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Job summary
A technology solutions provider is looking for an Encompass Administrative to serve as the Tier 3 escalation point for advanced LOS and system issues. This remote role requires 4–7+ years of Encompass administration experience, strong troubleshooting skills, and the ability to mentor junior staff. The ideal candidate will have knowledge of ITSM systems. This position offers opportunities to work closely with Scrum Teams and ensure system compatibility.
Qualifications
- 4–7+ years of Encompass administration or LOS support experience.
- Experience with ITSM systems and SLA-driven support environments.
- Ability to obtain Encompass Administrator Certification within 6 months.
Responsibilities
- Serve as the Tier 3 escalation point for advanced LOS and integrated system issues.
- Own the Kanban-based break-fix and maintenance channel for User-impacting issues.
- Mentor App Support LOS Administrator II and I; review their work and provide coaching.
Skills
Education
Tools
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
All your information will be kept confidential according to EEO guidelines.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.