Application Support Analyst IV
Location:
Herndon , Virginia
Posted:
November 03, 2016
Reference:
48985
THE COMPANY

Are you interested in helping solve today's most critical housing challenges? In simplest terms, Fannie Mae serves the people who house America. We work at the heart of housing by providing reliable, affordable mortgage financing in all markets at all times, buying loans that banks and other lenders originate, so they can fund new loans. This gives more people the opportunity to buy, refinance, or rent homes and apartments. Creating these opportunities is what drives the people who work at Fannie Mae.

For more information about Fannie Mae, visit http://www.fanniemae.com/progress

JOB INFORMATION

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

  • Provide production support or technical support to users of a customized or proprietary application. May act as lead.
  • Allocate work to staff, plan, communicate, evaluate and manage performance by staff. Assess needs for technical development of staff and provide formal or informal training opportunities to staff.
  • Confer with management of client groups using application(s) supported by group and assess uptime, productive use of application, and needs for further development or enhancements to make application more useful.
  • Plan and conduct regular or periodic meetings of staff responsible for maintaining applications in production to assess issues or bugs and plan strategy for addressing them.
  • Plan, contribute to, or conduct projects for testing software enhancement, developing requirements for system enhancement, revision or development of application, or related projects.

Qualifications:
EDUCATION
  • Bachelor's Degree or equivalent required
MINIMUM EXPERIENCE
  • 6 years of related experience
SPECIALIZED KNOWLEDGE & SKILLS

Incident Management:
  • Triage and resolve Production incidents and user requests not resolved by L1 or L1.5 support teams or those directly assigned to the L2 team.
  • Provide on the job training and support to new and junior team members as required.
  • Analyze Production incident and engage business teams(s) to determine impact of incident.
  • Work with team members to identify a work-around if permanent solution cannot be reached in a timely manner.
  • Escalate to team leads in a timely manner when resolution cannot be achieved.
  • Help recreate and test possible solutions and/or workarounds in lower environments prior to implementing in Production.
  • Work closely with Development and Level 3 support staff to identify and resolve incidents and create and implement long term remediation techniques and fixes.

Problem Management:
  • Isolate long term issues vs Production incidents and effectively communicate this information to appropriate areas.
  • Create Problem tickets

EMPLOYMENT

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, which may also include a credit check for positions in some areas of our business.

Fannie Mae is an Equal Opportunity Employer.
A little about us:
We’re leading the way to provide safe, affordable, and reliable credit, so people across the U.S. have opportunities to buy, refinance, or rent homes.

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