Federal Reserve Financial Services Service Management Sr. Specialist

About Federal Reserve Financial Services

Company Federal Reserve Bank of Atlanta Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via Fed Line® Solutions, Fedwire® Funds and Securities, the National Settlement Service (NSS), Fed Cash®1, FedACH®, Check Services, and the Fed Now® Service. FRFS operates as a fully integrated organization with groups dedicated to operations, technology, product and industry engagement, enterprise services, and one focused on the ongoing growth and development of the Fed Now instant payment service.

Our strategy defines our future direction, seeking to offer a fully integrated product suite that provides speed, resilience, and choice in meeting the payments needs of financial institutions across the United States. Through our Enterprise structure, we strive to meet the needs of the marketplace for new products and services with speed and agility, seek to provide a robust and unified customer experience, and work to create career growth opportunities for FRFS staff.

We seek leaders to set the vision, strategy, values, and priorities that enable FRFS to achieve its mission. Our leaders must demonstrate a strategic, action-oriented mindset focused on intellectual curiosity, agility, accountability, and the ability to drive innovation through experimentation. To achieve our vision for a people-focused organization with a strong collaborative and innovative culture, we expect our leaders to champion an inclusive environment and demonstrate our values in how we work and interact with each other and our broader community.

Onsite

Work Expectations

The Bank believes in flexibility to balance the demands of work and life while also recognizing the necessity of connecting and collaborating with our colleagues in person. Onsite work is an essential function of this position, and you are required to be onsite according to the schedule set by your management.

Position Overview

The Federal Reserve Financial Services (FRFS) is seeking a Service Management Senior Specialist to join our evolving enterprise-wide Service Management Organization (SMO). This role is essential for supporting and advancing the operational stability of FRFS products, including Fedwire, ACH, Check, Fed Line, Fed Now, Fed Cash, and all supporting applications. As a member of the SMO, you will help build and mature the organization’s service management capabilities, collaborating across product lines and operational teams to identify, analyze, and resolve systemic issues.

In addition to problem management responsibilities, the Service Management Coordinator will be involved in major incident management and will assist with all service management tasks including Incident, Problem, Event, Request, Change, and Knowledge management. The Service Management Senior Specialist will support and analyze incidents, problems, events, requests, and changes across FRFS products to pinpoint opportunities for continuous improvement, trending, and reporting.

You will facilitate and execute Root Cause Analysis reports and meetings, oversee associated resolutions, and work with cross‑functional teams to implement solutions and mitigation steps. You will also assist in managing major incidents, ensuring swift resolution and communication. The goal is to minimize future incidents and problems, reduce the risk of recurrence, and enhance operational reliability for all FRFS services.

By partnering with teams across the enterprise, you will help shape and maintain a world‑class, end‑to‑end customer experience for all FRFS users.

Responsibilities

• Maintain laser focus on delivering a world class, end-to-end customer experience across all FRFS products.
• Diagnose and resolve…