Encompass System Support

The Encompass Systems Support is primarily responsible for supporting NFM production applications and working with our users to ensure smooth and optimal loan origination process. This includes assisting with both user set up and configurations of the origination systems and transactional technology support as well developing new Encompass forms and documents and reporting tools. In addition, the ESS will be working in conjunction with the IT support staff to provide resolution., Specific tasks will include, but are not limited to, the following:

• Maintain company and user setups, personas and roles.
• Maintain Loan Setup settings as applicable to ongoing business management and regulatory needs.
• Maintain complete loan document library, build custom disclosure documents as needed and maintain eFolder settings to ensure preservation of a complete paperless environment with requisite document retention.
• Maintain loan program directory in collaboration with Secondary Marketing to ensure accurate guidelines, program codes, Loan Template settings and document sets are available for all loan products.
• Manage service desk requests via service desk portal from corporate and affiliated users while troubleshooting issues and clearing tickets in a timely manner - escalating items to Ellie Mae tech support as needed.
• Support the Encompass team in providing tier 3 top level support for Encompass 360 process, feature, and workflow information to the Technical Writers for proper documentation of these; this includes changes to the system, updates, and new features.
• Function as top level support for end users.
• Responsible for performing day-to-day monitoring to determine health of systems.
• Keep current with new Information Technology Security protocols, applicable laws and regulations.
• Perform other miscellaneous duties as assigned.
• The employer shall, in its discretion, modify or adjust the position to meet the company’s changing needs.
• This job description is not a contract and may be adjusted as deemed appropriate in the employer’s sole discretion.
• Ability to communicate technical information to a non-technical audience
• The Encompass System Support is expected to maintain satisfactory attendance and report to work on time every day.
• Additional tasks as assigned.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with a job.

Additional Working Conditions Information:

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.

While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is often required to walk; use hands to finger, handle, or operate computers, objects, tools, or controls; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

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3.43.4 out of 5 stars Linthicum Heights, MD 21090 Remote $28.85 - $33.66 an hour - Full-time