Senior Analyst

Company

Federal Reserve Bank of St.

Louis

Overview

The Federal Reserve Bank of St.

Louis serves as a fiscal agent to the U.S Department of the Treasury, Bureau of the Fiscal Service.

The IGT program provides support for 3 Treasury financial applications consisting of Intra-Governmental Payment and Collection (IPAC), Retirement and Insurance Transfer System (RITS) and G-Invoicing.

About the role:
The Senior Operations Analyst will provide second tier support to the Treasury Support Center customer service representatives and Agency Implementation Team (AIT) to include application onboarding, troubleshooting, and operational support activities.

Reporting to Senior Manager, you will support agency onboarding activities, troubleshoot complex application issues, identify resolution, maintain operating support guides and escalate issues to other team resources or department management.

Responsibilities


* Investigate and resolve complex customer access issues for G-Invoicing, IPAC and RITS applications escalated from the Treasury Support Center Help Desk.


* Identify cross-training opportunities for Help Desk customer service representatives, Operations Team members and ensure operating guides and training materials are maintained and accurate.


* Assist the team and management in effectively monitoring second level support escalations to ensure timely responses and updates are provided to agencies.


* Collaborate with application Operations team and with Treasury to identify and troubleshoot problems including proposed solutions to issues impacting users.


* Coordinate routine SharePoint site maintenance activities, updates and access-management reviews.

 


* Effectively document processes and identify opportunities for process improvement.  


* Effectively manage and document support tickets in D365 and open appropriate JIRA Operations ticket when necessary


* Routine Application Health Checks, as needed.


* On-Call rotation (24x7) to support application outages (approx.

every 5 weeks)


* Maintain strong and effective working relationships with team members and management and ensure confidentiality of information.

Qualifications


* In depth knowledge of Treasury Financial Management applications.


* Bachelor’s degree in Information Technology, Computer Science, Business or similar fields of study or commensurate experience.


* 2 years relevant experience.


* Experience designing and maintaining SharePoint as a site owner.


* Demonstrated ability to communicate effectively with a range of stakeholders.


* Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint, OneNote), and Teams.


* Visio preferred


* Experience using Jira, Kanban, and SharePoint to track issues or tasks.


* Travel (5%)


* US Citizen or lawful permanent resident with three or more years of US residency.


* Candidates with less experience may be considered at lower levels.

Tot...