Federal Reserve Financial Services Service Management Sr. Specialist
Core
Senior Service Management Specialist supporting operational stability of Federal Reserve Financial Services (FRFS) products including Fedwire, ACH, Check, FedLine, and FedNow.
Role type
Senior IC Service Management Specialist (ITIL/Incident/Problem Management)
Builds
Operational reliability and end-to-end customer experience for mission-critical US financial payments infrastructure
Domain
US Federal Reserve / Financial Services / Payments Systems
Required skills
Incident management, Problem management, Root cause analysis (RCA), Change management, Knowledge management, Major incident response, ServiceNow, Service monitoring tools, Payments systems knowledge, On-prem and cloud infrastructure troubleshooting
Preferred skills
ITIL certification, ISO20022 messages, Agile/SAFe, Automation development, Event management
Technologies
ServiceNow, Salesforce, Dynatrace, Grafana, Octane, Jira, VersionOne, Confluence
Responsibilities
Diagnose and resolve problems and incidents impacting FRFS services, facilitate Root Cause Analysis reports and meetings, oversee resolutions and implement mitigation steps, manage major incidents ensuring swift resolution and communication, write and maintain knowledge articles for known errors, develop and deliver high-level reports and metrics on service performance, lead proactive service management initiatives to prevent future incidents.
Seniority
Senior, hands-on IC