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Company Federal Reserve Bank of Richmond
The Richmond Fed is the proud home of the Federal Reserve's National IT organization-a nationwide team delivering technology solutions and support across the Federal Reserve System. Many National IT employees are located in Richmond, while others are based across the U.S. at other Federal locations.When you join our team, you'll become part of a culture that welcomes differences, cares about our communities, and empowers each other to lead from where we are to make things better. Bring your passion and we'll provide challenging and purposeful careers in a variety of fields, opportunities to grow and a wide range of benefits and perks that support your health and wealth. It's all part of what makes #MyRichmondFed a great place to work!What You Will Do:- Customer Advocate providing support to users/administrators of our platform. Contributing to the growth of best practices for delivery of support services.
- Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
- Manage and resolve all issues.
- Experience assessing, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues.
- Manage customers' expectations and experience in a way that results in high customer satisfaction.
- Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.
- Opportunity to become Subject Matter Expert in assigned areas of product functionality and utilize that expertise effectively to help customers. Share and deliver knowledge sessions with peers globally.
- Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.
- Help in development and mentoring of team members in various technologies and ServiceNow Platform.
- Suggest and implement improvements to internal processes.
- Work on technical and non-technical projects.
- Communicate with customers and our teams through case, phone and other electronic methods.
- Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
- Maintain impeccable case hygiene and customer related files and records.
- 2+ years Technical Support experience
- Strong experience in writing/debugging on one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell
- Advanced understanding of Object-Oriented programming. Java preferred
- Advanced understanding of Networking concepts including TCP/IP, HTTP, SSH protocols, concepts of firewall, load balancer and ports
- Good Experience in diagnosing performance related issues by analysing Heap dumps or Thread Stacks
- Good Experience in using Linux/Unix OR Microsoft Server
- Good knowledge of the components in a web applications stack.
- Good knowledge on RDBMS (MySQL, Oracle)
- Familiarity with VMware, AWS, Azure, Event Management System
- Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease
- Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
- Personal commitment to quality and customer service.
- Ability to multi-task and efficiently manage case backlog
- Should be a team player working efficiently in a collaborative environment
- Proven ability to maintain a professional demeanor when handling complex user issues (difficult customers)
- Experience providing SaaS support
- Experience working with the ServiceNow Platform
- A fundamental understanding of ITSM or ITIL framework
- Great medical benefits
- Pension and 401(k) with employer match
- Paid time off
- Tuition reimbursement
- Employee resource networks
- Paid volunteer leave
- Flexible work options
- Onsite amenities that make working here fun!
- A requirement of this position is that the employee must be fully vaccinated against COVID-19; individuals who are unable to be vaccinated due to a medical condition or sincerely held religious belief may request an accommodation from the Bank.
- Candidates should review the Bank's Employee Code of Conduct to ensure compliance with conflict of interest rules and personal investment restrictions.
- If you need assistance or an accommodation due to a disability, please notify r rich.recruitment@rich.frb.org .
- Sponsorship is not available for this role. The selected candidate will be subject to a government security investigation and must meet eligibility requirements for access to classified information. Eligibility for this specific position requires U.S. Citizenship or three or more years of Permanent Resident (Green Card) status.
- The hiring range of this role is $85,000 - $105,000 annually.
- For candidates outside Richmond, VA, listed hiring and salary ranges may be adjusted based on your geographic location.
- Salary offered will be based on the job responsibilities and the individual's knowledge, skills, and experience as defined in the job qualifications.
- ID: #38589837
- State: Virginia Richmond 23173 Richmond USA
- City: Richmond
- Salary: USD TBD TBD
- Job type: Permanent
- Showed: 2022-04-13
- Deadline: 2022-06-11
- Category: Systems/networking