[Remote] Encompass Administrative (Long-Term contract)

Note: The job is a remote job and is open to candidates in USA. SRM Digital LLC is seeking an Encompass Administrative professional for a long-term contract role. The candidate will serve as a Tier 3 escalation point for advanced system issues and will be responsible for diagnosing workflow failures and mentoring junior administrators. Responsibilities • Serve as the Tier 3 escalation point for advanced LOS and integrated system issues • Diagnose root causes for workflow failures, access issues, data inconsistencies, and integration disruptions • Provide guidance to App Support LOS Administrator II and I on complex troubleshooting • Own the Kanban-based break-fix and maintenance channel for User-impacting issues • Coordinate with UAT, Scrum Teams, and enhancement-focused Administrators to avoid regression and ensure compatibility • Mentor App Support LOS Administrator II and I; review their work and provide coaching • Partner with Scrum Teams to align sprint-driven enhancements with daily support work • Maintain system documentation, SOPs, and runbooks • Provide trend reporting and insights into recurring user issues or system gaps Skills • Serve as the Tier 3 escalation point for advanced LOS and integrated system issues • Diagnose root causes for workflow failures, access issues, data inconsistencies, and integration disruptions • Provide guidance to App Support LOS Administrator II and I on complex troubleshooting • Own the Kanban-based break-fix and maintenance channel for User-impacting issues • Coordinate with UAT, Scrum Teams, and enhancement-focused Administrators to avoid regression and ensure compatibility • Mentor App Support LOS Administrator II and I; review their work and provide coaching • Partner with Scrum Teams to align sprint-driven enhancements with daily support work • Maintain system documentation, SOPs, and runbooks • Provide trend reporting and insights into recurring user issues or system gaps • 4–7+ years of Encompass administration or LOS support experience • Advanced troubleshooting skills and prior Tier 3 support experience • Experience supporting integrated LOS components such as credit, AUS, pricing, docs, or eClose • Strong communication and leadership skills, with experience mentoring others • Experience with ITSM systems (ServiceNow, Jira) and SLA-driven support environments • Encompass Administrator Certification required or ability to obtain within 6 months • Familiarity with SmartClient • Scripting • Advanced troubleshooting techniques Company Overview • We at SRM Digital are focused towards connecting businesses with top talent across various industries. It was founded in 2024, and is headquartered in Atlanta, GA, US, with a workforce of 11-50 employees. Its website is https://www.srmidigital.com.