FedNow Knowledge Manager
Company
Federal Reserve Bank of Boston
The Federal Reserve is developing a new interbank 24x7x365 real-time gross settlement (RTGS) service with integrated clearing functionality, called the FedNow service. This service will help enable 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 a new mission-critical Federal Reserve initiative that will be transformative to the payments landscape in the United States.
A requirement of this position is that the employee must be fully vaccinated against COVID-19 or qualify for an accommodation from the Bank's vaccination policy; individuals who are unable to be vaccinated due to a medical condition or sincerely held religious belief may request an accommodation from the Bank.
Position Contributions -
The Knowledge Manager will contribute to the FedNow service and support the operational teams by ensuring all teams are empowered by relevant, useful, complete, and up-to-date knowledge on the FedNow Service including how to support customers and respond to automated alerts. The Knowledge Manager will coordinate across disparate teams to ensure knowledge needs are defined, knowledge articles are drafted with quality, knowledge utilization is tracked for efficacy, and knowledge currency is maintained.
What will be expected of you: -
- Laser focus on a world class, end-to-end customer experience
- Work with the SMO Director to define the Knowledge Management function, and key measures for success
- Establish effective working relationships with key personnel inside and outside of FedNow
- Actively support and promote Continual Service Improvement (CSI) for FedNow
- Participate in agile activities (Product Backlog Refinement, Sprint Review)
Expertise you would bring -
- Bachelor's degree with 5+ years relevant work experience; or 10+ years relevant work experience
- ITIL certification
- Analytical and problem-solving skills with demonstrated ability to quickly gather, analyze and synthesize information
- Initiative and innovation toward improving customer experience leveraging the scientific method
- Strong collaboration, influencing skills, and verbal and written communication skills
- Ability to work in an office environment and/or remotely as applicable
It's added value if you have-
- Experience working with payments systems (preferred)
- Familiarity with ISO20022 messages
- Direct experience in the deployment of ServiceNow, Salesforce, or similar tools within a large enterprise
- Experience with agile software tools such as Octane, Jira, VersionOne, Trello, Confluence
The Federal Reserve Bank of Boston is committed to a diverse and inclusive workplace and 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.
The above statements are intended to describe the general nature and level of work required of this position. They are not intended to be an exhaustive list of all duties, responsibilities or skills associated with this position or the personnel so classified. While this job description is intended to be an accurate reflection of this position, management reserves the right to revise this or any job description at its discretion at any time.
Full Time / Part Time
Full time
Regular / Temporary
Regular
Job Exempt (Yes / No)
Yes
Job Category
Supervisory/Management
Work Shift
First (United States of America)
The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. 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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