Senior Associate- Application Support & Customer Success

Company Description

At Fannie Mae, futures are made. The inspiring work we do helps make a home a possibility for millions of homeowners and renters. Every day offers compelling opportunities to impact the future of the housing industry while being part of an inclusive team thriving in an energizing, flexible environment. Here, you will grow your career and help create access to fair, affordable housing finance.

Job Description

As a valued colleague on our team, you will contribute to working directly to build, develop, or design functionality for a product, as well as participate in the ongoing implementation, enhancement, or maintenance of existing products.

THE IMPACT YOU WILL MAKE
The Application Support & Customer Success Specialist (Hybrid)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:

• Provide technical and business process support to internal and external users of Fannie Mae’s Collateral Risk Management products, including troubleshooting issues and answering inquiries.
• Act as a subject matter expert on Collateral Risk Management products, staying updated on new features and enhancements.
• Provide detailed and organized information/documentation about each deployment.
• Develop and maintain Product Management artifacts, user guides, and other documentation to support training and user adoption.
• Analyze support inquiries to identify areas for improvement and enhancement of Collateral Risk Management products.
• Manage communications related to issues, system outages, impacts.
• Manage dashboards and reporting related to Collateral Risk Management Application Support inquiries, SLAs and KPIs.

Qualifications

THE EXPERIENCE YOU BRING TO THE TEAM

Minimum Required Experiences

• 2 years
• 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. 
  • Experience conducting training sessions or presentations is a plus.
• Proficiency in Excel
• Experience leading meetings and presenting projects.
• Strong organizational skills and attention to detail. 

Excellent oral and written communication/presentation skills.
Desired Experiences

• 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 is desirable. 
• Detailed knowledge of software development and deployment lifecycles. 
• Experience working in agile delivery models. 
• Demonstrated ability to learn complex software systems

Additional Information

SF Collateral Risk- Product Management- Senior Associate REF13242V

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

Fannie Mae is an Equal Opportunity Employer, which means we are committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, religion, national origin, gender, gender identity, sexual orientation, personal appearance, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation in the application process, email us at careers_mailbox@fanniemae.com.
 

The hiring range for this role is set forth on each of our job postings located on Fannie Mae's Career Site. 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.