FNOC Senior Analyst (2nd shift)

Company

Federal Reserve Bank of Boston

This is a 2nd shift role (4pm - 1am ET), Wednesday thru Sunday.

Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine® Solutions, FedNowSM, Fedwire®, National Settlement Service (NSS), FedCash®, FedACH® (Automated Clearing House), and Check Services. We are currently leading a strategic effort to transform FRFS to a national, enterprise-focused organization. Through our evolved structure, we will meet the needs of the marketplace for new products and services more quickly, seek to provide a more robust and unified customer experience across our financial service offerings, and create new career growth opportunities for FRFS staff.

We are seeking 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.

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 position will be primarily on-site with residency commutable to one of our offices required.

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
   

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

The Federal Reserve Bank of Boston is committed to provide equal employment opportunities to all persons without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetic information, disability, or military service.

All employees assigned to this position will be subject to FBI fingerprint/ criminal background and Patriot Act/ Office of Foreign Assets Control (OFAC) watch list checks at least once every five years.

For this job, any offer of employment is contingent upon successfully passing a two-phase security screening. The first phase consists of the satisfactory completion of a physical examination (including a drug screening), reference checks, and a security investigation consisting of credit and criminal history checks.

The second phase, which might not be complete until after you begin working at the Reserve Bank, is an additional risk-based security screening determined by the risk rating of the position. Depending upon the sensitivity of the position, this phase may include, and is not limited to, work and residency eligibility verification, and personal interviews with the candidate, references, and prior employers.

All applicants must have resided in the United States for at least three (3) years.

Full Time / Part Time

Full time

Regular / Temporary

Regular

Job Exempt (Yes / No)

Yes

Job Category

Operations Family Group

Work Shift

First (United States of America)

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.

Always verify and apply to jobs on Federal Reserve System Careers (https://rb.wd5.myworkdayjobs.com/FRS) or through verified Federal Reserve Bank social media channels.

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