ESO Service Desk Analyst - Kansas City, United States - Federal Reserve Bank of Kansas City

Description

Company Federal Reserve Bank of Kansas CityWhen you join the Federal Reserve-the nation's central bank-you'll play a key role, collaborating with leading tech professionals to strengthen and protect our economic, financial and payments systems.

We invest in contemporary and emerging technology each year to support the Federal Reserve and our economy, and we're building a dynamic and diverse team for our future.

Key Activities
Provides production application support for ESO supported applications.
conduct research and analysis to determine cause of reported issues

research customer inquiries and provide creative and timely solutions, training, or education to meet their challenges or needs

solutions are effectively communicated to the customer using the appropriate medium and level of technical detail

issues are analyzed to determine resolution for specific issue, but also to evaluate any potential broader impact or scope

document incidents and requests in the ServiceNow application

Manages or participates in enhancements to existing technology and the implementation of new technologies.
document functional requirements

develop project artifacts such as charters and schedules

evaluate information gathered from customers and other stakeholders to ensure common understanding

develop and execute test plans to verify delivery of required functionality

Perform metric creation and selection as requested for dashboards and monthly metric collection.

Maintain operational support SLAs as outlined in the ESO Operating Guidelines.

Advises customers and generates consensus regarding process improvements, including sharing best practices and identifying opportunities for process changes. Identifies opportunities for improvements and innovative solutions.

Performs various Service Desk tasks as needed. Responsibilities involve providing input into the creation of Service Desk documentation and work instructions.

Research and knowledge of both business needs and technical capabilities to support requests and incident management.

Works with peers, business customers, and service partners to establish and/or identify the operational support needs of new functionally or applications.

Manage, coordinate, or conduct activities related to identifying and managing risks, such as internal and external audits.

Uses Agile methodologies to prioritize, management and track initiatives related to the ESO.

Perform other duties as assigned.

Basic Qualifications
Typically requires at least 6 years of relevant experience.

Bachelor's degree with specialization in a business or information technology field from an accredited college or university, or equivalent combination of directly related education and/or experience.

Senior understanding of subject.

Has in-depth and/or breadth of knowledge in discipline.

Performs work independently with limited supervision and direction.

Serves as a resource for less experienced staff.

Preferred Qualifications
Workday experience

Ariba experience

ServiceNow Experience

Additional Information
Location(s)

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Hybrid - Kansas City, MO or Richmond, VA

Remote Eligible - No

Screening Requirements

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This position has additional screening requirements due to the information accessed while performing the job.

These additional screenings would be initiated at the time of offer acceptance and can take up to a couple of months to be completed.

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

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

About the KC Fed
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Full Time / Part Time Full time Regular / Temporary Regular Job Exempt (Yes / No) Yes Job Category Human Resources Work Shift First (United States of America)

The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

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