• 2nd Shift: Weds - Sunday 14 pm to 1 am ET

The Federal Reserve has developed a new interbank 24x7x365 real-time gross settlement (RTGS) service with integrated clearing functionality, called the FedNow Service. This service enables financial institutions to provide their customers with the ability to send and receive payments any time, any day, and have full access to those funds within seconds. This position is a unique opportunity to be part of this mission-critical Federal Reserve initiative that is transforming the payments landscape in the United States.

The FNOC Sr. Analyst will perform critical operational activities including monitoring, working with partner stakeholder teams to mitigate risks, support participant onboarding, and execute ongoing operational tasks for the FedNow Service. Heavy emphasis will be focused on identifying opportunities to improve operational efficiency via process standardization and automation. Provide expert guidance and technical support to clients and internal teams on all FedNow-related issues. The Senior Analyst will demonstrate their subject matter expertise by acting as an escalation point to our Level 1 customer support team while fulfilling customer requests.

What will be expected of you -

• Develop deep expertise of the FedNow Service & stay up to date on all the latest releases and development
• Interview, develop, train, mentor and provide performance feedback for Analysts
• Laser focus on a world class, end-to-end customer experience
• Facilitate high pressure troubleshooting calls for Production issues
• Need to be able to articulate complex technical concepts in a clear and accessible manner
• Fulfill all Service Requests escalated from Level 1 (L1) support
• Develop and maintain comprehensive documentation for knowledge and procedures
• Collaborate with cross-functional teams to assess functional needs, identify vulnerabilities, and recommend appropriate solutions
• Develop knowledge documentation, conduct training, and brainstorm automation ideas to support improving the customer experience via Shift Left of work to L1
• Flexibility to support a growing organization through multiple roles
• Monitor customer success metrics and KPIs
• Support the customer through FedNow functionality updates
• Support the customer onboarding process for new FedNow customers
• Independently identifying gaps and proactively creating solutions

Expertise you would bring -

• Bachelor's degree with 5+ years relevant work experience; or 10+ years relevant work experience
• Experience working within 24*7 support operations for a large enterprise
• Ability to work in a demanding environment and handle multiple competing priorities
• Strong analytical and problem-solving skills with demonstrated ability to quickly gather, analyze and synthesize information
• Initiative and innovation toward improving customer experience
• Organized and detail-oriented with a love for creating order out of chaos
• Motivated, energetic, adaptable with Intellectual curiosity paired with a high growth-mindset

Additional responsibilities -

• Provide feedback in the hiring process of new team members
• Provide performance feedback for team members
• Perform daily backend operational activities for billing, accounting and reconciliation
• Work on frequent internal risk and compliance inquiries for internal audits
• Perform verifications, onboarding and maintenance of participant profiles
• Execute internal backend tasks for bank mergers and account closures related to the FedNow service
• Consult on and perform reviews for publicly available Federal Reserve documentation
• Adopt a continuous improvement mindset by identifying and providing feedback on efficiency opportunities

Expertise you would bring -

• Bachelor's degree with 5+ years relevant work experience; or 10+ years relevant work experience
• Experience working within 24*7 support operations for a large enterprise
• Ability to work in a demanding environment and handle multiple competing priorities
• Strong analytical and problem-solving skills with demonstrated ability to quickly gather, analyze and synthesize information
• Initiative and innovation toward improving customer experience
• Organized and detail-oriented with a love for creating order out of chaos
• Motivated, energetic, adaptable with Intellectual curiosity paired with a high growth-mindset It's added value if you have-
• Familiarity with ISO20022 messages
• ITIL certification
• Direct experience using ServiceNow or similar tools within a large enterprise
• Experience using Application monitoring tools
• Experience within support operations spanning multiple contact channels
• Experience within support operations for a cloud-based Service

Our total rewards program offers benefits that are the best fit for you at every stage of your career:

• Comprehensive healthcare options (Medical, Dental, and Vision)
• 401K match, and a fully funded pension plan
• Paid vacation and holidays; flexible work environment
• Generously subsidized public transportation
• Education Assistance Program
• Professional development programs, training and conferences
• And more...

Additional Requirements:

• This position will require at minimum fingerprinting for a criminal background check, education and employment verification, along with potential additional screening requirements due to the information accessed while performing the job. Any offer of employment is contingent upon satisfactory results of any required background screening. These screenings would be initiated at the time of offer acceptance and can take up to approximately 8 weeks to be completed. The screening covers areas such as education/employment verification, criminal history, credit history, and reaches out to your references and people that know you well.
  • For Law Enforcement positions, physical, psychological, drug, stress/EKG, and attending an academy will be required.
• Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

This is not necessarily an exhaustive list of all responsibilities, duties, performance 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, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, rush jobs, change in workload or technological developments).

Full Time / Part Time
Full time

Regular / Temporary
Regular

Job Exempt (Yes / No)
No

Job Category
Operations Family Group

Work Shift
Second (United States of America)