Encompass Application Support Analyst

Encompass Application Support Analyst

Encompass Application Support Analyst

Location: Remote
Experience: 3+ Years
Job Type: Full-Time

Job Summary

We are looking for an experienced Encompass Application Support Analyst with 3+ years of experience in Encompass Loan Origination System (LOS), Help Desk Support, application support, and mortgage lending processes .

The ideal candidate will have strong hands-on experience with Encompass LOS administration, troubleshooting, configuration, user access management, mortgage applications, and production support . The candidate should be customer-focused with excellent communication and problem-solving skills.

Key Responsibilities

• Provide L1/L2 application support for Encompass Loan Origination System and mortgage applications.
• Troubleshoot Encompass LOS errors, system issues, configuration problems, user access issues, and application-related incidents .
• Provide technical support to users through calls, video meetings, email, and ticketing systems .
• Manage and resolve Help Desk / Service Desk tickets within defined SLAs.
• Take complete ownership of assigned incidents and service requests through resolution or appropriate escalation.
• Provide regular status updates and clear communication to users and stakeholders.
• Perform root-cause analysis and identify recurring application and system issues.
• Document troubleshooting steps, resolutions, incident details, and knowledge articles .
• Research previous incidents, internal documentation, and knowledge bases before escalating complex issues.
• Collaborate with Engineering, IT, Product, Business, and Application teams for issue resolution and system improvements.
• Support Encompass configuration, administration, integrations, and application workflows .
• Create and maintain user guides, FAQs, SOPs, and technical documentation .
• Ensure application support activities comply with mortgage industry regulations, data security standards, and company policies .
• Deliver excellent customer service while communicating technical solutions in a simple, professional manner.
• Participate actively in team meetings and maintain professional communication and accountability.
• Support additional application and production support activities based on business requirements.

Required Qualifications & Skills

• 3+ years of experience in Encompass Loan Origination System (LOS) .
• 3+ years of experience in Help Desk Support / Application Support / Technical Support .
• Strong knowledge of Encompass LOS administration, configuration, troubleshooting, and user access management .
• Good understanding of Mortgage Lending, Loan Origination, and Mortgage Operations .
• Experience troubleshooting application errors, system issues, configuration issues, and access problems .
• Strong analytical, troubleshooting, and problem-solving skills .
• Excellent verbal and written communication skills .
• Strong customer service and stakeholder management skills.
• Ability to manage multiple tickets, incidents, priorities, and deadlines in a fast-paced environment.
• Experience working with ticketing systems, incident management, SLA management, and knowledge bases .
• Ability to explain technical concepts clearly to non-technical users .

Nice to Have

• Experience in Wholesale Mortgage Lending .
• Knowledge of Mortgage Technology / FinTech applications .
• Experience with Encompass integrations and related mortgage technologies .
• Experience with production support and application incident management.
• Strong documentation and knowledge management experience.

Job Category: developer

Job Type: Full Time

Job Location: Remote

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.