IT Analyst Experienced/Senior/Advanced

Company

Federal Reserve Bank of Cleveland

When you join the Federal Reserve—the nation's central bank—you’ll play a key role, collaborating with leading tech professionals to strengthen and protect our economic, financial and payments systems.

We invest in contemporary and emerging technology each year to support the Federal Reserve and our economy, and we’re building a dynamic and diverse team for our future.

The Infrastructure, Platforms & Operations portfolio supports the strategic direction and product delivery for System IT infrastructure and operations, as well as the alignment of technology to business strategies.

The team serves as the business partner for secure and reliable IT products, services, and operations.

The Advanced IT Analyst drives innovation, service management analysis, develops recommendations to solve problems and issues related to IT service management solutions.

This role provides guidance in identifying, evaluating and developing processes and procedures that build a strong federated service management ecosystem with a focus on IT request delivery employing Artificial Intelligence (AI) solutions.

The Advanced IT Analyst gathers and incorporates the voice of the customer into contributions to System-wide projects applying ITSM-aligned AI technologies to address technical or systems issues.

Leads reporting and analysis identifying opportunities to automate manual processes while consulting with System IT colleagues and management implementing AI solutions to identified issues.

The Advanced IT Analyst provides expert advice evaluating new enhancements, driving innovation, and determines best practices and suggests how to automate solutions.

Advanced level position is recognized as an advanced contributor and subject matter expert in IT Service Management with a focus on IT request delivery.

Responsibilities:
1) Performs complex analysis of major business issues and proactively searches for and recommends sustainable solutions utilizing AI-native methodologies and tools with a primary focus on IT service management request fulfillment.

 

2) Works with System-IT community and peers to assess current capabilities, translate voice-of-the-customer feedback into refined customer requirements and specifications using AI-native solutions.

Recommends and implements business process improvements utilizing IT service management technologies.

3) Proactively reviews, compiles and analyzes detailed and complex IT service management statistics and data to identify trends and opportunities for process automation.

Provides leadership and collaboration in deploying AI-assisted capabilities for data analysis, information or process mapping, and evaluating root cause and effect.

Lede’s documentation of best practices with the greater service management community.

5) Develops and designs new processes that support business outcomes utilizing AI and non-AI based service management technologies.

4) Leads process improvem...