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.