Technical Support or Senior Technical Support

Technical Support or Senior Technical Support

The Federal Reserve Bank of Cleveland is seeking a highly talented Technical Support or Senior Technical Support Analyst to join our eGovernment (eGov) Team.

Position Summary:

Responsible for providing a broad range of technical support services for Treasury's large scale, web-based financial transaction processing applications managed by eGov.

Candidate must be a U.S. citizen, permanent resident or green card holder and have resided in the U.S. for at least (3) consecutive years.

Essential Accountabilities:

  • Provides technical assistance for business operations and application development to ensure applications are running optimally in production, test, and development environments.
  • Identify manual work around for potential automation.
  • Interacts with technicians such as, application integrators, network and infrastructure engineers to provide ongoing second and third level support for off-the-shelf and custom written enterprise-wide applications, including application monitoring, application tuning, troubleshooting, resolution of complex technical issues, and development of or support for standard maintenance procedures.
  • Provides assistance with data analysis, capacity plans, and execution of contingency plans.
  • Serves as technical resource to internal and external IT groups. May provide subject matter expertise for third party products and utilities used to support enterprise-wide applications.
  • Works directly with users such as technicians with federal agencies to resolve third party interfacing system technical issues.
  • Works with the development staff to understand the software products and any enhancements that are deployed, consults with developers on issues related to the impact of development on the infrastructure, works with system engineers and developers to define server configuration settings, leads the migration of code through staging environments to production, and provides assistance to software quality assurance technicians during system acceptance testing.
  • Understands transaction, batch, and file processing flows.
  • May provide subject matter expertise for third party products and utilities used to support enterprise wide applications.
  • Required to provide rotational on-call support.
  • Performs other duties as assigned or requested.
  • Adheres to the Bank's attendance policies through regular and prompt attendance.
  • Requires following vaguely defined procedures. Decisions are consistently made within reason and affect the work group or department.
Problem Solving Skills:
  • Logical analysis: Requires thinking through and solving problems step by step, often looking beyond the obvious solution to a problem and digging deeper for the best solution.
  • Working in a group environment: Requires working as part of a group to solve issues and problems.
Qualifications:
  • Bachelor's degree
  • 4-year computer related degree or post graduate systems or technical training
  • 3+ years of related work experience for Technical Support Analyst
  • 7+ years of related work experience for Senior Technical Support Analyst
  • Employees typically sit most of the day, work with a computer and may answer/respond to phone calls. Physical movement consists of walking for meetings, breaks, etc. Ability to lift items weighing approximately 20 pounds on a limited basis is required. Employees may be required to travel by car/air.
  • Ability to read and comprehend complex technical documentation
  • Ability to comprehend business operational requirements
  • Demonstrated ability to analyze complex and communicate complex technical analysis to technical and non-technical audiences
  • Strong technical skills with the ability to coordinate, manage and ensure the success of deployments
  • Excellent problem solving, organizational and analytical skills
Desired Qualifications:
  • SQL, Oracle
  • Linux, Solaris, Unix, Windows
  • Control M
  • Cron
  • App Server administration, installation, software deployment, configuration
  • Weblogic
  • MQ, Connect Direct
  • Web server, load balancer
  • STMP Mail Gateway
  • Datapower
  • Siteminder, LDAP
  • Web services: wsdl, xsd
  • Servlet
  • HTTP, TCP/IP
  • Networking
  • Security certificates, protocol, cipher
  • Scripting: bash, ksh, perl, etc.
  • AWS
The Federal Reserve Bank of Cleveland is an Equal Opportunity Employer. We are dedicated to sustaining an environment in which diversity is valued and differences are strengths. It is the Bank's policy to provide equal employment opportunity for all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, gender identity or expression, genetic information or sexual orientation.


Meet Some of Federal Reserve Bank of Cleveland's Employees

Amy C.

Product Owner

In her role, Amy works with software developers to build features for the U.S. Treasury. Her favorite aspect of the job is the daily focus on creating and innovating in the Federal Reserve.

David J.

Software Developer Associate

David maintains the source code in the eGov department, which develops software applications for the U.S. Treasury to collect revenue from other federal agencies and the general public.


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