[Remote] Encompass Administrative (Long-Term contract)

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

Job Description

Note: The job is a remote job and is open to candidates in USA. SRM Digital LLC is seeking an Encompass Administrative professional for a long-term contract role. The candidate will serve as a Tier 3 escalation point for advanced system issues and will be responsible for diagnosing workflow failures and mentoring junior administrators.

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

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
Familiarity with SmartClient
Scripting
Advanced troubleshooting techniques

We at SRM Digital are focused towards connecting businesses with top talent across various industries. It was founded in 2024, and is headquartered in Atlanta, GA, US, with a workforce of 11-50 employees. Its website is https://www.srmidigital.com.

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