Encompass Support Specialist

Position Summary:

The IT Technician II provides software-specific application support, loan process guidance, and workflow assistance to end users. This role is responsible for researching and resolving complex user issues while delivering a consistently professional, responsive, and customer-focused experience for associates and managers across Lennar Mortgage, Lennar, and Lennar Title.

Primary Duties and Responsibilities:

§Serve as a primary point of contact for end users requiring assistance with loan-level requests, application functionality, and workflow processes within Encompass and related systems.

§Provide timely, accurate, and professional support to associates, managers, executives, and subject matter experts across a diverse user base.

§Assist users with questions, concerns, and proper usage of Lennar application systems, ensuring issues are resolved or escalated appropriately.

§Maintain consistent and accurate documentation as new workflows, processes, and systems are implemented and communicated to associates.

§Act as a subject matter resource for application-related issues, including Encompass, BOSS, integrated in-house systems, and third-party applications.

§Review and understand Encompass release notes to support new enhancements, system changes, and associated business impacts.

§Support onboarding setup activities as needed, ensuring access and configuration requests are completed accurately.

§Record, document, and manage all support requests received by email or phone within the ServiceNow ticketing system.

§Manage multiple priorities and initiatives simultaneously while maintaining quality, accuracy, and responsiveness.

§Maintain current knowledge of existing and newly deployed applications, workflows, and support procedures.

§Identify recurring or trending issues and recommend process improvements to enhance efficiency, user experience, and service quality.

§Meet established service level agreements while providing complete, accurate, and well-documented resolutions.

§Participate in cross-functional training within the department and across IT to strengthen business and technical support capabilities.

§Complete assigned tasks satisfactorily, consistently, and within expected timeframes as directed by management.

*Management reserves the right to modify the duties and responsibilities outlined in this position description at any time based on business needs.

Education and Experience Requirements:

§Minimum of five years of experience in the mortgage industry.

§Experience working with Encompass loan origination system.

§Mortgage background with at least two years of experience applying technology solutions within a financial services organization.

§Ability to communicate effectively and professionally, both verbally and in writing, with personnel at all organizational levels.

§Strong organizational, prioritization, and leadership skills.

§Ability to work flexible hours, including evenings and weekends, as business needs require.

Physical Requirements:

This position requires the ability to operate a personal computer and perform general office-related physical activities, including bending, stooping, reaching, lifting, moving, and carrying materials and supplies weighing up to 35 pounds. Finger dexterity is required to operate a computer keyboard.

Additional Requirements:

§Maintain a positive, professional attitude and work effectively under pressure.

§Demonstrate the ability to prioritize work effectively to meet project goals and business deadlines.

§Apply effective listening, critical thinking, and problem-solving skills with strong attention to detail.

§Work independently while also contributing effectively in a team-oriented environment.

§Demonstrate a strong work ethic, accountability, and commitment to service excellence.

§Understand and follow established work rules, procedures, company policies, and departmental guidelines.

§Accept and apply constructive feedback to support continuous improvement.

This position description summarizes the primary responsibilities and requirements of the role. It is not intended to be a comprehensive listing of all duties, responsibilities, or qualifications associated with the position.