Encompass Application Support Analyst
Company: New American Funding
Posted on: May 3, 2021
OverviewThe 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.Responsibilities* 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. QualificationsQualifications : * 3-5 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 3-5 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.]Need help
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Keywords: New American Funding, Tustin , Encompass Application Support Analyst, Professions , Tustin, California
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