Problem Management Specialist: Payments Reliability & RCA

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

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.