Problem Management Specialist – Payments Services

About the role

The Federal Reserve Financial Services (FRFS) is seeking a Problem Management Specialist to strengthen the operational stability of its payments portfolio, including Fedwire, ACH, FedNow, FedLine, FedCash and related applications. The role is part of the enterprise‑wide Service Management Organization (SMO) and will work on‑site with a focus on delivering a world‑class customer experience.

Key responsibilities

• Track incidents and trends across FRFS products to identify systemic issues.
• Facilitate root‑cause analysis (RCA) sessions, produce RCA reports, and drive problem resolution.
• Prioritize and manage multiple problem tickets based on business impact and urgency.
• Collaborate with cross‑functional teams to design and implement mitigation steps and long‑term solutions.
• Write and maintain knowledge articles for known errors and share best practices.
• Lead proactive problem‑management initiatives to improve service reliability.

Required profile

• Experience in problem or incident management within a complex, multi‑product environment.
• Strong analytical skills with the ability to conduct thorough root‑cause investigations.
• Excellent communication and collaboration abilities to work with diverse technical and business teams.
• Commitment to delivering a high‑quality, end‑to‑end customer experience.

Required skills

What we offer

• Opportunity to contribute to a transformative initiative within a national, enterprise‑focused organization.
• Exposure to a broad suite of critical financial‑services technologies.
• Career growth potential within the Federal Reserve system.