IT Application Support Representative III

We’re always looking for diverse, talented, service-oriented people to join our exceptional team.

The pay range for this position is listed below. Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as for room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their unique set of knowledge, skills, education, and experience as well as internal equity.

Pay Range:

Scheduled Weekly Hours:

What You’ll Be Doing

Serves as a senior individual contributor and subject matter expert responsible for the operational health, stability, and performance of the credit union's core application portfolio and approximately 6,000 daily automations executed across Symitar, OpCon, UiPath, and Axway. Proactively monitors and reports on environmental health, leads the triage and resolution of complex job, file transfer, and core application incidents, and partners with IT Automation Engineers, IT Core Development, and business application owners to enhance the reliability and effectiveness of the production environment. Owns the operational readiness of new automations and the onboarding of applications into the managed services model, expanding operational support beyond core platforms to applications such as Patriot Officer, ACH systems, and other business applications. Manages small- to medium-sized operational initiatives and serves as the primary escalation point for Level 1 and Level 2 operators. Performs responsibilities as defined within applicable RACI models under the direction of the Manager while contributing to continuous improvement, service reliability, and operational excellence.

• Serves as a subject matter expert for the operational health of Symitar, OpCon, UiPath, and Axway, and the large volume of daily automations they execute.
• Leads triage, root cause analysis, and resolution of complex production incidents impacting core processing, batch jobs, RPA workloads, and file transfer operations.
• Proactively monitors environmental health, including job throughput, queue depth, file SLA attainment, error rates, and automation success rates; reports KPIs, trends, and optimization recommendations to management.
• Partners with IT Automation Engineers on production readiness reviews, deployment of new automations and schedules, and continuous feedback loops that improve reliability and supportability.
• Partners with IT Core Development on Symitar release and code promotion practices, including operational verification, backout planning, and post-deployment monitoring.
• Owns the operational onboarding of new business applications into the managed services model, expanding operational support and coverage.
• Coordinates operational aspects of releases and system changes; ensures change management, release management, and quality assurance practices align with ITIL principles.
• Manages vendor support cases and escalations with core application vendors to identify root causes and drive timely remediation.
• Provides operational input into capacity planning, schedule design, and resiliency improvements across the core application environment.
• Leads recovery efforts for high-impact processing events and owns operational communications during production incidents.
• Mentors and coaches Level I and Level II representatives; performs peer reviews of operational changes, runbooks, and shift handoff documentation.
• Supports disaster recovery and business continuity planning, testing, and execution for core application systems.
• Serves in a 24x7 on-call rotation as a senior support resource for the production environment.

Additional Job Functions

• Performs other duties as assigned
• Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions.

Qualifications

• High School Diploma or GED required
• 3-5 years of prior related experience required
• ITIL Foundation required
• OpCon Operator/Administrator Certification preferred
• Symitar/Episys Operations Training preferred
• UiPath Orchestrator-related Certification preferred
• Axway Operations Training preferred

Knowledge, Skills, and Abilities

Additional Knowledge, Skills, and Abilities

Ability to maintain composure and lead clearly during high-pressure, member-impacting production incidents.

Strong understanding that this team operates the financial heartbeat of the credit union - accuracy, timeliness, and auditability are paramount.

Comfortable serving as the Run partner to Build teams (IT Automation Engineers, IT Core Development) receiving handoffs and owning production outcomes end-to-end.

SchoolsFirst FCU is committed to Diverse, Equitable, and Inclusive Hiring

At SchoolsFirst FCU we are dedicated to building and growing a diverse, inclusive, and authentic Dream Team, so if you’re excited about a position or wanting to make a career change but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. Many skills are transferrable and you may be just the right candidate for the position, or for other roles we are working on.

SchoolsFirst Federal Credit Union is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. SchoolsFirst FCU is an equal opportunity employer and prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, political affiliation, or genetic information.

This organization participates in E-Verify.