Access Management - Technology Services - Associate-100012-TEMPLATE

About the role

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 Access Management - 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 developing 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

• Required Experiences
• 0-2 years

Desired Experiences

Bachelor degree or equivalent

Skills

• Experience identifying and determining levels of risk to an organization's networks and systems using cybersecurity techniques and tools such as penetration testing, application security, and intel
• The group of skills related to Business Insight including advising, designing business models, interpreting customer and market insights, forecasting, benchmarking, etc.
• Ability to transform business processes using BPA, RPA, or other technology-enabled automation
• The group of skills related to Programming including coding, debugging, and using relevant programming languages
• Adept at managing project plans, resources, and people to ensure successful project completion
• The group of skills related to Relationship Management including managing and engaging stakeholders, customers, and vendors, building relationship networks, contracting, etc.
• Skilled in establishing and maintaining consistency of a product's performance, functional, and physical attributes with its requirements, design, and operational information
• Experience in using and maintaining password management software such as Duo, IAG NuID, and/or Ping Identity
• Experience managing systems controls, developing recovery plans, diagnosing connectivity issues, and other network system management tasks
• The group of skills related to Business Process Management including business process modeling, process design and implementation, etc.
• Expertise in service management concepts for networks and related standards such as ITIL practices or SDLC
• Determining causes of operating errors and taking corrective action
• Skilled in discovering patterns in large data sets with the use of relevant software such as Oracle Data Mining or Informatica
• Skilled in the graphical representation of information in the form of a charts, diagrams, pictures, and dashboards with programs and tools such as Excel, Tableau, or Power BI
• The group of skills related to Influencing including negotiating, persuading others, facilitating meetings, and resolving conflict
• Experience monitoring and managing operation systems (OS), and staying current on patches, upgrades, and other elements of the OS
• Skills related to Communication including communicating in writing or verbally, copywriting, planning and distributing communication, etc.
• Skilled in presenting information and/or ideas to an audience in a way that is engaging and easy to understand
• Expertise in using statistical methods, including: developing and testing hypotheses, using experimental design, and running linear and logistic regressions
• Focused experience in artificial intelligence (AI), including machine learning and natural language processing (NLP)
• The group of skills related to Security including designing and evaluating security systems, identifying security threats, securing computers, assessing vulnerability, etc.
• Skilled in cloud technologies and cloud computing
• The group of skills related to Operational Excellence including improving and overseeing operations
• Experience helping an organization to plan and manage change in effort to meet strategic objectives
• Working with people with different functional expertise respectfully and cooperatively to work toward a common goal
• The group of skills related to Product Development including designing products, developing product roadmaps, translating design requirements, prototyping, etc.
• Experience in the process of analyzing data to identify trends or relationships to inform conclusions about the data
• Skilled in creating and managing databases with the use of relevant software such as MySQL, Hadoop, or MongoDB
• The group of skills related to Identity and Access Management including managing roles and entitlement and managing identity and access privileges
• Skilled in recovering failed systems and/or servers, including recovery software, failover clusters, and replication
• Skilled in documentation and database reporting for the purposes of analysis, data discovery, and decision-making with the use of relevant software such as Crystal Reports, Excel, or SSRS
• The group of skills related to Governance and Compliance including creating policies, evaluating compliance, conducting internal investigations, developing data governance, etc.
• Skilled in supporting, controlling, monitoring, and management of large, complex, and sometimes geographically-dispersed IT infrastructure and applications in order to optimize IT service delivery
• Experience identifying measures, or indicators of system performance, and the actions needed to improve or correct performance to achieve desired outcomes
• The group of skills related to Risk Assessment and Management including evaluating and designing controls, conducting impact assessments, identifying control gaps, remediating risk, etc.
• Ability to frame ideas as systems and analyzing the inputs, outputs, and process
• The group of skills related to Performance Measurement including evaluating programs, evaluating vendors, and defining and measuring KPIs
• Experience gathering accurate information to explain concepts and answer critical questions

Tools

• Experience using CyberArk
• Skilled in VPN software and encrypting data
• Skilled in using virtualization software such as Microsoft Hyper-V, VMWare vSphere, or Citrix XenDesktop
• Experience using Microsoft Project
• Experience using VMWare
• Experience using scheduling software to book events
• Skilled in ServiceNow to manage digital workflows
• Experience using Salesforce CRM
• Skilled in Excel
• Experience in Disaster Recovery
• Skilled in Active Directory
• Skilled in Amazon Web Services (AWS) offerings, development, and networking platforms
• Skilled in SailPoint for identity management
• Experience managing Google Duo
• Skilled in Tableau
• Experience using SharePoint
• Skilled in LDAP (Lightweight Directory Access Protocol)
• Skilled in XML
• Experience using JIRA

Additional Information

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

Corporate Professional

At Fannie Mae, futures are made. The inspiring work we do makes an affordable home a reality and a difference in the lives of Americans. 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 help lead our industry forward and make your career.

Tech

At Fannie Mae, futures are made. The inspiring work we do makes an affordable home a reality and a difference in the lives of Americans. Every day offers compelling opportunities to modernize the nation's housing finance system while being part of an inclusive team using new, emerging technologies. Here, you will help lead our industry forward, enhance your technical expertise, and make your career.

Early Career

At Fannie Mae, futures are made. The inspiring work we do makes an affordable home a reality and a difference in the lives of Americans. Every day offers compelling opportunities to work with exceptional people and help make an impact on the future of the housing industry. Join us and be part of an inclusive, supportive team thriving in an energizing, collaborative environment. Here, you will help lead our industry forward and make your career.