Technical Integration Support Analyst- Associate

Fannie Mae•Reston, VA

1d•Hybrid

About The Position

Playing an essential role in the U.S. economy, Fannie Mae is foundational to housing finance. Here, your expertise can help fuel purpose-driven innovation that expands access to homeownership and affordable rental housing across the country. Join Fannie Mae to grow your career and help people find a place to call home. As a valued colleague on our team, you will monitor and assist with responses to customer support requests, identify and document errors in products, and support the team in troubleshooting and developing solutions to product errors all while operating under direct supervision and escalating to more experienced staff as needed.

Requirements

Shows curiosity and adaptability in learning and responsibly applying new technologies, including artificial intelligence, to reimagine how we work.
Bachelor’s Degree or equivalent
Support Operations: Manage support cases/tickets, following escalation procedures, performing root cause analysis, and creating Knowledge Articles to streamline troubleshooting.
Effective Communication: Skilled at presenting moderately complex information and ideas in a clear, engaging, and audience in a positive manner.
Problem Diagnosis: Capable of identifying root causes of operational issues and recommending solutions.
Technical Acumen: Basic understanding of core technologies, including Firewalls, SFTP, REST, SOAP, gateways, and networks.
Stakeholder Engagement: Skilled in gathering and incorporating feedback from clients and key stakeholders.
Systems Thinking: Ability to conceptualize ideas as systems, analyzing inputs, outputs, and processes for optimization.
Information Gathering: Experienced in collecting accurate data to explain concepts and address critical questions.
Data Analysis: Proficient in analyzing data to identify trends, patterns, and relationships that inform actionable insights.
Bachelor's Level Degree (Required)

Responsibilities

Monitor and respond to ticketing system requests for critical or systematic errors in products.
Support the team with Identifying errors in products and determining their source.
Contribute to the team's work in troubleshooting product errors and recommending solutions to fix them while escalating to more experienced staff as needed.
Work with other development groups to deploy updates.
Install and maintain common technology hardware and software