FedNow Problem Management Analyst

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. While open to location and remote work, residence near a Federal Reserve facility is preferred.
FedNow Problem Management Analyst
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 to 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.
Position Contributions -
The Problem Management analyst will contribute to the FedNow service by tracking Incidents to identify areas where a Problem investigation is warranted. The analyst will be part of a team that is responsible for the facilitation and execution of Root Cause Analysis meetings and overseeing associated Problem resolutions. The focus of this position is to collaborate with FedNow Operations teams to obtain solutions and mitigation steps to reduce the impact of any future incidents, or to eliminate the potential of re-occurrence. This analyst will need to gain in depth experience on the FedNow service and the underlying technology that supports it.
What will be expected of you: -

• Laser focus on a world class, end-to-end customer experience
• Diagnose and resolve problems
• Work multiple problem tickets
• Work with other groups to determine root causes of problems
• Write knowledge articles for known errors
• Pro-active problem management to prevent future incidents
• Support the Continual Service Improvement process for FedNow
• Flexibility to support a growing organization

Expertise you would bring -

• Bachelor's degree with 5+ years relevant work experience; or 10+ years relevant work experience
• ITIL certification
• Experience with troubleshooting software-based Services
• Experience with ServiceNow, Salesforce, Dynatrace, Grafana, IR360 or similar tools within a large enterprise
• Analytical and problem-solving skills with ability to gather, analyze and synthesize information
• Initiative and innovation toward improving customer experience leveraging the scientific method
• Strong collaboration, influencing skills, and verbal and written communication skills
• Strong organizational and time management skills
• Position is remote

It's added value if you have-

• Experience with one or more methods for determining root cause such as Ishikawa, 5 Whys, FMEA, Kaizen, etc.
• Experience with troubleshooting cloud-based infrastructure
• Exposure to using automation to solve business problems such as Robotic Process Automation (RPA) software.
• Experience working with payments systems (preferred)
• Familiarity with ISO20022 messages
• Experience or familiarity with Agile, or SAFe Agile
• Experience or familiarity with event management
• Experience with agile software tools such as Octane, Jira, VersionOne, Trello, Confluence

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.
Privacy Notice