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Federal Reserve Bank FedNow Service Management Office, Director in Boston, Massachusetts

/FedNow Service Management Office (SMO) Director/

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.

Position Contributions –
The Service Management Office (SMO) Director will contribute to the FedNow service and support the operational team by building the FedNow SMO from the ground up. The SMO Director will coordinate across disparate teams to ensure process alignment, tooling requirements definition, and governance practices are established while in parallel hiring the team to measure and improve the customer experience over time.

What will be expected of you: –
• Laser focus on a world class, end-to-end customer experience
• Define, staff, and operate the Incident & Service Request Management function
• Define, staff, and operate the Knowledge Management function
• Define, staff, and operate the Business Continuity Management function
• Define, staff, and operate the Change Management function
• Represent Service Management in cross functional meetings to ensure processes, standards, and requirements are met even before full SMO org is built out
• Actively support and promote Continual Service Improvement (CSI) for FedNow
• Management of Major Incidents in coordination with other Incident handling teams
• Lead and 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 15 years relevant work experience; or 20 years relevant work experience
• ITIL Expert certification
• Experience building an SMO, or multiple SMO sub-functions, within a large, 24*7 enterprise environment
• Direct experience in the deployment of ServiceNow, Salesforce, or similar tools within a large enterprise
• 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 a demanding environment and handle multiple competing priorities
• 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

/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. /

/For this job, any offer of employment is contingent upon successfully passing a two-phase security screening. The first phase consists of the satisfactory completion of a physical examination (including a drug screening), reference checks, and a security investigation consisting of credit and criminal history checks. /

/The second phase, which might not be complete until after you begin working at the Reserve Bank, is an additional risk-based security screening determined by the risk rating of the position. Depending upon the sensitivity of the position, this phase may include, and is not limited to, work and residency eligibility verification, and personal interviews with the candidate, references, and prior employers. /

/All applicants must have resided in the United States for at least three (3) years./

Organization: *Federal Reserve Bank of Boston

Title: FedNow Service Management Office, Director

Location: MA-Boston

Requisition ID: 268613

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