FedNow Business Incident Coordinator

Company
Federal Reserve Bank of Boston
The Federal Reserve is developing a new interbank 24x7x365 real-time gross settlement (RTGS) service with integrated clearing functionality, called the FedNow service. This service will help enable financial institutions provide their customers with the ability to send and receive payments any time, any day, and have full access to those funds within seconds. This position is a unique opportunity to be part of a new mission-critical Federal Reserve initiative that will be transformative to the payments landscape in the United States.
A requirement of this position is that the employee must be fully vaccinated (1 or 2 dose shot) and boosted, against COVID-19 or qualify for an accommodation from the Bank's vaccination policy; individuals who are unable to be vaccinated due to a medical condition or sincerely held religious belief may request an accommodation from the Bank.
This job is eligible for remote work anywhere in the United States.
This Business Incident Coordinator is responsible for communicating and documenting all decisions, actions, business impacts, and related statuses associated to a Major Incident. This includes communications with IT personnel responsible for service restoration as well as communications with customer groups as it relates to ongoing Major Incidents.

• Coordinates FedNow communications
• Evaluates the need for a status update call with business contacts; hosts the call and follows the call process outlined in the Technical and Status Call Separation Process engaging National IT Client Services as appropriate
• In collaboration with the EIM, determines if user communication is needed. If needed, works with Tech Lead and NSD Communications representative to draft message
• Coordinates Status Bridge initiation and command
• Coordinates engagement of CustOps (CRSO) for communication planning
• Participates in the FedNow post major incident review process
• Document Major Incidents and ensure that relevant information is collected, recorded, organized, and shared across the Business Operations and technology groups
• Facilitate team to identify problems, gaps, and gather requirements for knowledge documentation and sharing practice improvement
• Assist in developing knowledge capturing practices, including processes, forms, evidences, monitoring logs, etc. for scenario reconstruction purposes
• Work closely with Knowledge Manager to develop full understanding about the use of the Knowledge Management system and requirements
• Recommend effective solutions in the use of knowledge management system
• Mentor and coach Major Incident Handling team members in using solution knowledge captured in the KM system with the goal to improve time to resolution ratio, solution quality and efficiency
• Participate in Major Incident or problem review meetings and seek ways to ensure that processes are set up to meet the future support demands
• Maintain up-to-date knowledge by demonstrating strong motivation in continuous learning of latest methodologies and applications in capturing Major Incident solutions.

Required Skills:

• Minimum three (3) years proven track record in a large global IT service support environment with specific emphasis on Incident management; experience working with external personnel (outside group and/or outsourcer) to restore IT services
• Proven customer support experience (at least 3 years) in a large IT service support environment
• Excellent communication skills (both oral and written)
• Excellent analytical and gap analysis skills
• Excellent facilitation skills
• Strong teamwork and collaboration skills
• Strong interpersonal and relationship building skills
• Ability to stimulate creative thinking when approaching new situations
• Ability to remain calm in high stress situation
• Ability to work effectively with all roles within Business Operations and technical organizations

Desired Skills:

• ITIL Foundations Certification
• Experience working in a 24x7 Data Center Operations Environment

The Federal Reserve System is committed to a diverse and inclusive workplace and to provide 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.
All employees assigned to this position will be subject to FBI fingerprint/ criminal background and Patriot Act/ Office of Foreign Assets Control (OFAC) watch list checks at least once every five years.
The above statements are intended to describe the general nature and level of work required of this position. They are not intended to be an exhaustive list of all duties, responsibilities or skills associated with this position or the personnel so classified. While this job description is intended to be an accurate reflection of this position, management reserves the right to revise this or any job description at its discretion at any time.
For this job, any offer of employment is contingent upon successfully passing a two-phase security screening. The first phase consists of the satisfactory completion of a physical examination (including a drug screening), reference checks, and a security investigation consisting of credit and criminal history checks.
The second phase, which might not be complete until after you begin working at the Reserve Bank, is an additional risk-based security screening determined by the risk rating of the position. Depending upon the sensitivity of the position, this phase may include, and is not limited to, work and residency eligibility verification, and personal interviews with the candidate, references, and prior employers.
All applicants must have resided in the United States for at least three (3) years
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.
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