Systems Analyst; DEX

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 home ownership and affordable rental housing across the country. Join Fannie Mae to grow your career and help people find a place to call home.

The Systems Analyst (DEX) 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.
• Analyze endpoint system behavior across Windows and MacOS to identify performance, reliability, and user experience trends.
• Use Nexthink telemetry and endpoint data to investigate system issues at scale and surface root causes affecting users.
• Build queries, dashboards, and investigations that translate raw endpoint data into operational insights.
• Develop and support scripted remediations to automate resolution of common endpoint issues.
• Partner with engineering and support teams to diagnose OS-level problems involving drivers, services, applications, and system resources.
• Monitor device health indicators such as CPU, memory, disk, and network utilization to identify emerging patterns and degradation.
• Monitor performance indicators and provide reporting to support proactive and preventative IT Operations.
• Document findings, system behaviors, and remediation approaches to improve operational knowledge and repeatability.

• 1-3 years of experience in endpoint system analysis and administration.
• Hands-on experience with Nexthink or similar DEX tool.
• Strong understanding of Windows and MacOS system architecture.
• Experience using scripting or automation to diagnose or remediate system issues.
• Exposure to ITSM processes (incident, requests, problem management).
• Experience analyzing telemetry or endpoint performance data.
• Ability to interpret technical findings and translate them into operational insights.

• Bachelor’s degree or equivalent work experience
• Programming and API experience
• Nexthink certification
• AI and Cloud Certified

• Proficient knowledge of endpoint architecture (Windows/ MacOS)
• Strong Power Shell scripting skills and familiarity with automation concepts
• Understanding of SaaS application performance and user experience metrics
• Experience analyzing endpoint performance metrics and system telemetry
• Familiarity with endpoint management technologies (Intune, Jamf, SCCM or similar)
• Understanding of log analysis and system diagnostics
• Familiarity with reporting tools and data visualization principles.
• Ability to validate telemetry accuracy and identify false positives.

• Strong analytical and problem-solving mindset
• Clear written and verbal communication skills
• Ability to collaborate cross functionally with engineering and support teams
• Detail-oriented with structured documentation habits
• Curious and proactive in identifying opportunities for improvement
• Comfortable presenting findings to small product owner groups.

• Skilled in Nexthink or similar DEX tool
• Skill in Power Shell
• Skilled in Intune and JAMF or other endpoint management platforms
• Skilled in Service Now or similar ITSM platform
• 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

Education:

Bachelor's Level Degree (Required)

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.