FedNow Operations Center Senior Analyst - 3rd Shift

About the role

Company Federal Reserve Bank of Boston This is a 3rd shift role (12am - 9am), Wednesday through Sunday. Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine® Solutions, Fedwire® Funds and Securities, the National Settlement Service (NSS), FedCash®1, FedACH®, Check Services, and the FedNow® Service. FRFS operates as a fully integrated organization with groups dedicated to customer experience, operations, technology, product and customer/industry management, enterprise services, payments system improvement, and one focused on the ongoing growth and development of the FedNow 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 FRFS customers 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. The FRFS Enterprise operates with a customer-first mindset, comprised of team members seeking to do the best work of their careers in pursuit of our important central bank mission. The Federal Reserve has developed a new interbank 24x7x365 real-time gross settlement (RTGS) service with integrated clearing functionality, called the FedNow Service. This service enables 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 this mission-critical Federal Reserve initiative that is transforming the payments landscape in the United States. This is a 3rd shift role (12am - 9am), Wednesday through Sunday. While working on 3rd shift, flexibility may be allowed if approved by the local district. 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, support participant onboarding, and execute ongoing operational tasks for the FedNow 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 FedNow-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. What will be expected of you - Develop deep expertise of the FedNow Service & 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 Need to 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 FedNow functionality updates Support the customer onboarding process for new FedNow customers Independently identifying gaps and proactively creating solutions Expertise you would bring - 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 Additional responsibilities - 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 FedNow service Consult