SaaS Technology Automation Engineer

CompanyFederal Reserve Bank of Kansas City

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 dedicate more than $1 billion to 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.
Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine® Solutions, Fedwire®, National Settlement Service (NSS), FedCash®, FedACH® (Automated Clearing House), Check Services, and the FedNow® Service. In 2020, we undertook a strategic effort to transform FRFS from a product and support office framework to a national, enterprise-focused organization. The enterprise structure integrated the prior retail, wholesale, cash, and customer relations product and support offices into a new organization, which was further joined by the FedNow team in early 2024. Our North Star strategy, with the new structure, is 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 evolved structure, we will meet the needs of the marketplace for new products and services more quickly, seek to provide a more robust and unified customer experience across our financial service offerings, and create new career growth opportunities for FRFS staff.
We are seeking 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.
FRFS Technology Operations (TechOps) advances the integrity, stability, and resiliency of the FRFS by enabling the delivery of high quality, secure technology solutions. We are seeking a SaaS Technology Automation Engineer to join our team. As a SaaS Technology Automation Engineer, you will provide technical support for both internal and external facing SaaS tools as well as the supporting infrastructure. This includes ensuring our suite of applications are highly available, reliable, scalable and maintainable. Success in this fast-paced, ever-evolving environment requires both strong technical aptitude and interpersonal skills.

District Employment:
As a Federal Reserve System National Business Line, it is standard practice to post FRFS positions in all twelve Districts to provide transparency and equitable opportunities for all FRS employees to apply. Internal candidate(s) selected for this position will remain employed by their current employing District and serve as an employee of FRFS. The selected candidate’s new job title and associated pay range will be determined by the employing District and will continue to be subject to the employing District’s people policies and practices (i.e., remote/hybrid work posture, etc.).

Your Responsibilities:

• Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues.

• Understanding how customers use our technology (integration points, implementation setup, etc.) and ensure we understand how they are measured so we can align our success metrics.

• Assume case ownership and resolve customer issues through skillfully managing complex customer problems (involves debugging, troubleshooting, and ensuring issues are fully resolved).

• Assist developers in troubleshoot their integration with our SaaS product line and implementation of other developer products. This will involve debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved.

• Participation in project work, including but not limited to; envisioning and building new monitoring and/or reporting tools, creating or improving existing processes/procedures, as well as developing/providing additional “white glove” support practices associated to incident prediction and prevention capabilities.

• Conduct routine platform administrative tasks such as user management, data management, security adherence, configuration, and integration.

• Assess, identify, and implement automation to help reduce manual tasks.

• Serve as a Subject Matter Expert (SME) exhibiting the highest level of expertise in providing support. The SME may be asked to review, improve, and approve technical work; to guide others; and to mentor or teach.

• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community. Share best practices with team members to enhance the quality and efficiency of customer support.

• Proactively identify and implement opportunities for automation, streamlining operations and improving efficiency.

• Work closely with product owners and engineers to ensure alignment between business objectives and technical execution, while advocating for sound technical decisions.

• Monitor and analyze system performance, proactively identifying and resolving potential issues.

• Stay up-to-date on the latest trends and technologies in the SaaS and DevOps landscape.

Qualifications and Your Background:

• Bachelor’s degree in computer science, Information Systems, or another related field or equivalent experience.

• Typically requires 3+ years working with SaaS based platforms (Salesforce, ID.me, Docusign, etc.) in an enterprise environment.

• Experience with Database concepts and have experience with SQL, SOQL and SOSL.

• Understanding of internet technologies: firewalls, web servers, proxy servers, etc.

• Experience working with and solving problems in a variety of internet browsers, i.e. Edge, Firefox, Chrome, Safari, etc.

• Demonstrated skill in Customer Support or Customer Service in a customer-facing role.

• Experience in both the front-end web tier (JavaScript, AJAX, HTML, DHTML, CSS, and cross-browser development) and back end (Java, .Net, SQL) software development.

• Advanced experience developing solutions in an iterative (Agile) approach.

• Experience integrating SaaS providers and working in a multivendor integrated environment utilizing Web Services, API, REST, SOAP, RPC, etc. 

• Experience with source code management tools (Git, SVN, etc.).

• Certifications related to support of Docusign, Salesforce, ID.me, AWS are a plus.

• Advanced ability to solve problems by considering available information, prioritizing and making timely decisions; correlate data using standard business and technology tools and approaches, spot trends and apply sound security and risk management principles

• Advanced ability to assess necessary activities and prioritize for completion of assignments using excellent time management, prioritization skills and work ethic

• Strong verbal and written communications skills required.

• Must be able to create and deliver presentations to technical and/or business audience.

• Advanced ability in use of typical office-related technical tools such as Microsoft Visio, PowerPoint and Office.

• Experience in use of Atlassian suite of products such as Confluence and Jira.

• Familiarity with Scaled Agile Framework (SAFe) and Scrum methodology is a plus.

• Familiarity with security best practices and compliance regulations is a plus.

Screening:

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. The candidate's start date may be impacted by completion of the screening. The areas screened may include education/employment verification, criminal history, credit history, and reference checks.

In some cases, positions require access to confidential supervisory information, access to which is limited to "Protected Individuals" as defined by regulation of the Board of Governors of the Federal Reserve System, 12 CFR 268.205. Protected Individuals include, but are not limited to, U.S. citizens, U.S. nationals, and lawful permanent resident aliens (also known as "green card holders") who are eligible for and seeking United States citizenship within the requisite timeframes.

Locations:

• Hybrid, on-site requirement will be determined by hiring district
• The selected candidate will reside within a reasonable commuting distance of the employing Reserve Bank and will work full-time onsite or in a hybrid arrangement that meets the minimum number of onsite days required by the employing District. Reasonable commuting distance to a Reserve Bank's main office is defined according to the District’s policies and practices
• Eligible districts for Hire: Boston, MA- New York, NY- Philadelphia, PA- Cleveland, OH- Richmond, VA- Atlanta, GA- Chicago, IL- St. Louis, MO- Minneapolis, MN- Kansas City, MO- Dallas, TX- San Francisco, CA

Full Time / Part TimeFull time

Regular / TemporaryRegular

Job Exempt (Yes / No)Yes

Job CategoryInformation Technology

Work ShiftFirst (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.

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