FRFS Problem Management Specialist
$121,800–$182,600 year
On-siteChicago, Illinois, United States or New York City, New York, United States
Job Summary
Track incidents and trends across FRFS products to pinpoint opportunities for deeper investigation and root cause analysis. Facilitate Root Cause Analysis reports and meetings, oversee associated problem resolutions, and collaborate with cross-functional teams to implement solutions and mitigation steps. Work multiple problem tickets simultaneously, prioritizing based on business impact and urgency, while writing knowledge articles for known errors and sharing best practices. Lead proactive problem management initiatives to prevent future incidents and continuously improve service reliability for Fedwire, ACH, Check, FedLine, FedNow, and FedCash. This role supports the evolving enterprise-wide Service Management Organization within the Federal Reserve Bank of Boston's strategic transformation to a national, enterprise-focused structure.
Required Qualifications
- Bachelor's degree
- 6+ years relevant work experience
- ITIL certification preferred
- Experience with troubleshooting software-based Services
- Experience working with payments systems
- Experience with monitoring/tracking software (such as ServiceNow, Salesforce, Dynatrace, Grafana, or similar tools within a large enterprise)
- Analytical and problem-solving skills with ability to gather, analyze and synthesize information
- Initiative toward improving customer experience leveraging the scientific method
- Strong collaboration, influencing skills, and verbal and written communication skills
- Strong organizational and time management skills
- Experience with one or more methods for determining root cause such as Ishikawa, 5 Whys, FMEA, Kaizen, etc.
- Experience or familiarity with event management
- Experience troubleshooting both on-prem and cloud-based infrastructures
- Exposure to, and experience with, developing and using automation to solve business problems
- Familiarity with ISO20022 messages
- Experience or familiarity with Agile, or SAFe Agile
- Experience with agile software tools such as Octane, Jira, VersionOne, Confluence
- Residency commutable to one of our offices required
- Must have resided in the United States for at least three (3) years
- Must pass a two-phase security screening including physical examination, drug screening, reference checks, and security investigation
- Must be eligible for work and residency verification
Desired Qualifications
- ITIL certification preferred
- Experience working with payments systems (preferred)
- Experience with payments systems (preferred)
- Familiarity with ISO20022 messages
- Experience or familiarity with Agile, or SAFe Agile
- Experience with agile software tools such as Octane, Jira, VersionOne, Confluence
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