The Problem Management Specialist will track incidentsand trendsacross FRFS products to pinpoint opportunities for deeper investigation and root cause analysis. You willfacilitateand execute Root Cause Analysis reports andmeetings, oversee associated problem resolutions, and work with cross-functional teams to implement solutions and mitigation steps. The goal is to minimize future incidents and reduce the risk of recurrence, drawing on a broad understanding of FRFS services and the underlying technologies that support them. By partnering with teams across the enterprise, you will help shape andmaintaina world-class, end-to-end customer experience for all FRFS users. 

Position Contributions – 

As part of the SMO, you will: 

• Maintain laser focus on delivering a world class, end-to-end customer experience across all FRFS products. 

• Diagnose and resolve problems impacting any FRFS service or supporting application. 

• Work multiple problem tickets simultaneously, prioritizing 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. 

• Leadpro-activeproblem management initiatives to prevent future incidents and continuously improve service reliability. 

This position offers a unique opportunity to be part of a transformative initiative, helping to build and strengthen an enterprise-wide SMO that supports the Federal Reserve’s mission-critical financial services. Your work will directly contribute to operational excellence across the FRFS portfolio, enhancing the payments landscape and customer experience nationwide.

Expertise you would bring – 

• Bachelor’s degree with 6+ years relevant work experience 

• ITIL certification preferred 

• Experience with troubleshooting software-based Services 

• Experience working with payments systems (preferred) and monitoring/tracking software (such as ServiceNow, Salesforce, Dynatrace, Grafana, or similar tools within a large enterprise).  

• Analytical and problem-solving skills with ability to gather, analyze and synthesize information 

• Initiative toward improvingcustomer experience leveraging the scientific method

• Strong collaboration, influencing skills, and verbal and written communication skills

• Strongorganizational and time management skills

• Experience with one or more methods fordeterminingroot cause such as Ishikawa, 5 Whys, FMEA, Kaizen, etc.

• Experience or familiarity with event management

• Experience troubleshooting both on-prem and cloud-based infrastructures

It's added value if you have- 

• Exposure to, and experience with, developing and using automation to solve business problems  

• Experience working with payments systems (preferred) 

• Familiarity with ISO20022 messages 

• Experience or familiarity with Agile, or SAFe Agile 

• Experience with agile software tools such as Octane, Jira, VersionOne, Confluence

Salary

The salary range for this position is $121,800 - $182,600. The Boston Fed believes in salary transparency. We anticipate hiring in $140-150k range for candidates who meet most qualifications, with room for growth. The final salary and offer will be determined by the applicant’s background, skills, internal equity, and alignment with market data. Whether you’re developing into the job or are a more seasoned candidate, we aim to pay competitively. If you reside outside of the 1st District (Boston Fed), you may be hired by your local Federal Reserve District and compensation will follow hiring District's range and policy.