Job Description
Role: Encompass Administrative
Location : USA (Remote)
Ideal Experience:
- Serve as the Tier 3 escalation point for advanced LOS and integrated system issues.
- Diagnose root causes for workflow failures, access issues, data inconsistencies, and integration disruptions.
- Provide guidance to App Support LOS Administrator II and I on complex troubleshooting.
- Own the Kanban-based break-fix and maintenance channel for User-impacting issues.
- Coordinate with UAT, Scrum Teams, and enhancement-focused Administrators to avoid regression and ensure compatibility.
- Mentor App Support LOS Administrator II and I; review their work and provide coaching.
- Partner with Scrum Teams to align sprint-driven enhancements with daily support work.
- Maintain system documentation, SOPs, and runbooks.
- Provide trend reporting and insights into recurring user issues or system gaps.
- 4–7+ years of Encompass administration or LOS support experience.
- Advanced troubleshooting skills and prior Tier 3 support experience.
- Experience supporting integrated LOS components such as credit, AUS, pricing, docs, or eClose.
- Strong communication and leadership skills, with experience mentoring others.
- Experience with ITSM systems (ServiceNow, Jira) and SLA-driven support environments.
- Encompass Administrator Certification required or ability to obtain within 6 months.
- Preferred: familiarity with SmartClient, scripting, or advanced troubleshooting techniques.
Regards,
Manoj
Derex Technologies INC
Contact : 973-834-5005 Ext 206