Federal Reserve Financial Services Enterprise Customer Support Specialist I/II

Company Federal Reserve Bank of Atlanta 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 operations, technology, product and industry engagement, enterprise services, 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 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. About the Role    A skilled IT professional to provide critical technical support for our Federal Reserve Financial Services System Level Help (SLH) Team to deliver exceptional customer support, by providing second and third-level technical support. Your responsibilities include facilitating Customer Connectivity Tests and serve as a technical liaison between customers, internal teams, and vendors. You'll manage technical projects from start to finish, maintain detailed documentation, and identify process improvements. This position requires excellent customer service, strong technical knowledge, problem-solving abilities, and the capacity to work both independently and collaboratively.  Essential Functions Provide advanced technical support for Federal Reserve Financial Services, by preparing, researching, and resolving external customer change management requests and connectivity issues while applying internal procedures and policies to identify, diagnose, and resolve problems. This requires in-depth knowledge of both internal and external production and test environments, applying appropriate information security controls, supporting file and message delivery mechanisms, and managing the infrastructure and support tools that keep these systems running smoothly. You'll also be responsible for handling more advanced questions or problems in accordance with defined standards for timeliness, accuracy, and completeness. Serve multiple stakeholder groups including local Reserve Banks, business partners, System IT, external customers, and vendor technical support staff. This involves analyzing business and user needs, assisting with or managing complex technical projects related to FRB access channels and networks, and identifying opportunities for continuous improvement to support the Federal Reserve communication networks and technology infrastructure. You'll contribute to the development and maintenance of FRFS business processes, procedures, and guidelines while creating technical documentation and maintaining customer information and problem reporting databases. Your responsibilities may also include specialized functions such as assuming facilitation of customer-initiated requests for equipment and circuit changes, providing advanced consultative support for customer onboarding activities, facilitating network and application integration validations, or supporting system-level technical outages. You'll maintain and/or utilize the local lab for regression testing, problem resolution, and training purposes. Additionally, may provide training and guidance to other team members and you may be required to provide on-call support for urgent issues outside normal business hours. Performs other duties as assigned. Key Activities     Install, maintain, monitor, and troubleshooting systems and applications while providing advanced technical support to resolve complex customer issues. Serve as technical liaison between customers, vendors, and internal teams while managing onboarding projects, equipment changes, and infrastructure implementations. Research and resolve connectivity issues and change requests, escalating advanced problems according to established standards for timely resolution.  Maintain test lab environments for regression testing, problem recreation, and network validation activities to ensure system reliability. Create and maintain technical documentation, procedures, and guidelines while identifying opportunities to improve processes and infrastructure. Provide after-hours support for urgent issues. Desired Strengths: Deep knowledge of systems administration, network infrastructure, electronic access platforms, and both production and test environments Ability to diagnose and resolve sophisticated technical issues, escalate appropriately, and troubleshoot connectivity and system-level problems independently Capacity to lead customer projects, coordinate across multiple stakeholders, manage timelines, and take ownership of complex implementations from start