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.

The FRFS Enterprise operates with a customer-first mindset, comprised of team members seeking to do the best work of their careers in pursuit of our important central bank mission.

The Federal Reserve Financial Services (FRFS) is seeking a Problem Management Specialist to join our evolving enterprise-wide Service Management Organization (SMO).

This role is critical in supporting and advancing the operational stability of FRFS products, including Fedwire, ACH, Check, FedLine, FedNow, FedCash, and all supporting applications.

As a member of the SMO, you will help build and mature the organization’s problem management capabilities, collaborating across product lines and operational teams to identify, analyze, and resolve systemic issues.

The position will be primarily on-site with residency commutable to one of our offices required.

The Problem Management Specialist will track incidents and trends across FRFS products to pinpoint opportunities for deeper investigation and root cause analysis.

You will facilitate and execute Root Cause Analysis reports and meetings, oversee associated problem resolutions, and work with cross-functional teams to implement solutions and mitigation steps.

The goal is to minimize future incidents and reduce the risk of recurrence, drawing on a broad understanding of FRFS services and the underlying technologies that support them.

By partnering with teams across the enterprise, you will help shape and maintain a world-class, end-to-end customer experience for all FRFS users.  

Position Contributions –  

As part of the SMO, you will:  


* Maintain laser focus on delivering a world class, end-to-end customer experience across all FRFS products.  



* Diagnose and resolve problems impacting any FRFS service or supporting application.  



* Work multiple problem tickets simultaneously, prioritizing based on business impact and urgency.  



* Collaborate with other groups to determine root causes and drive enterprise-wide solutions.  



* Write and maintain knowledge articles for known errors and share best practices across the organization.  



* Lead pro-active problem management initiatives to prevent future incidents and continuously improve service reliability.  

This position offers a ...