Service Management Program Analyst – Associate

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 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.   Hours : Are typically the core business hours in your locality.  There may be limited periods when you need to work nights and / or weekends if there is a major security incident occurring.  What You Will Do : As a Service Management Programmer / Analyst 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 :

• Analyze asset and configuration data to identify trends, inefficiencies, and areas of improvement.
• Plan for the development of ServiceNow workspaces, dashboards, and internal quality control queries to ensure our enterprise data is complete, compliant and correct.
• Optimize asset tracking and configuration processes through data-driven improvements.
• Work closely with IT, procurement, and business teams to ensure accurate data integration across systems.
• Ensure asset and configuration data aligns with organizational policies, ITSM best practices, and regulatory requirements.
• Monitor and enforce compliance with data standards and processes.
• Stay updated on industry trends and incorporate emerging data analytics technologies to improve CMDB and asset management processes. Qualifications :
• 0 to 3 years of awareness / knowledge of service management principles or experience with ITSM tools (e.g., ServiceNow).
• Experience with data manipulation, comparison and analysis in Excel (e.g., lookups, pivot tables).
• Proficiency with using SQL to identify trends and non-compliant datasets.
• Experience with ITIL best practices and service management principles.
• Experience with business intelligence tools (e.g., Tableau, PowerBI) and setting up dashboards.
• Passionate about process and data quality improvement.
• Bachelor’s degree or equivalent work experience. Additional Preferred Skills and / or Experience desired :
• ITIL certification.
• ServiceNow certification. 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, but you’ll also have access to a wide range of benefits and perks that support your health and wealth, including :
• 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! Other Requirements and Considerations :
• 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 rich.recruitment@rich.frb.org.
• Employees who work at and / or visit another Federal Reserve entity or outside business as part of their job duties are required to comply with any onsite safety and health protocols of those organizations (including, but not limited to, requirements to vaccinate or test, mask, social distance, etc.).
• 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.
• The national hiring range for the Service Management Program Analyst – Associate is $65,900 - $82,400 annually. For candidates in certain markets (Boston, MA; Chicago, IL; Los Angeles, CA; New York City Metro Area, Philadelphia, PA; San Francisco, CA; Seattle, WA), the listed hiring and salary ranges may be adjusted based on your geographic location. 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.
• Applications are reviewed on a rolling basis. Interested candidates are strongly encouraged to apply by January 3, 2025. Full Time / Part Time Full time Regular / Temporary Regular Job Exempt (Yes / No) Yes Job Category Info Technology Family Group 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. Always verify and apply to jobs on Federal Reserve System Careers (https : / / rb.wd5.myworkdayjobs.com / FRS) or through verified Federal Reserve Bank social media channels. Privacy Notice

Salary : $65,900 - $82,400