Provide support to office or business unit users of proprietary or custom application software. Answer technical questions, troubleshoot problems, and guide users to gain productive use of software. May extract data, format and run reports, or perform specific analytical functions using application. May have substantial subject matter knowledge of business unit discipline. Includes both staff in corporate facility supporting use of business-specific applications to corporate staff, or staff providing product support to customers using proprietary software.
KEY JOB FUNCTIONS
Study business processes in client or host unit and how they are automated. Examine business processes in unit to determine how they could be translated into requirements for IT applications.
Develop data extractions or develop reports from requests or requirements stated by clients. Use database, report writer, data mart, or specialized applications to generate reports or analyses.
May support application(s) in production. Note interruptions or bugs in operation and perform problem solving exercise to determine problem and ensure continued use of the application, or confer with less senior staff attempting to restore job or report.
Participate in project meetings to plan rewrite of addition to application in production or being revised for release into production. May serve as project lead in project to plan revisions to application.
Track production issues and report periodically to group charged with monitoring uptime and efficiency of production application.
Bachelor's Degree or equivalent required
4+ years of related experience
SPECIALIZED KNOWLEDGE & SKILLS
Display characteristics of a high quality service organization: reliable, responsive, competent, accessible, professional, credible.
Responsible for communicating current issues to team members and management.
Maintain and demonstrates strong technical expertise in key technologies. This includes areas such as: OS, browsers, proxy, Outlook, O365, VPN, Microsoft Mobile Applications, SCCM, and the like.
Maintain familiarity with current and upcoming technology trends in technology.
Obtains subject matter expert level understanding of multiple critical technology systems and business processes.
Able to work directly with other technology groups to communicate problems and find resolution.
Identify knowledge gaps and proactively engages management for training.
Demonstrate a high degree of skill in areas of teamwork and interpersonal relationships, including effective communication skills.
As a condition of employment with Fannie Mae, any successful job applicant will be required to pass a pre-employment drug screen and to successfully complete a background investigation.
Fannie Mae is an Equal Opportunity Employer.
Req ID: 54778