Technical Writer - Incident Managment and Response (Hybrid)
Posted on: 27 Sep 2023
Reston, VA
Job Description
As a valued colleague on our team, you will gather customer requests and collaborate with your team to determine solutions to solve business needs, use applications and BI tools to explore and understand data, and collaborate with the team to prepare plans to find solutions.
THE IMPACT YOU WILL MAKE
The Support and Tools - Technical Writer role will offer you the opportunity to support the Incident Management process for business impacting production incidents across all business portfolios. The Support and Tools - Business Intelligence - 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:
Provide incident communications to business and technology stakeholders to inform them of the incident, impact, and progress towards resolution.
Support reporting activities related to production incident volumes and trending as well as other organizational efforts.
Create Management and Executive level communication related to technology incidents.
Create Management and Executive level reports related to technology incidents.
Create, review/proofread content and format communications appropriately for an audience of business senior management and stakeholders.
Manage technology projects related to production incident volumes and AWS migrations.
The ideal candidate will possess a clear and persuasive communication style, a commitment to customer service and teamwork, an orientation toward innovation and creativity, and an ability to maintain attention to detail in a fast-paced and dynamic environment.
Qualifications
Desired Experiences
Exceptional and proven written and verbal communication
Expertise in proper English grammar, spelling, punctuation
Ability to interpret complex issues with technical verbiage and terms and communicate in easily understandable terms
Highly dependable worker with flexibility to accommodate ad hoc tasks and requests
Ability to manage multiple tasks or projects at any given time
Experience managing multiple projects
Understanding of technology terms and concepts
Excellent time management and prioritization skills and ability to work under very aggressive deadlines.
Expert proficiency in Microsoft products
Proficiency in ServiceNow, Tableau, Power BI and Business Objects reporting.
Proficiency in JIRA and Confluence
Ability to directly communicate with senior leadership while under pressure.
Ability to create and analyze processes for efficiency.
Prior experience supporting the mortgage industry.
Knowledgeable of mortgage industry specific terminology.
Experience with Status Hub tool or other Communication tool
Experience in working in a Cloud Platform preferably AWS
Technical writing experience
Ability to capture and present operational metrics to Senior Management
Fannie Mae
Washington, DC
Federal National Mortgage Association provides a source of liquidity to the mortgage market and supports the availability and affordability of housing in the United States. It securitizes mortgage loans originated by lenders into Fannie Mae mortgage-backed securities (Fannie Mae MBS). The company operates in two segments, Single-Family and Multifamily. The Single-Family segment securitizes and purchases single-family fixed-rate or adjustable-rate, first-lien mortgage loans, or mortgage-related securities backed by these loans; and loans that are insured by Federal Housing Administration, loans guaranteed by the Department of Veterans Affairs and Rural Development Housing and Community Facilities Program of the U.S. Department of Agriculture, manufactured housing mortgage loans, and other mortgage-related securities. This segment also provides single-family mortgage, as well as credit risk and loss management services.
The Multifamily segment securitizes multifamily mortgage loans into Fannie Mae MBS; purchases multifamily mortgage loans; and provides credit enhancement for bonds issued by state and local housing finance authorities to finance multifamily housing. This segment also issues structured MBS backed by Fannie Mae multifamily MBS; buys and sells multifamily agency mortgage-backed securities; and offers delegated underwriting and servicing, as well as multifamily mortgage, and credit risk and loss management services. The company serves mortgage banking companies, savings and loan associations, savings banks, commercial banks, credit unions, community banks, specialty servicers, insurance companies, and state and local housing finance agencies. Federal National Mortgage Association was founded in 1938 and is headquartered in Washington, the District of Columbia.
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IndustryBanking/Financial Services
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No. of Employees7,400
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Website
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Jobs Posted348
