Technical Analyst

• Maintain detailed awareness of end-to-end customer experience 

• Provide network testing support and facilitation to the Federal Reserve’s customers including Banks and Credit Unions.

• Promptly identify, troubleshoot, and resolve basic to intermediate support requests including applications, software, hardware, browser configuration, network connectivity and/or other issues related to firewalls, and VPN/router installation and configuration. 

• Develop expertise on the FedNow service and provide business application support. 

• Fulfill FedNow Test message requests from customers.

• Provide support for Federal Reserve customer use of middleware and file transfer technologies, including IBM Connect: Direct®, IBM® MQ and MQ Client, and Axway Secure Client.

• Facilitate network and application integration validations by generating and delivering test messages and files for payment applications.

• Troubleshoot and support basic to intermediate customer inquiries using a variety of tools and resources.

• Analyze customer requests, coordinate and schedule tests

• Participate in and support simple and moderately complex Federal Reserve System-level projects, such as implementation/upgrades of end-user hardware and software.

• Actively participate in other activities and workgroups as instructed.

• Utilize available site-specific on-site lab to emulate customer environment for product troubleshooting purposes. 

• Utilize available site-specific on-site lab to test new products and service offerings, including cloud-based services.

• Create and maintains procedures/documentation.

• Fulfill basic Service Requests escalated from Level 1 (L1) support

• Actively support and promote Continual Service Improvement (CSI) environment

Additional Responsibilities at the Technical Analyst Level II

• Maintain intermediate understanding of customer connections and functionality of the channels. Assists customers in the creation and installation of network and application definitions as well as ordering and installing server certificates.

• Lead in the research and resolution of moderately complex external customer connectivity test requests associated with supported electronic access channels. 

• Develop advanced expertise on the FedNow service and lead business application support troubleshooting issues. 

• Coordinate production, contingency, and application upgrade testing for customer connections.  

• Maintain knowledge and provide guidance to customers to ensure they receive support in the setup of middleware.  

• Assume lead responsibilities in the execution of assigned and ad-hoc projects. 

• Identify and professionally communicates ideas for increased efficiency and department knowledge. 

Qualifications: 

To be considered at the Technical Analyst I level, you must meet the following educational and work experience:  

• Bachelor’s degree in a closely related field and minimum 1 year of full-time relevant experience, including use of networking skills

• OR Associate degree in a closely related field and minimum 2 years of full-time relevant experience, including use of networking skills.  

To be considered at the Technical Analyst II level, you must meet the following educational and work experience:  

• Bachelor’s degree in a closely related field and minimum 3 years of full-time relevant experience, including use of networking skills

• OR Associate degree in a closely related field and minimum 5 years of full-time relevant experience, including use of networking skills.  

Applicable at both level I and II

• Experience in multiple hardware/software platforms and applications. 

• Proven experience and understanding networking concepts includingOSI layers, networks, protocols, and digital certificates. 

• General understanding of cloud infrastructure. 

• Strong initiative, analytical skills, and customer service skills. 

• Ability to quickly grasp in depth understanding of procedures and automated systems. 

• Interpersonal skills, including the ability to work effectively in a team environment. 

• Ability to multi-task and communicate technical concepts to end-users.

Certifications desired:  Cisco Certified Network Associate (CCNA), Cisco Certified Entry Network Technician (CCENT), Comp TIA Network+, Amazon Web Services/Google Cloud/Microsoft Azure, Networking certification(s), etc.