Senior Service Management Specialist - Payments Platform

Federal Reserve Bank of Atlanta; Atlanta (GA); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Healthcare options

401K match

Pension plan

Paid vacation and holidays

Flexible work environment

Transit subsidy

Education Assistance Program

Professional development

Job summary

The Federal Reserve Bank of Atlanta is seeking a Service Management Senior Specialist to join our evolving enterprise-wide Service Management Organization (SMO). This role supports and advances operational stability for FRFS products such as Fedwire, ACH, Check, FedLine, FedNow, and more.

You’ll help mature service management, analyze incidents, and drive continuous improvement across the portfolio. You will partner with product teams and operations to implement solutions, manage major

Qualifications

• Bachelor’s degree with 6+ years relevant work experience
• ITIL certification preferred
• Experience with troubleshooting software-based services
• Experience with payments systems (preferred) and monitoring tools such as ServiceNow, Salesforce, Dynatrace, Grafana, or similar tools
• Strong analytical and problem-solving abilities
• Strong collaboration and communication skills
• Experience with root-cause methodologies (Ishikawa, 5 Whys, FMEA, Kaizen)
• Experience with on-prem and cloud infrastructures

Responsibilities

• Support incidents, problems, events, requests, and changes across FRFS products.
• Lead major incident management and post-incident reviews.
• Develop high-level reports and metrics for stakeholders.
• Collaborate across teams to implement solutions and preventive measures.
• Create knowledge articles for known errors and incidents.

Skills

Analytical skills

Problem-solving

Communication skills

Collaboration

Root-cause analysis

Incident management

On-prem & cloud infra

Education

Bachelor’s degree

Tools

ServiceNow

Salesforce

Dynatrace

Grafana

Jira

Confluence

Octane

Job description

The Federal Reserve Bank of Atlanta is seeking a Service Management Senior Specialist to join our evolving enterprise-wide Service Management Organization (SMO). This role supports and advances operational stability for FRFS products such as Fedwire, ACH, Check, FedLine, FedNow, and more.

You’ll help mature service management, analyze incidents, and drive continuous improvement across the portfolio. You will partner with product teams and operations to implement solutions, manage major