FRFS SMO Senior Specialist

Company

Federal Reserve Bank of Boston

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.

The FRFS Enterprise operates with a customer-first mindset, comprised of team members seeking to do the best work of their careers in pursuit of our important central bank mission.

The Federal Reserve Financial Services (FRFS) is searching for a dynamic and strategic Service Management Senior Specialist to join our innovative, enterprise-wide Service Management Organization (SMO).

In this pivotal role, you will drive operational excellence and stability across FRFS’s critical products, including Fedwire, ACH, Check, FedLine, FedNow, FedCash, and all supporting applications.

As a key member of the SMO, you will be instrumental in developing, maturing, and elevating our service management capabilities, partnering with cross-functional teams and product lines to proactively identify, analyze, and resolve systemic challenges.

Your expertise will shape, implement, and continuously improve robust service management frameworks that foster enterprise accountability and operational reliability.

Core responsibilities include leading major incident and problem management activities, as well as overseeing Event, Request, Change, and Knowledge management processes.

This is an opportunity to make a lasting impact by ensuring the seamless delivery of world-class financial services and creating a culture of continuous improvement and customer-centricity throughout the organization.

As a Service Management Senior Specialist, you will play a pivotal role in executing core SMO responsibilities, leading the management and resolution of incidents and problems, while driving accountability across the Service Management Organization.

You will not only support and analyze incidents, problems, events, requests, knowledge, and changes across FRFS products, but also ensure that related teams and roles fulfill their responsibilities within the service management lifecycle.

You will champion a culture of enterprise accountability and operational excellence.

Additionally, you will own the development and completion of detailed reporting, metrics, and performance analyses, regularly communicating results to leadership to inform strategic decisions and drive continuous improvement.

Your proactive approach will help minimize future incidents and risks, enhance operational reliability, and deliver sea...