRS) or through verified Federal Reserve Bank social media channels.
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