Chapter Lead (Sr. Manager) - Platform Administration and Development

Federal Reserve Bank of Minneapolis

Federal Reserve Bank of Minneapolis

Multiple locations
Posted on Tuesday, June 4, 2024


Federal Reserve Bank of RichmondWhen 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 has embarked in a journey to transform how we operate by aligning to National IT’s Product Model. We are seeking for a Chapter Lead (Senior IT Manager) - ServiceNow Platform Administration and Development who is passionate about transforming how teams operate.

As the Chapter Lead, you will lead a group of talented individuals that are experts in the ServiceNow Platform and who partner with other Chapters as well as Product Owners, Product Managers and Team Coaches/Scrum Master to deliver capabilities to our customers.

The Platform Administration and Development Chapter is made up of engineers that manage and administer our ServiceNow Platform and act as the primary liaison within the agile squad as well as the lead consultant to develop Service Catalog artifacts. Members of this chapter understand the ServiceNow platform and its capabilities, development/maintenance of standard operating procedures (SOPs), platform integrations and focus on achieve World Class Operational Excellence. The chapter lead also supports Product Managers with customer consultations and help define continuous improvement opportunities for the platform.

What You Will Do:

Chapter Leaders lead groups of people with a similar skillset. These leaders are experts in a specific domain with a passion for people growth. They ensure the performance and development of their chapter and expertise to support squads. Ensures the performance and development of his/her chapter, focusing on providing squads with the human capabilities they need to achieve results. Tracks and measures the Chapter’s performance health through OKRs and KPIs. A leader and expert in his/her specialty who uses expertise to help squads solve complex problems. Advocates for Agile.

  • A Chapter Lead is a leader and champion with the vision to elevate System IT capabilities.
  • A leader who serves as a guide for chapter members and builds a community of practice.
  • Ensures clarity of roles for chapter members and focuses on the performance and development of the chapter to help squads solve complex problems.
  • Enables chapter members to move seamlessly between Squads.
  • Adding resources to squads.

Job tasks include:

  • Set Chapter Vision and OKRs
    • Define Chapter’s Mission and synchronize the Chapter vision with Product Owners and Product Managers of the Groups served by the Chapter
    • Create, measure, and refine Objectives and Key Results (OKRs) for the Chapter on a cadence
  • Own Chapter operating model
    • Lead the Chapter’s participation in applicable Group Monthly/Quarterly Business Review (MBR/QBR)
    • Own the Chapter Backlog and Roadmap, including defining and prioritizing Epics for the Chapter
    • Create common practices to align approaches across Squads, and enable members to move seamlessly between Squads
  • People management and talent development
    • Responsible for designing individual development plans for chapter members and conducting regular 1-1’s
    • Monitor and rebalance member allocation between squads
    • Develop and evaluate team member performance according to squad needs
    • Monitor performance and participate in the people evaluation process
    • Supports professional growth and development of Chapter members focused on areas of functional expertise
    • Builds a culture of continuous learning and improvement, discovery, accountability, and ownership by empowering the Chapter and setting clear expectations
  • Provide expertise and ensure the application of appropriate standards to the group
    • Act as a reference in his/her specialty, supporting the resolution of highly complex problems
    • Lead training events, Community of Practice and support the development of chapter specific solutions
    • Design and apply procedures and standards according to organizational alignment and the group’s demand


  • Knowledge of applicable software development life cycle methodologies (e.g. Agile)
  • Strong communication and collaboration skills, able to build relationships with key stakeholders
  • Ability to effectively align day-to-day activities and processes of the team with high priority objectives and ongoing commitments
  • 12+ years of work experience within related information technology field, which includes either 8 years of relevant people leadership experience at the Bank or relevant leadership experience in another organization, or an equivalent combination.
  • Bachelor’s degree in Management, Computer Science, Information Systems, or other related field or equivalent work experience
  • Knowledge and understanding of ServiceNow Platform or equivalent will be considered a plus.

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, 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.).
  • No Key Point: Sponsorship is not available for this role. Selected candidate is subject to special background check procedures.
  • The hiring range is $140,400 –$193,050 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.
  • Applications are reviewed on a rolling basis.

Full Time / Part Time

Full time

Regular / Temporary


Job Exempt (Yes / No)


Job Category


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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