Senior Associate- Application Support
1 week ago
At Fannie Mae, we're making a difference in the lives of millions of homeowners and renters. As a valued colleague on our team, you'll contribute to building, developing, or designing functionality for our products, and participate in the ongoing implementation, enhancement, or maintenance of existing products.
The Application Support & Customer Success Specialist (Hybrid) role offers flexibility and the opportunity to make a meaningful impact. Your responsibilities will include:
- Providing technical and business process support to internal and external users of Fannie Mae's Collateral Risk Management products.
- Acting as a subject matter expert on Collateral Risk Management products, staying updated on new features and enhancements.
- Developing and maintaining Product Management artifacts, user guides, and other documentation to support training and user adoption.
- Analyzing support inquiries to identify areas for improvement and enhancement of Collateral Risk Management products.
- Managing communications related to issues, system outages, and impacts.
- Managing dashboards and reporting related to Collateral Risk Management Application Support inquiries, SLAs, and KPIs.
Requirements:
- 2 years of experience in a technical support role.
- Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical users.
- Detail-oriented with strong problem-solving abilities.
- Ability to work independently and collaboratively in a fast-paced environment.
Desired qualifications include:
- Bachelor's degree in a relevant field (e.g., Computer Science, Information Technology) or equivalent work experience.
- Previous experience in a technical support role.
- Familiarity with regulatory requirements and standards.
- Detailed knowledge of software development and deployment lifecycles.
- Experience working in agile delivery models.
Fannie Mae is a flexible hybrid company, embracing flexibility for our employees to work where they choose. We offer a comprehensive benefits package, including health, life, and voluntary lifestyle benefits, as well as opportunities for professional growth and development.
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