FRFS SMO Senior Specialist

About this role

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 searching for a dynamic and strategic Service Management Senior Specialist to join our innovative, enterprise-wide Service Management Organization (SMO). In this pivotal role, you will drive operational excellence and stability across FRFS’s critical products, including Fedwire, ACH, Check, FedLine, FedNow, FedCash, and all supporting applications. As a key member of the SMO, you will be instrumental in developing, maturing, and elevating our service management capabilities, partnering with cross-functional teams and product lines to proactively identify, analyze, and resolve systemic challenges. Your expertise will shape, implement, and continuously improve robust service management frameworks that foster enterprise accountability and operational reliability. Core responsibilities include leading major incident and problem management activities, as well as overseeing Event, Request, Change, and Knowledge management processes. This is an opportunity to make a lasting impact by ensuring the seamless delivery of world-class financial services and creating a culture of continuous improvement and customer-centricity throughout the organization.

As a Service Management Senior Specialist, you will play a pivotal role in executing core SMO responsibilities, leading the management and resolution of incidents and problems, while driving accountability across the Service Management Organization. You will not only support and analyze incidents, problems, events, requests, knowledge, and changes across FRFS products, but also ensure that related teams and roles fulfill their responsibilities within the service management lifecycle. You will champion a culture of enterprise accountability and operational excellence. Additionally, you will own the development and completion of detailed reporting, metrics, and performance analyses, regularly communicating results to leadership to inform strategic decisions and drive continuous improvement. Your proactive approach will help minimize future incidents and risks, enhance operational reliability, and deliver seamless, world-class customer experience for all FRFS users.

While the regular schedule for this function is typically business hours, this role may require on-call availability overnight and weekends when needed to support the service management lifecycle.

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

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.  

This position offers a unique opportunity to be part of a transformative initiative, helping to build ,   strengthen , and mature   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  

Proactive approach to enhancing customer experience by using data-driven analysis and continuous improvement strategies  

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   incident, problem,   request,   event , change, and knowledge   management   functions  

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  

Fam

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