Problem Manager
Company
Federal Reserve Bank of Boston
Position Contributions -
The Problem Manager will contribute to the FedNow service and support the operational teams by defining the Problem Management process and associated KPIs. The Problem Management team will track all Incidents to identify areas where a Problem investigation is warranted. The Problem Manager will build a team to analyze all RCAs and Problem resolutions to ensure the work done is thorough, accurate, and sufficient to prevent future Incidents. The Problem Manager will coordinate across disparate teams to ensure effective Problem Management is occurring across the entire FedNow Service.
What will be expected of you: -
- Laser focus on a world class, end-to-end customer experience
- Define, staff, and operate the Problem Management function in partnership with the SMO Director
- Actively support and promote Continual Service Improvement (CSI) for FedNow
- Participate in agile activities (Product Backlog Refinement, Sprint Review)
- Flexibility to support a growing organization through multiple roles
Expertise you would bring -
- Bachelor's degree with 10+ years relevant work experience; or 15+ years relevant work experience
- ITIL certification
- Experience with multiple methods for determining root cause (Ishikawa, 5 Whys, FMEA, Kaizen, etc.)
- Experience with troubleshooting software-based Services
- Experience with troubleshooting cloud-based infrastructure
- Experience with ServiceNow, Salesforce, Dynatrace, or similar tools within a large enterprise
- Experience using automation to solve business problems including prior experience with Robotic Process Automation (RPA) software.
- Strong 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
- Strong organizational and time management 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
- Experience with agile software tools such as Octane, Jira, VersionOne, Trello, Confluence
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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