[Remote] Encompass Administrative (Long-Term contract)

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.

Responsibilities
• 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

Skills
• 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

Company Overview
• 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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