Job Description:

Company

Federal Reserve Bank of Kansas City

The Enterprise Service Assurance Assistant Vice President leads the Federal Reserve System for Enterprise Incident, Problem, Communications, Change & Config Management also commonly referred to as “IT Service Assurance”. This position reports directly to the head of Core Infrastructure Services within the Office of the Chief Operating Officer in National IT. The IT Service Assurance team provides 24x7 support and sets the standard for how FRS manages Major Incidents as well as Change & Problem Management with tightly coupled coordination across all 12 districts, FRFS, Markets, Sup & Reg, & FedNow.

This role is a strategic visionary and thought leader role accountable for the system Enterprise Service Assurance function. In this role you will collaborate cross district and cross LOB to establish and review best practices.  

FRS Enterprise Major Incident Management & Process Owner:

• Accountable for setting the standard the FRS uses across all 12 districts and LOB using ITILv4 and ITSM standard framework and governance.  This team is responsible for annual process improvements documentation, as well as approving changes to the incident and major incident module in ServiceNow. 




• Provides 24x7 support to Incident Manager and Incident Coordinators for Critical, High and moderate incidents.




• Provides details of major/moderate impacting incidents via Teams chat to CIO community, as well as NIT leadership. Team includes one manager (incident/change/config) and four incident coordinators.

Problem Management & Communication:

• FRS Enterprise Problem Process Owner:  Accountable for annual process improvements and documentation, approving changes to the problem module in ServiceNow.  




• Accountable for Problem Quality Assurance Review (PQAR) calls, which includes NIT technical resources and leadership discussing recent major and moderate impacting incidents, to determine root cause and actions items to prevent reoccurrences.  




• Establish a new proactive squad accountable for conducting proactive problem investigations for NIT EUS and Compute Services, which includes investigation into root cause, identifying a fix or risk acceptance known errors and closure, managing tasks within ServiceNow supporting these efforts.




• Communications – Service Partner/User Notices/Incident Communications Support – Accountable for the NoticeIT Service Partner and User Notices for the system, 200+ per month.  Also, responsible for Incident User notices, and supporting executive incident communications for major incidents, as well as the Service Status page on the ServiceNow portal.




• Creates a weekly Operations Report for NIT Management Council, as well as supports the management team on presentation creation, process documentation support and overall communications support. Team includes one lead and three communications analysts.

National IT Local Change Management: NIT CAB/Change Restriction Support

• Responsible for reviewing NIT changes, which includes facilitating the weekly Change Advisory Board (CAB) meeting, as well as monitoring any change restrictions to ensure changes are in compliance and properly approved. Team includes one manage (incident/change/config) and four change managers.




• NIT CMDB Support – this team is responsible for creating, maintaining and deleting all NIT Configuration Items (Cis) in the ServiceNow CMDB, which consists of thousands of records. This includes an annual audit of the CMDB, as well as periodic compliance checks. Team includes one manager (incident/change/config) and three configuration managers.




• Data Analytics – ServiceNow and Tableau Dashboard Support – Provides data support for the full Service Assurance team. Includes ServiceNow dashboards and reports, Tableau dashboards, SQL database for SLA tracking, and additional data requests from management. Team is one data analyst.

Qualifications: 

• Strong leadership abilities and has demonstrated proficiency in the Bank’s core values (Integrity; Inclusion; Innovation; Service; Growth and Development) and leadership competencies (Model the Way, Challenge the Process, Enable Others to Act, Encourage the Heart, and Inspire a Shared Vision). 




• Demonstrated proficiency as a strong leader who has successfully managed other leaders and an operational team. At least five years of managerial experience required.  Ten years preferred.   




• Excellent verbal and written communications skills. Ability to speak persuasively, effectively, and with diplomacy across a wide group of people and audiences. Effective in initiating conversations and communications necessary to resolve issues.




•  An ability to cultivate a strong management team through selection, training, and retention, and motivate management and staff to work collaboratively.




•  Demonstrated commitment to diversity and inclusion. 




•  Strong relationship management, customer service and interpersonal skills. Demonstrated experience working collaboratively across the FRS to build relationships and influence key constituents and stakeholders, including senior executives. 




• Flexible and nimble leadership style that can shift quickly to new priorities and delivery of outcomes based on business needs. 




• Strong knowledge of Information Technology ITILv4 and ITSM frameworks. 




• Bachelor’s degree in business or related field required. 

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.        

We offer benefits that go beyond the basics, featuring: 

·       Market-leading Medical, Dental, and Vision Insurance

·       Tuition Reimbursement

·       401k/Thrift Plan

·       Pension Plan

·       Flexible Spending Accounts

·       Life Insurance

·       Vacation & Personal Time

·       Paid Holidays

·       Parental Leave

·       Adoption Assistance

·       Onsite Fitness Center

·       Onsite Cafeteria

·       Free Parking

·       Additional Convenience Benefits, Discounts and More…

Full Time / Part Time

Full time

Regular / Temporary

Regular

Job Exempt (Yes / No)

Yes

Job Category

Executive

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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