FRFS SMO Senior Specialist

Federal Reserve Bank of New York; Boston (MA); On-site; USD 121,800 - 182,600; Full time

Job summary

Federal Reserve Bank of Boston is seeking a Problem Management Specialist to advance operational stability for FRFS products, including Fedwire, ACH, Check, FedLine, FedNow, and FedCash. You will build problem management capabilities, analyze systemic issues, and drive enterprise-wide improvements to customer experience.

The role emphasizes root-cause analysis, proactive initiatives, and collaboration with product and operations teams to prevent incidents and improve reliability.

Qualifications

• Bachelor’s degree required; 6+ years of relevant work experience.
• ITIL certification preferred.
• Experience troubleshooting software-based services.
• Experience with payments systems preferred and monitoring/tracking software.

Responsibilities

• Track incidents and trends across FRFS products to identify opportunities for deeper investigation and root-cause analysis.
• Facilitate and execute Root Cause Analysis reports and meetings, overseeing problem resolutions.
• Work with cross-functional teams to implement solutions and mitigation steps.
• Prioritize multiple problem tickets 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 proactive problem management initiatives to prevent future incidents and continuously improve service reliability.

Skills

Analytical

Problem solving

Communication

Collaboration

Time management

Initiative

Education

Bachelor’s degree

Tools

ServiceNow

Salesforce

Dynatrace

Grafana

Jira

VersionOne

Confluence

Octane

Job description

Problem Management Specialist

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 part of the Service Management Organization, you will build and mature the organization’s problem management capabilities, collaborating across product lines and operational teams to identify, analyze, and resolve systemic issues while ensuring a world‑class customer experience.

Responsibilities

• Track incidents and trends across FRFS products to pinpoint opportunities for deeper investigation and root‑cause analysis.
• Facilitate and execute Root Cause Analysis reports and meetings, overseeing associated problem resolutions.
• Work with cross‑functional teams to implement solutions and mitigation steps.
• Prioritize multiple problem tickets 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 proactive problem management initiatives to prevent future incidents and continuously improve service reliability.

Qualifications

• Bachelor’s degree with 6+ years of relevant work experience.
• ITIL certification (preferred).
• Experience troubleshooting software‑based services.
• Experience with payments systems (preferred) and monitoring/tracking software (e.g., ServiceNow, Salesforce, Dynatrace, Grafana, or similar).
• Strong analytical and problem‑solving skills; 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, Kaizen, etc.
• Experience or familiarity with event management.
• Experience troubleshooting both on‑prem and cloud‑based infrastructures.
• Experience developing and using automation to solve business problems (added value).
• Familiarity with ISO20022 messages.
• Experience with Agile or SAFe Agile and related tools such as Octane, Jira, VersionOne, Confluence.

Salary

The salary range for this position is $121,800 - $182,600. We anticipate hiring in the $140,000–$150,000 range for candidates who meet most qualifications, with room for growth.

Security & Background Screening

All employees assigned to this position will be subject to FBI fingerprint/criminal background and Patriot Act/Office of Foreign Assets Control (OFAC) watch‑list checks at least once every five years. Offer of employment is contingent upon successfully passing a two‑phase security screening, which includes a physical examination (including a drug screening), reference checks, and a security investigation consisting of credit and criminal history checks. The second phase may include work and residency eligibility verification and personal interviews. All applicants must have resided in the United States for at least three (3) years.

Equal Employment Opportunity

The Federal Reserve Bank of Boston is committed to providing equal employment opportunities to all persons without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetic information, disability, or military service.