Encompass Application Support Analyst

Position: Encompass Application Suport Analyst

Location: U.S. Remote

Pay: $28- $30/hr. D.O.E.

The Encompass Application System Support is responsible for working on Encompass 360 and providing internal customers and coworkers with software-specific technical support and process/workflow assistance, remotely and/or on-site. The help desk analyst should be able to explain features of the LOS, answer questions about configuration, upgrades, and customizations. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures, and escalate and track complex problems when required. Providing a high level of professionalism and cheerful customer service, the helpdesk representative will interact with employees in all positions.

• Assist internal customers and coworkers and provide a high level of customer service when providing support as it relates to responding to helpdesk requests.
• Determine when to escalate an issue to the next level required.
• Maintain knowledge of current and new technologies, and research problems and related products required for assistance when necessary.
• Act as the subject matter expert on applications and process support.
• Ability to pick up on trending issues and make suggestions for a better process.
• Prioritize the impact individual issues may have on day to day production.
• Testing, training, QA, or other special projects as needed.
• Document and create knowledge base articles and user guide.
• Constantly monitor and manage the helpdesk ticket queue and respond to requests in a timely manner.

Qualifications:

• 1-2 years’ experience working in Encompass 360
• Ability to troubleshoot issues that may be impacting the productivity of any and all NAF employees.
• Prior experience working with a ticketing system or helpdesk request queue.
• Ability to work independently, analyze data, take and recommend appropriate actions with minimal supervision.
• Superior analytical, organizational, and problem-solving abilities.
• Ability to be flexible, patient, and thrive in a fast-paced environment with multiple interruptions.
• Excellent written and oral communication skills.
• Must possess a sense of urgency for all issues.
• Superior customer service skills.

Desired Education/Experience:

• One or more years' experience working as a Helpdesk Technician/Analyst or Encompass System Support Analyst.
• Must have 1-2 years’ experience working in Encompass 360
• Mortgage operations experience required.
• High School diploma or equivalent.

Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.

Other Duties: This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.

[EOE/M/F/D/V. Drug-free workplace.]

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