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 improvement and solution discussions utilizing AI and non-AI based service management automation technologies and presents outcomes in written and verbal format to senior management.
5) Leads advanced level development and design new business processes, utilizing AI and non-AI based service management automation technologies, of a major and critical nature and the elaboration and updating of existing business processes.
6) Key participant in cross-functional team initiatives and process improvement projects within IT service management.
7) Performs other related duties as assigned.
Education and Experience:
IT Analyst Experienced:
- Bachelor’s degree in information technology, Computer Science, or related field (or
- undefined
- 3-5 years of experience in Information Technology (IT)analysis or similar analytics role
IT Analyst Senior:
- Bachelor’s degree in information technology, Computer Science, or related field (or
- undefined
- 6-9+ years of experience in Information Technology (IT) analysis or similar analytics role
IT Analyst Advanced:
- Bachelor’s degree in information technology, Computer Science, or related field (or
- undefined
- 10+ years of experience in Information Technology (IT) analysis or similar analytics role
Required Qualifications:
- Advanced understanding of IT Service Management (ITSM) processes (incident, change, config, asset, problem), operations, policies, procedures and technologies, and experience using request management processes to support them.
- Excellent customer service skills and demonstrated ability to interact with anticipated audiences in a courteous, service-oriented manner
- Proven experience with enterprise IT platforms such as ServiceNow
- Demonstrated ability to lead initiatives, facilitate cross‑team collaboration, and translate complex technical concepts for business and technical stakeholders
- Strong analytical and problem‑solving skills with the ability to assess data quality issues, process gaps, and system dependencies
- Excellent interpersonal, negotiation, creativity, attention to detail, and oral and written communications skills tailored for the intended audience.
- Demonstrated understanding and applying risk management discipline in decision-making.
- Works independently on broad assignments or under general directions as to scope or objectives. Makes decisions within established or widely accepted standards.
Preferred Qualifications:
- Advanced knowledge of department/business lines, Reserve Banks, and / or System operations, policies, procedures and technologies.
- Certifications with ServiceNow AI platform especially SN’s portal technologies such as Employee Center, Service Catalog, and Now Assist/Otto AI capabilities.
- Experience with ServiceNow Process Mining or similar technologies
- Practical experience with Generative AI platforms including familiarity with basics of prompt engineering, experience refining AI outputs, and general awareness of AI ethics and safety.
- Experience with Agentic AI platforms (preferably ServiceNow) including understanding how AI agents can be deployed to solve problems, troubleshooting and refining AI agent behavior.
- Extensive experience documenting and analyze customer requirements and driving refinement into functional requirements and technology specifications.
Physical Demands and General Working Conditions:
This is not necessarily an exhaustive list of all responsibilities, duties, standards or requirements, efforts, skills or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, the Federal Reserve Bank of Cleveland reserves the right to revise this or any job description at any time.
Locations:
The selected candidate will reside within a reasonable commuting distance, as defined by the employing Reserve Bank, and will work full-time onsite.
- The following Reserve Bank locations are preferred due to the concentration of System IT team members in these locations: Richmond, Kansas City, Dallas, and St. Louis
Salary:
The expected starting salary range for the Analyst – IT Experienced is between $73,400-$91,800, the Analyst – IT Senior is between $90,500-$113,100, and the Analyst – IT Advanced is between $111,400-$139,200 annually.
*The listed salary is applicable to 4th District. Final offers are determined by factors including the candidate’s qualifications, internal alignment considerations, district assignment, and geographic location.
Screening:
This position has additional screening requirements due to the information accessed while performing the job. These additional screenings would be initiated at the time of offer acceptance and could take up to a couple of months to complete. You can begin work before the screening is completed; however, continued employment is contingent on acceptable screening results. The areas screened may include education/employment verification, criminal history, credit history, and reference checks.
Sponsorship:
The Federal Reserve System will not sponsor a new applicant for employment authorization for this position. Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.
We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job responsibilities, and to receive other benefits and privileges of employment. If you need assistance or an accommodation due to a disability, please email us at [email protected]
Posting Deadline: 11/09/2026
Full Time / Part TimeFull timeRegular / TemporaryRegularJob Exempt (Yes / No)YesJob CategoryInformation Technology Family GroupWork ShiftFirst (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.
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Skills Required
- Bachelor's degree in information technology, computer science, or a related field
- 3-5 years of experience in IT analysis or a similar analytics role for the Experienced level
- 6-9+ years of experience in IT analysis or a similar analytics role for the Senior level
- 10+ years of experience in IT analysis or a similar analytics role for the Advanced level
- Advanced understanding of ITSM processes, operations, policies, procedures, technologies, and request management
- Excellent customer service skills and courteous, service-oriented communication
- Proven experience with enterprise IT platforms such as ServiceNow
- Ability to lead initiatives, facilitate cross-team collaboration, and translate complex technical concepts
- Strong analytical and problem-solving skills, including assessing data quality, process gaps, and system dependencies
- Excellent interpersonal, negotiation, creativity, attention to detail, oral communication, and written communication skills
- Understanding and application of risk management discipline in decision-making
- Ability to work independently on broad assignments and make decisions within established standards
- Advanced knowledge of department or business lines, Reserve Banks, or System operations
- ServiceNow AI platform certifications, especially Employee Center, Service Catalog, and Now Assist or Otto AI
- Experience with ServiceNow Process Mining or similar technologies
- Practical experience with Generative AI, prompt engineering, AI output refinement, and AI ethics and safety
- Experience with Agentic AI platforms, preferably ServiceNow, including troubleshooting and refining AI agent behavior
- Extensive experience documenting and analyzing customer requirements and refining them into functional requirements and technology specifications
What We Do
This page is dedicated to Federal Reserve System career and employment related information only. Comments not pertaining to Fed recruiting will be removed. The Fed - Make a world of difference in the global economy OUR BANK has one of the most recognizable brands around the world. The Federal Reserve is the central bank of the United States—one of the world's most influential, trusted and prestigious financial organizations. The Federal Reserve is charged with the important mission of promoting a strong economy and a stable financial system and fulfills this responsibility by formulating national monetary policy, supervising and regulating banks and bank holding companies, and providing financial services for banks and the U.S. government. OUR PEOPLE are diverse in background and ideas, which allows for ongoing creativity and innovation. Ultimately, they are the ones who push our high-performance, exchange-driven culture forward. Why Our People Choose Us: Our reputation precedes us There will always be room for personal growth Our people are first You’ll find the right balance Your responsibilities will be meaningful We hope that you will be our future colleague. Find your preferred locations around the United States and explore the breadth of opportunity available at the Federal Reserve. Atlanta https://www.frbatlanta.org/ Boston http://www.bostonfed.org/ Chicago https://www.chicagofed.org/ Cleveland https://www.clevelandfed.org/ Dallas http://dallasfed.org/ Kansas City https://www.kansascityfed.org/ Minneapolis https://www.minneapolisfed.org/ New York http://www.newyorkfed.org/ Philadelphia https://www.philadelphiafed.org/ Richmond https://www.richmondfed.org/ San Francisco http://www.frbsf.org/ St. Louis https://www.stlouisfed.org/ Board http://www.federalreserve.gov/
