IT Analyst Experienced/Senior/Advanced

Federal Reserve Bank of Cleveland; Cleveland (OH); Presencial; USD 73.000 - 139.000; Jornada completa

Descripción de la vacante

The Federal Reserve Bank of Cleveland is seeking an Advanced IT Analyst within the Infrastructure, Platforms & Operations group. The role focuses on IT service management, AI-enabled processes, and data-driven improvement of IT delivery.

You will gather the voice of the customer, apply ITSM-aligned AI technologies, and lead automation initiatives while advising senior management on best practices and new enhancements.

Formación

• Advanced understanding of IT Service Management (ITSM) processes, operations, policies, and technologies.
• Excellent customer service skills and ability to interact with diverse audiences.
• Experience with enterprise IT platforms such as ServiceNow.
• Ability to lead cross-team initiatives and translate complex concepts for stakeholders.
• Strong analytical and problem-solving skills with data quality and process mapping.
• Excellent interpersonal, negotiation, and written communications skills.
• Understanding and applying risk management in decision-making.
• Ability to work independently on broad assignments.

Responsabilidades

• Perform complex ITSM analysis focusing on AI-enabled request fulfillment.
• Collaborate with System-IT to translate customer feedback into requirements.
• Analyze ITSM metrics and drive automation initiatives with AI-supported data insights.
• Develop and design new processes using AI and non-AI ITSM technologies.
• Lead discussions and present outcomes to senior management.
• Contribute to cross-functional process improvement projects in IT service management.
• Perform other related duties as assigned.

Conocimientos

ITSM

Customer service

ServiceNow

Leadership

Analytics

Communication

Risk management

Independent work

Herramientas

ServiceNow AI platform

Descripción del empleo

Company

Federal Reserve Bank of Cleveland

When you join the Federal Reserve - the nation's central bank you’ll play a key role, collaborating with leading tech professionals to strengthen and protect our economic, financial and payments systems. We invest in contemporary and emerging technology each year to support the Federal Reserve and our economy, and we’re building a dynamic and diverse team for our future.

The Infrastructure, Platforms & Operations portfolio supports the strategic direction and product delivery for System IT infrastructure and operations, as well as the alignment of technology to business strategies. The team serves as the business partner for secure and reliable IT products, services, and operations.

The Advanced IT Analyst drives innovation, service management analysis, develops recommendations to solve problems and issues related to IT service management solutions. This role provides guidance in identifying, evaluating and developing processes and procedures that build a strong federated service management ecosystem with a focus on IT request delivery employing Artificial Intelligence (AI) solutions. The Advanced IT Analyst gathers and incorporates the voice of the customer into contributions to System-wide projects applying ITSM-aligned AI technologies to address technical or systems issues. Leads reporting and analysis identifying opportunities to automate manual processes while consulting with System IT colleagues and management implementing AI solutions to identified issues. The Advanced IT Analyst provides expert advice evaluating new enhancements, driving innovation, and determines best practices and suggests how to automate solutions. Advanced level position is recognized as an advanced contributor and subject matter expert in IT Service Management with a focus on IT request delivery.

Responsibilities

• Performs complex analysis of major business issues and proactively searches for and recommends sustainable solutions utilizing AI-native methodologies and tools with a primary focus on IT service management request fulfillment.
• Works with System-IT community and peers to assess current capabilities, translate voice-of-the-customer feedback into refined customer requirements and specifications using AI-native solutions. Recommends and implements business process improvements utilizing IT service management technologies.
• Proactively reviews, compiles and analyzes detailed and complex IT service management statistics and data to identify trends and opportunities for process automation. Provides leadership and collaboration in deploying AI-assisted capabilities for data analysis, information or process mapping, and evaluating root cause and effect. Lede's documentation of best practices with the greater service management community.
• Develops and designs new processes that support business outcomes utilizing AI and non-AI based service management technologies.
• Leads process improvement and solution discussions utilizing AI and non-AI based service management automation technologies and presents outcomes in written and verbal format to senior management.
• Leads advanced level development and design new business processes, utilizing AI and non-AI based service management automation technologies, of a major and critical nature and the elaboration and updating of existing business processes.
• Key participant in cross-functional team initiatives and process improvement projects within IT service management.
• Performs other related duties as assigned.

Education and Experience

IT Analyst Experienced

• Bachelor’s degree in information technology, Computer Science, or related field (or
• undefined
• 3-5 years of experience in Information Technology (IT)analysis or similar analytics role

IT Analyst Senior

• Bachelor’s degree in information technology, Computer Science, or related field (or
• undefined
• 6-9+ years of experience in Information Technology (IT) analysis or similar analytics role

IT Analyst Advanced

• Bachelor’s degree in information technology, Computer Science, or related field (or
• undefined
• 10+ years of experience in Information Technology (IT) analysis or similar analytics role

Required Qualifications

• Advanced understanding of IT Service Management (ITSM) processes (incident, change, config, asset, problem), operations, policies, procedures and technologies, and experience using request management processes to support them.
• Excellent customer service skills and demonstrated ability to interact with anticipated audiences in a courteous, service-oriented manner
• Proven experience with enterprise IT platforms such as ServiceNow
• Demonstrated ability to lead initiatives, facilitate cross-team collaboration, and translate complex technical concepts for business and technical stakeholders
• Strong analytical and problem-solving skills with the ability to assess data quality issues, process gaps, and system dependencies
• Excellent interpersonal, negotiation, creativity, attention to detail, and oral and written communications skills tailored for the intended audience.
• Demonstrated understanding and applying risk management discipline in decision-making.
• Works independently on broad assignments or under general directions as to scope or objectives. Makes decisions within established or widely accepted standards.

Preferred Qualifications

• Advanced knowledge of department/business lines, Reserve Banks, and / or System operations, policies, procedures and technologies.
• Certifications with ServiceNow AI platform especially SN’s portal technologies such as Employee Center, Service Catalog, and Now Assist/Otto AI capabilities.
• Experience with ServiceNow Process Mining or similar technologies
• Practical experience with Generative AI platforms including familiarity with basics of prompt engineering, experience refining AI outputs, and general awareness of AI ethics and safety.
• Experience with Agentic AI platforms (preferably ServiceNow) including understanding how AI agents can be deployed to solve problems, troubleshooting and refining AI agent behavior.
• Extensive experience documenting and analyze customer requirements and driving refinement into functional requirements and technology specifications.

Physical Demands and General Working Conditions

This is not necessarily an exhaustive list of all responsibilities, duties, 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, the Federal Reserve Bank of Cleveland reserves the right to revise this or any job description at any time.

Locations

• The following Reserve Bank locations are preferred due to the concentration of System IT team members in these locations: Richmond, Kansas City, Dallas, and St. Louis

Salary

The expected starting salary range for the Analyst – IT Experienced is between $73,400-$91,800, the Analyst – IT Senior is between $90,500-$113,100, and the Analyst – IT Advanced is between $111,400-$139,200 annually.

• The listed salary is applicable to 4th District. Final offers are determined by factors including the candidate’s qualifications, internal alignment considerations, district assignment, and geographic location.

Screening

This position has additional screening requirements due to the information accessed while performing the job. These additional screenings would be initiated at the time of offer acceptance and could take up to a couple of months to complete. You can begin work before the screening is completed; however, continued employment is contingent on acceptable screening results. The areas screened may include education/employment verification, criminal history, credit history, and reference checks.

Sponsorship

The Federal Reserve System will not sponsor a new applicant for employment authorization for this position. Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job responsibilities, and to receive other benefits and privileges of employment. If you need assistance or an accommodation due to a disability, please email us at [e-mail]

Posting Deadline

11/09/2026

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.

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