IT Application Support Representative III

SchoolsFirst Federal Credit Union; Aliso Viejo (CA); On-site; USD 47,000 - 69,000; Full time

Job summary

SchoolsFirst FCU is seeking an IT Application Support Representative III to ensure the health, stability, and performance of our core application portfolio and thousands of daily automations. You will triage complex incidents, collaborate with IT teams, and drive reliability improvements.

You will own onboarding of new automations, monitor KPIs, and contribute to capacity planning and disaster recovery. This role requires strong collaboration, incident management, and operational leadership in a

Qualifications

• Advanced operation and troubleshooting of core automation and enterprise applications.
• Ability to manage incidents, perform RCA, and communicate status to stakeholders.
• Familiarity with monitoring, dashboards, and KPI reporting for production environments.

Responsibilities

• Oversees operational health, stability, and performance of core application portfolio.
• Leads triage and resolution of complex incidents across automation tools.
• Owns onboarding of new automations and applications into managed services.
• Monitors job throughput, queue depth, SLA attainment, error rates, and automation success.
• Provides capacity planning input and participates in disaster recovery planning.

Skills

Incident management

Root cause analysis

KPI reporting

Production support

Scripting

Tools

Symitar

OpCon

UiPath

Axway

Splunk

Job description

IT Application Support Representative III

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

Pay Range: $33.51 - $50.27 Scheduled Weekly Hours: 40

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: Advanced operation and troubleshooting of OpCon, including schedule design review, frequency analysis, and failure pattern analysis. Symitar/Episys operational expertise, including familiarity with PowerOn/RepGen execution, SymConnect/file delivery integrations, and core processing cycles. UiPath Orchestrator operational expertise - queues, assets, triggers, robot fleet health, and production troubleshooting in partnership with IT Automation Engineers. Axway/managed file transfer operations, certificate/key lifecycle awareness, and partner onboarding from an operations perspective. Operational onboarding of business applications (ACH, Patriot Officer, and similar) into a managed-services model. Monitoring and observability tooling (e.g., Splunk, SolarWinds, Dynatrace/AppDynamics, native platform dashboards) and KPI reporting.

ITIL practices for incident, problem, change, and release management. Scripting for operational efficiency (PowerShell, Python, or Bash) sufficient to read, modify, and execute automation aids. Compliance and regulatory awareness (SOX, NCUA, PCI) as applied to core application operations. Project management and ability to lead operational initiatives. Strong oral, written, and interpersonal communication skills. Prior experience in Financial Services and/or Credit Union preferred.

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.

We're passionate about living our mission of providing Members with World-Class Personal Service and financial security. There's a reason we love coming to work every day. We have the privilege of serving those who build the future: school employees, and the families who make their work possible. Our success is built on our relationships with each other, our Members and the community. We value teamwork and face-to-face interactions and believe we're at our best when we're collaborating in-person. We also know the flexibility to work remotely benefits the wellbeing of our team.

View the work location information below on the job listing that interests you. 100% on-site, 0% remote. Including those serving Members in-person at our branches. Three days a week in the office and up to two days remote. Hybrid teams coordinate on-site days to collaborate in-person. Up to 100% remote. Select individual contributor roles may be given the option to work fully remote.