Business Systems Supervisor - Encompass

SUMMARY:

The Software Administration Supervisor oversees the daily operations of software administration and support teams. This role ensures enterprise software platforms (e.g., Salesforce, Encompass, Sagent, Panda Docs) are maintained, optimized, and aligned with organizational goals. The supervisor provides leadership, technical guidance, and process improvements while managing staff performance and development.

• Lead and manage Software Support Technicians and Administrators.
• Set clear goals, objectives, and expectations for team members.
• Conduct regular performance reviews and provide coaching.
• Develop training plans and encourage professional growth.
• Resolve escalated issues promptly and effectively.
• Create and manage work schedules, assignments, and job rotations.
• Facilitate team-building activities and maintain positive team culture.
• Participate in management meetings and represent the department.
• Perform all other duties as assigned.

• Oversee configuration and maintenance of core business applications.
• Manage user accounts, permissions, and security protocols.
• Coordinate software updates and enhancements with vendors.
• Ensure compliance with data security and regulatory requirements.
• Collaborate with department leaders to implement new efficiencies.
• Document processes and maintain system knowledge base.

• Identify opportunities for automation and process improvement.
• Monitor system performance and ensure up time.
• Prepare reports on team productivity and system health.
• Develop and update software training policies and procedures.
• Support business continuity and disaster recovery planning.

• Communicate with the IT department about changes to the network infrastructure as needed.
• Ability to learn and master a variety of new software programs.
• Basic knowledge of the mortgage industry’s policies and procedures, as well as a knowledge of both State and Federal lending regulations
• Ability to read and interpret documents such as procedural and instructional manuals.
• Ability to write routine reports and correspondence.
• Ability to input data accurately and efficiently into computer software systems.
• Ability to attend accurately to many details in a timely manner.
  
  Ability to prioritize competing tasks and work independently.