Advanced Service Management Advisor

Company

Federal Reserve Bank of Richmond

When 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.


Bring your passion and expertise, and we’ll provide the opportunities that will challenge you and propel your growth—along with a wide range of benefits and perks that support your health, wealth, and life. In addition to competitive compensation, we offer a comprehensive benefits package that includes tuition assistance, generous paid time off, top-notch health care benefits, child and family care leave, professional development opportunities, a 401(k) match, pension, and more. All brought together in a flexible work environment where you can truly find balance.

About the Opportunity

The Enterprise Service Management (ESM) department plays a critical role in ensuring the efficient delivery and support of IT services across the organization. With a strong focus on leveraging data to optimize operations, the department designs, implements, and maintains IT services policy and processes that align with business objectives and drive informed decision-making.  

What You Will Do:

As an Advanced Service Management Advisor, you will be part of an agile team driving end to end service management solutions for a critical customer segment. By integrating data-centric strategies with IT governance and innovation, the ESM department enables predictive problem-solving, enhances service reliability, and ensures IT services are aligned with the organization’s strategic goals, empowering teams with actionable insights for success.

Job Tasks Include:

• Lead the development, implementation, and continuous improvement of asset and configuration management policies, processes, and standards to ensure alignment with organizational goals.
• Oversee the strategy and execution of data engineering initiatives, focusing on the development and optimization of data warehousing and data visibility solutions.
• Provide leadership in the design, build, and management of a scalable service management data warehouse, ensuring high data quality, integrity, and accessibility.
• Drive initiatives to improve data visibility by integrating advanced analytics and reporting tools to deliver actionable insights to stakeholders.
• Act as a subject matter expert in service management data, providing guidance to teams on best practices for data collection, processing, and reporting.
• Partner with cross-functional teams to ensure seamless integration of service management data with other enterprise systems and platforms.
• Mentor and develop team members and others in the department, fostering skills in service management processes, data engineering, and analytics.
• Stay updated on industry trends and incorporate emerging data analytics technologies to enhance service management processes and data engineering capabilities.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Data Science, or a related field (Master’s preferred).
• 6 to 9+ years of experience in IT service management, with a strong emphasis on policy and process development.
• Proven experience as a technical lead on data engineering teams, particularly in data warehousing and data visibility projects.
• In-depth knowledge of ITSM frameworks (e.g., ITIL) and experience implementing ITSM tools like ServiceNow.
• Expertise in data warehousing technologies, ETL processes, and cloud-based data solutions.
• Proficiency in data visualization and reporting tools (e.g., Power BI, Tableau)
• Strong understanding of database management systems (e.g., SQL) and data integration best practices.
• Exceptional leadership, collaboration, and communication skills, with a track record of managing cross-functional teams and initiatives.

Additional Preferred Skills and/or Experience desired:

• Strong programming and scripting skills in R, Python, and/or PowerShell for automation and data processing.
• Certifications in ITIL, ServiceNow, or data engineering technologies are a plus.

Discover the Reason Why So Many People Love It Here!

When you join the Richmond Fed, not only will you find a challenging and purposeful career, you’ll also have access to a wide range of benefits and perks that support your health