[Hiring] Encompass Administrator @Lender Service Provider Llc

Role Description

The Encompass Administrator is responsible for managing and optimizing the Encompass loan origination system, ensuring compliance with best practices and supporting business objectives.

• Act as an escalation point for inquiries from Central Help Desk staff.
• Identify inefficiencies in client processes and recommend improvements in alignment with ICE and software development best practices.
• Regularly review ICE-published system administration guidelines and best practices, applying them to optimize system performance.
• Collaborate with stakeholders to establish best practices that support business objectives.
• Manage and document all system configuration changes in compliance with the Change Management Policy.
• Maintain a strong understanding of other critical systems that integrate with Encompass.
• Analyze vendor documentation and technical specifications for releases to assess testing, deployment, and reconfiguration needs.
• Provide advanced troubleshooting and analysis to support end-users.
• Monitor outstanding inquiries to ensure resolution within defined Service Level Agreements (SLAs).
• Define application or procedural issues by conferring with users and evaluating current processes.
• Create, recommend, and deploy new Encompass functions, capabilities, and integrations.
• Collaborate with programmers and software developers to define solutions for system or client issues.
• Perform user acceptance testing, advise on business change implications, and produce user documentation to support new implementations.
• Maintain technical knowledge through educational workshops and reviewing industry publications.
• Maintain documentation for reference by regulators, auditors, and management.

Qualifications

• 2+ Years Ellie Mae Encompass Administration experience
• Familiarity with Javascript programming is highly desirable
• Experience with Encompass integrations including Encompass Web/Partner Connect, OB, and other Ellie Mae Network services
• Requires a strong 'out of the box' approach to solutioning and a 'look at the big picture' mindset
• Strong analytical and problem-solving skills
• Ability to support end-users, via multiple communication methods, with a focus on providing the highest levels of customer service
• At least 2 years mortgage industry experience
• At least 2 years of related customer service experience
• An associate's degree or equivalent in related field
• Proficiency in all aspects of Microsoft Office; especially Outlook, Word, Excel and PowerPoint

Requirements

• Ethics & Integrity: Treats people with respect; Keeps commitments; Tells the truth and is honest in all dealings; Works with integrity and ethically; Upholds organizational values.
• Customer Focus: Can describe customers’ business and expectations. Shows interest in, anticipates, and responds timely to customer needs while recognizing adverse customer reactions and develops better alternatives.
• Decision Making & Judgment: Makes timely, informed decisions that take into account the facts, goals, constraints, and risks. Gathers data and others’ input when making decisions. Considers lessons learned from experience, differing needs, and the impact of the decision on others.
• Problem Solving: Resolves difficult or complicated challenges. Shows insight into the root-causes of problems. Generates a range of solutions and courses of action with benefits, costs, and risks associated with each.
• Accountability & Dependability: Does not make excuses for errors, problems and/or not meeting expectations; acknowledges, corrects mistakes and faces up to problems with people quickly and directly.

Physical Demands and Work Environment

• Frequently required to read and communicate through Teams Chat
• Skilled at working independently without the need for supervision
• Superior organizational skills and attention to detail
• Advanced analytical and problem-solving skills
• Excellent planning, time management and follow-up ability
• Open-minded, optimistic, passionate and determined team player
• Strong interpersonal skills
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Salary Description

$70K - $90K based on experience