Playing an essential role in the U.S. economy, Fannie Mae is foundational to housing finance. Here, your expertise can help fuel purpose-driven innovation that expands access to homeownership and affordable rental housing across the country. Join Fannie Mae to grow your career and help people find a place to call home.

Job Description

THE IMPACT YOU WILL MAKE

The Nexthink Analyst 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:

• support day to day administration and optimization of the Nexthink platform.

• Build and maintain dashboards, investigations, workflow, and campaigns to monitor employee digital experience.

• Partner with product owners to translate business requirements into measurable Nexthink use cases.

• Assist in validating telemetry accuracy and identifying trends across devices, applications, and user experience.

• Contribute to automation efforts by supporting one-click remediations and scripted actions under senior guidance.

• Monitor performance indicators and provide reporting to support proactive and preventative IT Operations.

• Help document processes, use cases, and operational runbooks to improve maturity and scalability.

THE EXPERIENCE YOU BRING TO THE TEAM

• 2-4 years of experience in IT operations focused on digital experience monitoring

• Hands-on experience with Nexthink

• Fluency with Windows and MacOS enterprise environments

• Exposure to ITSM processes (incident, requests, problem management)

• Experience analyzing telemetry or endpoint performance data

• Intermediate understanding of scripting or automation concepts

• Ability to interpret technical findings and translate them into operational insights

Desired Experience

• Bachelor’s degree or equivalent work experience

• Programming and API experience

• Nexthink certification

• AI and Cloud Certified

Technical Skills

• Proficient in troubleshooting software, hardware, networking, and related technologies using tools listed below.

• Strong analytical and problem-solving abilities to efficiently diagnose and resolve technical issues.

• Hands-on experience with customer support ticketing systems and remote support tools.

• Deep knowledge of office productivity applications and operating systems, including common issues and advanced features.

• Skilled in system recovery, including application-level restoration.

• Solid understanding of cloud computing concepts and technologies.

• Experience in data analysis to identify trends and inform decision-making.

• Proficiency in data visualization using tools like Excel, Tableau, or Power BI to create charts, dashboards, and reports.

• Strong documentation and reporting skills using tools such as Excel for data discovery and analysis.

• Familiarity with service management frameworks and standards such as ITIL and Agile.

Technical Skills

• Proficient knowledge of endpoint architecture (Windows/ MacOS)

• Understanding of SaaS application performance and user experience metrics

• Experience working with device performance indicators (CPU, memory, dis network)

• Basic troubleshooting knowledge of software, hardware, networking, and related technologies.

• Familiarity with reporting tools and data visualization principles.

• Ability to validate telemetry accuracy and identify false positives.

Interpersonal & Communication Skills

• Strong analytical and problem-solving mindset

• Clear written and verbal communication skills

• Ability to collaborate cross functionally with engineering and support teams

• Detail -orientated with structured documentation habits

• Curious and proactive in identifying opportunities for improvement

• Comfortable presenting findings to small product owner groups.

Tools

• Skilled in Nexthink

• Skill in PowerShell and NQL

• Skilled in ServiceNow or similar ITSM platform

• Skilled in Intune JAMF or other endpoint management platforms

• Skilled in Azure AD/ Active Directory

• Skilled in Collaboration tools (Microsoft teams)

• Experience using Jira Cloud/ Apptio

End User Services - Technology Services - Associate

Target Pay Range: $79,000 to $97,000 a year

#LI-SB1

Qualifications

Education:

Bachelor's Level Degree (Required)

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

For most roles, employees are expected to work onsite on a regular basis at their designated office location. In-office work cadence is determined by your manager. Proximity within a reasonable commute to your designated office location is preferred unless the job is noted as open to remote.

Fannie Mae is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity/gender expression, marital or parental status, or any other protected factor. Fannie Mae is committed to providing reasonable accommodations to qualified individuals with disabilities who are employees or applicants for employment, unless to do so would cause undue hardship to the company. If you need assistance using our online system and/or you need a reasonable accommodation related to the hiring/application process, please complete this form.

The hiring range for this role is set forth below. 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. See more here.

Requisition compensation:

79000

to

97000