IT Application Support Representative III

SchoolsFirst Federal Credit Union; United States; Remote; USD 46,000 - 69,000; Full time

Job summary

SchoolsFirst Federal Credit Union is seeking an IT Application Support Representative III to ensure the health, stability, and performance of the core application portfolio. You will proactively monitor environments, triage incidents, and collaborate with IT teams to maintain production readiness and reliability.

This role requires on-call rotation and strong cross-team communication. The position emphasizes operational excellence, onboarding of new automations, and adherence to ITIL practices

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.

Responsibilities

• Serves as a senior SME for operational health of core application portfolio and ~6,000 daily automations.
• Monitors environmental health; triages and resolves complex incidents.
• Owns onboarding of new automations and applications into managed services.
• Leads root cause analysis and resolution of production incidents.
• Reports KPIs and optimization recommendations to management.
• Coordinates releases, change and release management in ITIL context.
• Provides disaster recovery planning and on-call coverage.

Skills

Strong communication

Incident management

Problem solving

Team collaboration

Education

High School Diploma or GED

Tools

OpCon

Symitar/Episys

UiPath

Axway

PowerShell

Python

Bash

Job description

Remote

IT Application Support Representative III

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:

$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.