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Senior Specialist, Service Management
Federal Reserve Board. Support and advance the enterprise-wide Service Management Organization for Federal Reserve Financial Services .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in service management and operational stability for financial services, with a strong focus on incident analysis, root cause investigation, and customer experience enhancement. Proficient in utilizing monitoring tools and methodologies to drive continuous improvement and effective collaboration across teams.
Highest-signal resume keywords
ITIL CertificationExperience With Payments SystemsRoot-Cause Analysis MethodsMonitoring/Tracking Software ExperienceAgile Methodologies Familiarity
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementProblem ManagementEvent ManagementChange ManagementKnowledge ManagementTroubleshooting Software-Based ServicesAutomation DevelopmentRoot Cause AnalysisData AnalysisService Performance Metrics
Soft Skills
Collaboration SkillsInfluencing SkillsVerbal Communication SkillsWritten Communication SkillsOrganizational SkillsTime Management SkillsAnalytical SkillsProblem-Solving Skills
Tools & Technologies
ServiceNowSalesforceDynatraceGrafanaOctaneJiraVersionOneConfluence
Certifications & Qualifications
ITIL Certification
Industry Keywords
Federal Reserve Financial ServicesFedwireACHFedLineFedNowFedCashISO20022AgileSAFe Agile
Tech Stack
Tools & technologiesCloudGrafanaServiceNowSwift
About the role
Key responsibilities & impact- Support and advance the enterprise-wide Service Management Organization for Federal Reserve Financial Services
- Support operational stability of Fedwire, ACH, Check, FedLine, FedNow, FedCash, and supporting applications
- Analyze incidents, problems, events, requests, and changes across FRFS products
- Facilitate and execute Root Cause Analysis reports and meetings
- Oversee resolutions and collaborate with cross-functional teams on solutions and mitigation steps
- Assist in managing major incidents, ensuring swift resolution and communication
- Maintain a world-class, end-to-end customer experience across FRFS products
- Diagnose and resolve problems and incidents impacting FRFS services or supporting applications
- Manage multiple tickets across Incident, Problem, Event, Request, Change, and Knowledge management
- Collaborate across groups to determine root causes and drive enterprise-wide solutions
- Write and maintain knowledge articles for known errors and incidents
- Lead proactive service management initiatives to prevent future incidents and improve service reliability
- Develop and deliver reports, metrics, and analysis on service performance, trends, root-cause investigations, and continuous improvement
- Participate in a shared rotational on-call schedule for after-hours, weekends, and holidays
- Work within 7:00am–7:00pm EST established operating hours
Requirements
What you’ll need- Bachelor’s degree with 6+ years relevant work experience
- Bachelor’s Degree or 4 years equivalent experience preferred
- 5 years of relevant experience
- 8 years of relevant experience for Expert level
- ITIL certification preferred
- Experience troubleshooting software-based services
- Experience with payments systems preferred
- 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 root-cause methods such as Ishikawa, 5 Whys, FMEA, or Kaizen
- Experience or familiarity with event management
- Experience troubleshooting 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, or Confluence
- Must be currently authorized to work in the United States without visa sponsorship now or in the future
- Must successfully complete required background screening, including fingerprinting, criminal background check, education and employment verification, and potentially additional screening
Benefits
Comp & perks- Comprehensive healthcare options (Medical, Dental, and Vision)
- 401K match
- Fully funded pension plan
- Paid vacation and holidays
- Flexible work environment
- Generously subsidized public transportation
- Education Assistance Program
- Professional development programs, training and conferences
- Compensatory time for holiday on-call support in accordance with applicable policies and business needs