Service Management Senior Specialist

Company

Federal Reserve Bank of AtlantaFederal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine® Solutions, Fedwire® Funds and Securities, the National Settlement Service (NSS), FedCash®1, FedACH®, Check Services, and the FedNow® Service. FRFS operates as a fully integrated organization with groups dedicated to operations, technology, product and industry engagement, enterprise services, and one focused on the ongoing growth and development of the FedNow instant payment service. Our strategy defines our future direction, seeking to offer a fully integrated product suite that provides speed, resilience, and choice in meeting the payments needs of financial institutions across the United States. Through our Enterprise structure, we strive to meet the needs of the marketplace for new products and services with speed and agility, seek to provide a robust and unified customer experience, and work to create career growth opportunities for FRFS staff.

We seek leaders to set the vision, strategy, values, and priorities that enable FRFS to achieve its mission. Our leaders must demonstrate a strategic, action-oriented mindset focused on intellectual curiosity, agility, accountability, and the ability to drive innovation through experimentation. To achieve our vision for a people-focused organization with a strong collaborative and innovative culture, we expect our leaders to champion an inclusive environment and demonstrate our values in how we work and interact with each other and our broader community.

Onsite Work Expectations:
The Bank believes in flexibility to balance the demands of work and life while also recognizing the necessity of connecting and collaborating with our colleagues in person. Onsite work is an essential function of this position, and you are required to be onsite according to the schedule set by your management.

The Federal Reserve Financial Services (FRFS) is seeking a Service Management Senior Specialist to join our evolving enterprise-wide Service Management Organization (SMO). This role is essential for 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 service management capabilities, collaborating across product lines and operational teams to identify, analyze, and resolve systemic issues. In addition to problem management responsibilities, the Service Management Coordinator will be involved in major incident management and will assist with all service management tasks including Incident, Problem, Event, Request, Change, and Knowledge management.

The Service Management Senior Specialist will support and analyze incidents, problems, events, requests, and changes across FRFS products to pinpoint opportunities for continuous improvement, trending, and reporting. You will facilitate and execute Root Cause Analysis reports and meetings, oversee associated resolutions, and work with cross-functional teams to implement solutions and mitigation steps. You will also assist in managing major incidents, ensuring swift resolution and communication. The goal is to minimize future incidents and problems, reduce the risk of recurrence, and enhance operational reliability for all FRFS services. 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.

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 and incidents impacting any FRFS service or supporting application.
• Work multiple tickets simultaneously across Incident, Problem, Event, Request, Change, and Knowledge management, prioritizing based on business impact and urgency.
• Collaborate with other groups to determine root causes and drive enterprise-wide solutions for both incidents and problems.
• Write and maintain knowledge articles for known errors and incidents; share best practices across the organization.
• Lead pro-active service management initiatives to prevent future incidents and problems, and continuously improve service reliability.

• Develop and deliver high level reports, metrics, and analysis to inform stakeholders about service performance, identify trends, support root cause investigations, and drive continuous improvement initiatives that enhance operational reliability and customer satisfaction across FRFS products.

Service Management Scope and Coverage Expectations:

7:00am-7:00pm EST Working hours

This role supports service management activities across the FRFS portfolio during established operating hours and requires participation in a shared, rotational on-call schedule for after-hours, weekend, and holiday coverage. On-call engagements are generally low in volume but may increase during periods of heightened operational activity or significant incidents; those in this role must remain prepared to respond promptly and support resolution as needed. Employees required to provide on-call support on holidays can receive compensatory time in accordance with applicable policies and business needs.

This position offers a unique opportunity to be part of a transformative initiative, helping to build and strengthen an enterprise-wide SMO that supports the Federal Reserve’s mission-critical financial services. Your work will directly contribute to operational excellence across the FRFS portfolio, enhancing the payments landscape and customer experience nationwide.

 Expertise you would bring

• Bachelor’s degree with 6+ years relevant work experience
• ITIL certification preferred
• Experience with troubleshooting software-based Services
• Experience working with payments systems (preferred) and 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

It's added value if you have

• Exposure to, and experience with, developing and using automation to solve business problems
• Experience working 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

Experience:

Bachelor’s Degree or 4 years equivalent experience preferred. 5 years of relevant experience. 8 years of relevant experience for Expert level.

Our total rewards program offers benefits that are the best fit for you at every stage of your career:

• Comprehensive healthcare options (Medical, Dental, and Vision)
• 401K match, and a fully funded pension plan
• Paid vacation and holidays; flexible work environment
• Generously subsidized public transportation
• Education Assistance Program
• Professional development programs, training and conferences
• And more…

Additional Requirements:

• This position will require at minimum fingerprinting for a criminal background check, education and employment verification, along with potential additional screening requirements due to the information accessed while performing the job. Any offer of employment is contingent upon satisfactory results of any required background screening. These screenings would be initiated at the time of offer acceptance and can take up to approximately 8 weeks to be completed. The screening covers areas such as education/employment verification, criminal history, credit history, and reaches out to your references and people that know you well.
  • For Law Enforcement positions, physical, psychological, drug, stress/EKG, and attending an academy will be required.
• Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

• Federal Reserve Bank of Atlanta employees must comply with the Bank’s ethics rules. These rules generally prohibit employees, their spouses/domestic partners, and minor children from holding financial interests (such as common stock and corporate bonds) issued by financial institutions. This prohibition also applies to investment funds that focus on investing in the financial sector. If you, your spouse/domestic partner, or minor child own such securities, you will generally be asked to divest them if you accept an offer of Bank employment. If you have concerns about this prohibition, you should raise the issue with the recruiter for this posting early in the process.

 This is not necessarily an exhaustive list of all responsibilities, duties, performance standards or requirements, efforts, skills or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, rush jobs, change in workload or technological developments).

The Federal Reserve Bank of Atlanta is an equal opportunity employer.

Full Time / Part Time

Full time

Regular / Temporary

Regular

Job Exempt (Yes / No)

Yes

Job Category

Information Technology Family Group

Work Shift

First (United States of America)

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.

Always verify and apply to jobs on Federal Reserve System Careers (https://rb.wd5.myworkdayjobs.com/FRS) or through verified Federal Reserve Bank social media channels.

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