FedNow Operations Center Senior Analyst - 3rd Shift

Federal Reserve Bank of Boston

This is a 3rd shift role (12am – 9am), Wednesday through Sunday. Residency commutable to one of our offices is required.

The FNOC Sr. Analyst will perform critical operational activities including monitoring, working with partner stakeholder teams to mitigate risks, supporting participant onboarding, and executing ongoing operational tasks for the Fed Now Service. Heavy emphasis will be focused on identifying opportunities to improve operational efficiency via process standardization and automation. Provide expert guidance and technical support to clients and internal teams on all Fed Now‑related issues.

The Senior Analyst will demonstrate their subject matter expertise by acting as an escalation point to our Level 1 customer support team while fulfilling customer requests.

• Develop deep expertise of the Fed Now Service and stay up to date on all the latest releases and development
• Interview, develop, train, mentor and provide performance feedback for Analysts
• Laser focus on a world class, end‑to‑end customer experience
• Facilitate high‑pressure troubleshooting calls for Production issues
• Be able to articulate complex technical concepts in a clear and accessible manner
• Fulfill all Service Requests escalated from Level 1 (L1) support
• Develop and maintain comprehensive documentation for knowledge and procedures
• Collaborate with cross‑functional teams to assess functional needs, identify vulnerabilities, and recommend appropriate solutions
• Develop knowledge documentation, conduct training, and brainstorm automation ideas to support improving the customer experience via Shift‑Left of work to L1
• Flexibility to support a growing organization through multiple roles
• Monitor customer success metrics and KPIs
• Support the customer through Fed Now functionality updates
• Support the customer onboarding process for new Fed Now customers
• Independently identify gaps and proactively create solutions

• Bachelor’s degree with 5+ years relevant work experience; or 10+ years relevant work experience
• Experience working within 24
  * 7 support operations for a large enterprise
• Ability to work in a demanding environment and handle multiple competing priorities
• Strong analytical and problem‑solving skills with demonstrated ability to quickly gather, analyze and synthesize information
• Initiative and innovation toward improving customer experience
• Organized and detail‑oriented with a love for creating order out of chaos
• Motivated, energetic, adaptable with intellectual curiosity paired with a high growth‑mindset

• Provide feedback in the hiring process of new team members
• Provide performance feedback for team members
• Perform daily backend operational activities for billing, accounting and reconciliation
• Work on frequent internal risk and compliance inquiries for internal audits
• Perform verifications, onboarding and maintenance of participant profiles
• Execute internal backend tasks for bank mergers and account closures related to the Fed Now service
• Consult on and perform reviews for publicly available Federal Reserve documentation
• Adopt a continuous improvement mindset by identifying and providing feedback on efficiency opportunities

• Familiarity with ISO
  20022 messages
• ITIL certification

• Bachelor’s Degree or 4 years equivalent experience; bachelor’s degree preferred

• Bachelor’s degree with 5+ years relevant work experience; or 10+ years relevant work experience

The salary range for this position is $90,900 – $113,600 – $136,300. The Boston Fed believes in salary transparency. The final salary and offer will be determined by the applicant’s background, skills, internal equity, and alignment with market data. Whether you’re developing into the job or are a more seasoned candidate, we aim to pay competitively. If you reside outside of the 1st District, you may be hired by your local Federal Reserve District and compensation will follow hiring District’s range and policy.

The Federal Reserve System is committed to a diverse and inclusive workplace and to provide equal…