Application Support Analyst II - Plano, TX

Location: Plano, TX

Job description:

  • Support application in Production
  • Provide support to users of proprietary or custom application software
  • Answer technical questions and troubleshoot problems
  • Able to document known issues and workarounds as needed
  • Track interruptions or bugs in operation and perform problem solving to determine the issue
  • Analyze and resolve technical problems using phone and/or web chat using established troubleshooting procedures
  • Able to escalate technical issues as needed
  • Track production issues and report to the Production Support Manager
  • Extract data, format and run reports
  • Perform specific analytical functions
  • Hours of Support are 8AM-8PM ET - working hours may vary due to schedule/rotation
  • Knowledge of Fannie Mae systems & processes helpful
  • Mortgage Industry background helpful
  • Experience with ServiceNow helpful