Single Family Marketing Engagement - Technology Services - Associate

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.

Job Description

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. 

THE IMPACT YOU WILL MAKE 

The SF Market Engagement - Technology Services - Associate role will offer you the flexibility to make each day your own, while working alongside people who care so that you can deliver on the following 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.

THE EXPERIENCE YOU BRING TO THE TEAM

Desired Experiences: 

• Bachelor’s Degree or equivalent 

• Effective Communication: Skilled at presenting moderately complex information and ideas in a clear, engaging, and audience in a positive manner. 

• 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. 

• Systems Thinking: Ability to conceptualize ideas as systems, analyzing inputs, outputs, and processes for optimization. 

• Problem Diagnosis: Capable of identifying root causes of operational issues and recommending corrective actions. 

• 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. 

• Process Improvement: Adept at creating documentation, recommending process enhancements, and collaborating on problem-solving and design initiatives.

• Support Operations:  Basic knowledge in managing support cases/tickets, following escalation procedures, performing root cause analysis, and creating Knowledge Articles to streamline troubleshooting.   

SF Market Engagement - Technology Services - Associate

Target Salary Range: $77,000 - $95,000 a year

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Qualifications

Education:

Bachelor's Level Degree (Required)

The future is what you make it to be. Discover compelling opportunities at Fanniemae.com/careers.

For most roles, employees are expected to work onsite on a regular basis at their designated office location. In-office work cadence is determined by your manager. Proximity within a reasonable commute to your designated office location is preferred unless the job is noted as open to remote.

Fannie Mae is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, r