Technical Integration Support Analyst- Associate

The Fannie Mae; Reston (VA); On-site; USD 79,000 - 97,000; Full time

Job summary

Fannie Mae in Reston, VA is seeking an Associate Technical Integration Support Analyst to monitor and respond to customer support requests, identify errors, and support troubleshooting under supervision.

You will work with development groups to deploy updates, maintain hardware and software, and leverage new technologies including AI to improve operations. A Bachelor's degree is required.

Qualifications

• Bachelor’s Degree or equivalent required.
• Manage support cases/tickets, escalate procedures, and create Knowledge Articles.
• Present moderately complex information clearly to stakeholders.
• Identify root causes of operational issues and recommend fixes.
• Familiarity with core technologies like REST, SOAP, SFTP, firewalls.

Responsibilities

• Monitor and respond to ticketing system requests for critical or systematic errors in products.
• Identify errors in products and determine their source.
• Troubleshoot product errors and propose solutions while escalating as needed.
• Work with development groups to deploy updates and maintain hardware/software.

Skills

Support Operations

Effective Communication

Problem Diagnosis

Technical Acumen

Stakeholder Engagement

Systems Thinking

Data Analysis

Information Gathering

Education

Bachelor's Degree or equivalent

Tools

REST

SOAP

SFTP

Firewalls

Gateways

Networks

Job description

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 DescriptionAs 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 MAKEThe Technical Integration Support Analyst- 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 softwareTHE EXPERIENCE YOU BRING TO THE TEAMShows curiosity and adaptability in learning and responsibly applying new technologies, including artificial intelligence, to reimagine how we work.Desired Experiences:Bachelor’s Degree or equivalentSupport 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 recommendingTechnical 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.Target Salary: $79,000 to $97,000 a yearSF Market Engagement - Technology Services - Associate#LI-HybridQualificationsEducation: 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, religion, sex, national origin, disability, age, sexual orientation, gender identity/gender expression, marital or parental status, or any other protected factor. Fannie Mae is committed to providing reasonable accommodations to qualified individuals with disabilities who are employees or applicants for employment, unless to do so would cause undue hardship to the company. If you need assistance using our online system and/or you need a reasonable accommodation related to the hiring/application process, please complete this form .The hiring range for this role is set forth below. Final salaries will generally vary within that range based on factors that include but are not limited to, skill set, depth of experience, certifications, and other relevant qualifications. This position is eligible to participate in a Fannie Mae incentive program (subject to the terms of the program). As part of our comprehensive benefits package, Fannie Mae offers a broad range of Health, Life, Voluntary Lifestyle, and other benefits and perks that enhance an employee's physical, mental, emotional, and financial well-being. See more here .Requisition compensation: 79000to 97000