Job Overview
The App Support LOS Administrator II role is designed to provide exceptional end-user support for the Encompass LOS and integrated Consumer Direct platforms.
This position works closely with cross-functional teams, focusing on end-user experience, ticket triage, and break-fix remediation using a Kanban workflow.
Key Responsibilities:
* End-User Support & Ticket Resolution
* Troubleshoot user access issues, workflow errors, data-entry problems, and general LOS usage questions
* Communicate resolutions and recommended user actions clearly and professionally
* Escalate advanced issues to senior administrators as necessary
* Break-Fix / Kanban Support Workflow
* Support the Kanban-based break-fix and maintenance process for resolving issues outside standard release cycles
* Maintain platform stability and user satisfaction