FRFS TechnicalSolutionsAnalyst, OperationsCustomer Testing Services

About the Role
Askilled IT professional to provide critical technical support for our Federal Reserve Financial Services(FRFS)Connectivity Testing and Integration (CTI) Team to deliver exceptional customer support, by providingsecond and third-level technical support. Your responsibilities include coordinating customer onboarding projects,facilitatingnetwork testing, and serving as a technical liaison between customers, internal teams, and vendors.You'llmanage technical projects from start to finish,maintaindetailed documentation, andidentifyprocess improvements. This position requiresexcellent customer service,strong technical knowledge, problem-solving abilities, and the capacity to work both independently and collaboratively.

Key Activities

• Install,maintain, monitor, andtroubleshootingsystems 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 fortimelyresolution.

• Maintain test lab environments for regression testing, problem recreation, and network validation activities to ensure system reliability.

• Create andmaintaintechnical documentation, procedures, and guidelines whileidentifyingopportunities to improve processes and infrastructure.

• Provide after-hours support for urgent issues.

Required Qualifications

• Typicallyrequires 0-3 years of relevant experience.

• Associate's degree in information technology or a closely related field from a technical/vocational school, an accredited college or university, or equivalent combination ofdirectly relatededucation and/or experience.

• Novice to intermediate understanding ofsubject.

• Works under clearly defined guidelines with direct supervision. Consults with management or more senior staff in decision-making.

Preferred Qualifications

• Knowledge of systems administration, network infrastructure, and both production and test environments.

• Ability to diagnose and resolve technical issues, escalate appropriately, and troubleshoot connectivity and system-level problems.

• Capacity to lead customer projects, coordinate across multiple stakeholders, and manage timelines.

• Skilled in serving as a technical liaison between diverse groups including customers, vendors, and internal teams while providing consultative support.

• Creating andmaintainingcomprehensive technical documentation, processes, procedures, andaccuratecustomer databases.

• Flexibility to provide on-call support, handle urgent issues outside business hours, andmaintaina customer-centric approach whileidentifyingcontinuous improvement opportunities.

Working Hours

• Monday - Friday / 8:00am - 4:30pm CTOR

• Monday - Friday / 11:00am - 7:30pm CT

• Saturday / 7:00am - 4:00pm CT

• Team members can expect towork2-3Saturdayspermonth based on project demands and customer requirements.

Additional Information

How We Work:

• On-site, full-time. Requirements vary by district.

• Locations:Boston, New York, Philadelphia, Cleveland, Richmond, Atlanta, Chicago, St Louis, Minneapolis, Kansas City, Dallas, San Francisco preferred.

• Remote Eligible: No

Salary:

• $63,800 - $82,500/AssociateLevel

• $78,500 - $101,500 / Experienced Level

• Final offers aredeterminedby factors including the candidate's qualifications, internal alignment considerations, district assignment, and geographic location.

Citizenship Requirements: United States citizenship or lawful permanent resident alien status, with at least three (3) or more years of United States residency from the date of legal entry to the United States isrequiredfor this position.

Screening Requirements: This position hasadditionalscreening requirements due to the information accessed while performing the job. Theseadditionalscreenings would beinitiatedat the time of offer acceptance and could take up to a couple of months to complete. You can begin work before the screening is completed; however, continued employment is contingent on acceptable screening results. The areas screened may include education/employment verification, criminal history, credit history, and reference checks.

Sponsorship: The Federal Reserve Bank of Kansas City will not sponsor a new applicant for employment authorization for this position.Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

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