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About the Role

The Service Management Senior Specialist will support and advance the operational stability of FRFS products, including Fedwire, ACH, Check, FedLine, FedNow, FedCash, and all supporting applications. This role is essential for building and maturing the organization’s service management capabilities, collaborating across product lines and operational teams to identify, analyze, and resolve systemic issues. The goal is to minimize future incidents and problems, reduce the risk of recurrence, and enhance operational reliability for all FRFS services.

Responsibilities

• Maintain focus on delivering a world-class, end-to-end customer experience across all FRFS products.
• Diagnose and resolve problems and incidents impacting any FRFS service or supporting application.
• Work multiple tickets simultaneously across Incident, Problem, Event, Request, Change, and Knowledge management, prioritizing based on business impact and urgency.
• Collaborate with other groups to determine root causes and drive enterprise-wide solutions for both incidents and problems.
• Write and maintain knowledge articles for known errors and incidents; share best practices across the organization.
• Lead pro-active service management initiatives to prevent future incidents and problems, and continuously improve service reliability.
• Develop and deliver high-level reports, metrics, and analysis to inform stakeholders about service performance, identify trends, support root cause investigations, and drive continuous improvement initiatives that enhance operational reliability and customer satisfaction across FRFS products.
• Support and analyze incidents, problems, events, requests, and changes across FRFS products to pinpoint opportunities for continuous improvement, trending, and reporting.
• Facilitate and execute Root Cause Analysis reports and meetings, oversee associated resolutions, and work with cross-functional teams to implement solutions and mitigation steps.
• Assist in managing major incidents, ensuring swift resolution and communication.

Requirements

• Bachelor’s degree with 6+ years relevant work experience
• 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 improving customer experience leveraging the scientific method
• Strong collaboration, influencing skills, and verbal and written communication skills
• Strong organizational and time management skills
• Experience with one or more methods for determining root cause such as Ishikawa, 5 Whys, FMEA, Kaizen, etc.
• Experience or familiarity with event management
• Experience troubleshooting both on-prem and cloud-based infrastructures
• Minimum fingerprinting for a criminal background check, education and employment verification, along with potential additional screening requirements.
• Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.
• Federal Reserve Bank of Atlanta employees must comply with the Bank’s ethics rules regarding financial interests.

Skills

• ITIL certification preferred
• Experience with payments systems
• Experience with monitoring/tracking software (such as ServiceNow, Salesforce, Dynatrace, Grafana, or similar tools within a large enterprise)
• Troubleshooting
• Root Cause Analysis
• Event management
• On-prem and cloud-based infrastructure troubleshooting
• Exposure to, and experience with, developing and using automation to solve business problems
• Familiarity with ISO20022 messages
• Familiarity with Agile, or SAFe Agile
• Experience with agile software tools such as Octane, Jira, VersionOne, Confluence

Location

• Onsite

Work Type

• Full-time
• Onsite Work Expectations

Experience Level

• Senior Specialist
• 5 years of relevant experience
• 8 years of relevant experience for Expert level

Education Level

• Bachelor’s Degree or 4 years equivalent experience preferred

Benefits

• 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

About the Company

• Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine® Solutions, Fedwire® Funds and Securities, the National Settlement Service (NSS), FedCash®1, FedACH®, Check Services, and the FedNow® Service.
• FRFS operates as a fully integrated organization with groups dedicated to operations, technology, product and industry engagement, enterprise services, and one focused on the ongoing growth and development of the FedNow instant payment service.
• Our strategy defines our future direction, seeking to offer a fully integrated product suite that provides speed, resilience, and choice in meeting the payments needs of financial institutions across the United States.
• Through our Enterprise structure, we strive to meet the needs of the marketplace for new products and services with speed and agility, seek to provide a robust and unified customer experience, and work to create career growth opportunities for FRFS staff.
• We seek leaders to set the vision, strategy, values, and priorities that enable FRFS to achieve its mission.
• Our leaders must demonstrate a strategic, action-oriented mindset focused on intellectual curiosity, agility, accountability, and the ability to drive innovation through experimentation.
• To achieve our vision for a people-focused organization with a strong collaborative and innovative culture, we expect our leaders to champion an inclusive environment and demonstrate our values in how we work and interact with each other and our broader community.
• 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.

Equal Opportunity

• The Federal Reserve Bank of Atlanta is an equal opportunity employer.
• 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.