Sr. Application Support Analyst

Company

Federal Reserve Bank of San Francisco

We are the San Francisco Fed, public servants with a congressionally mandated mission to promote a sound and stable economy to support the lives of all Americans. We are a community-engaged bank, and we are committed to understanding and serving the vibrant, diverse people of the Twelfth District. That means we seek and appreciate new perspectives. We respect people for what they do and for who they are. We build opportunities to learn and grow. When you join the SF Fed, you become part of a team united in its purpose to promote an economy that works for everyone.

The Federal Reserve Bank of San Francisco’s ITS organization has an excellent opportunity for Sr. Application Support Analyst (Sr. IT Business Analyst) in the Statistics and Reserves (STAR) group. As a Sr. Application Support Analyst (Sr. IT Business Analyst) on the STAR Central Business Administration Function (CBAF) team, you will play an integral role in supporting the STAR suite of applications. The CBAF team provides help desk support and ensures operational resilience for the national Statistics and Reserves business function with users and stakeholders across all Federal Reserve Banks and the Board of Governors.

Highlights of Responsibilities:

• Employ your analytical skills and customer service abilities to diagnose application and infrastructure issues via a help desk environment.
• Support day-to-day STAR operational services through:
  • Providing first level application support including east coast day-shift support and off-hours/weekend support on a rotation basis
  • Responding to user inquiries, incidents, and service requests in a timely and professional manner
  • Thorough understanding of incident management process with strong triaging, facilitating and communication skills 
  • Creating and maintaining support documentation, including operational procedures and troubleshooting guides/runbooks
  • Monitoring alerts, identifying and addressing potential issues before they impact users
  • Understanding and translating technical concepts to communicate in a clear and concise manner to business users, stakeholders, cross functional teams and management
• Ability to learn and build expertise on business processes, cross skill and adapt to cloud and emerging technologies
• Ability to facilitate sessions for problem solving, arriving at remediations or workarounds, and providing guidance as needed to users, stakeholders, service partners and cross functional teams
• Ability to collaborate and build consensus with members of the STAR user community, including the Board of Governors, and the Federal Reserve Districts

Qualifications:

• Bachelor’s degree with concentration in computer science, management information systems or comparable technical discipline, or an equivalent combination of education and experience.
• The Application engineer typically requires two or more years in development or supporting Java applications. Sr. Application engineer typically requires 5 or more years' experience in development or supporting Java applications
• Strong team player and ability to work independently with minimal guidance
• Preferred good understanding of AWS cloud technologies
• Thorough and detail-oriented approach to issue resolution
• Ability to work in a fast-paced environment with different priorities and tight deadlines
• Strong analytical problem solving and troubleshooting skills
• Experience in ticketing systems such as Jira and Service Now
• Experience with application monitoring tools such as Splunk, Dynatrace
• Basic to intermediate level experience with database concepts and SQL
• Familiarity with tools such as Informatica, Control-M, WinSCP, Putty
• Experience working within a team oriented and collaborative work environment
• Strong written and verbal communication skills with an ability to interact professionally and influence all levels of staff, management and a diverse group of users and stakeholders
• Understanding of software development processes and Agile development methodology
• Must be a U.S Citizen or a Green Card holder with intent to become a U.S Citizen

Base Salary Range: Min: $78,200 - Mid: $101,700 - Max: $124,900 (Location: San Francisco)

Base Salary Range: Min: $97,600 - Mid: $126,800 - Max: $155,900 (Location: San Francisco)
Final salary and offer will be determined by the applicant’s background, experience, skills, internal equity, and alignment with market data.

We offer a wonderful benefits package including: Medical, Dental, Vision, Pre-tax Flexible Spending Account, Backup Child Care Program, Pretax Day Care Flexible Spending Account, Vacation Day