FRFS Technical Solutions Analyst, Operations Customer Testing Services

Company

Federal Reserve Bank of Kansas City

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.

About the Role  
A skilled 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 providing second and third-level technical support. Your responsibilities include coordinating customer onboarding projects, facilitating network testing, and serving 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.   

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.

  

Required Qualifications 

• Typically requires 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 of directly related education and/or experience.  

• Novice to intermediate understanding of subject.  

• 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 and maintaining comprehensive technical documentation, processes, procedures, and accurate customer databases. 

• Flexibility to provide on-call support, handle urgent issues outside business hours, and maintain a customer-centric approach while identifying continuous improvement opportunities. 

  

Working Hours   

• Mo