Systems Reliability Engineer

Overview

When you join the Members 1st team, you become part of something much bigger than a credit union. You become part of our faM1ly—a tight-knit bunch with big dreams and even bigger values. It is an exciting time for us as we continue to grow, and we hope that you will choose to grow along with us.  Wanting the absolute best for our associates means more than just competitive pay. It means fantastic healthcare, paid benefits, opportunities for professional advancement and work-life balance - and best of all, a place where you are accepted and respected for your individuality.

Responsibilities

The Systems Reliability Engineer provides advanced operational support for platform, application, security, and infrastructure issues escalated from Tier 1 support. This role leverages AI-assisted operational tooling to receive and interpret event monitoring alerts, visualize system health and operational planes, and accelerate troubleshooting, impact analysis, and runbook execution. The engineer is responsible for triaging and resolving complex incidents, executing system-level support tasks, and maintaining IT operational runbooks using both traditional documentation and AI-assisted querying and revision techniques.
 
Key Responsibilities include but are not limited to:
• Triage and resolve Tier II support issues escalated by the Help Desk, including application access issues, system performance degradation, service outages, and infrastructure-level incidents.
• Perform system-level operational tasks to restore service, including IIS resets, application pool recycling, service restarts, and execution of approved PowerShell scripts in accordance with security and change controls.
• Monitor system health and operational telemetry, review logs, and proactively identify and remediate recurring or emerging issues.
• Research, diagnose, and resolve complex user issues across applications, integrations, and infrastructure components.
• Collaborate with Tier III, infrastructure, security, and application teams to escalate, coordinate, and resolve complex technical incidents.
• Manage incident, request, change, and problem tickets within the ServiceNow ITSM platform in alignment with established SLAs, escalation procedures, and governance standards.
• Participate in problem management activities by identifying root causes, documenting known errors, and contributing to permanent corrective actions.
• Support change management efforts, including review, testing coordination, execution of approved changes, and post-change validation.
• Analyze trends in incidents and requests to provide insights that support service reliability, operational maturity, and continuous improvement.
• Create, execute, and maintain IT operational runbooks to ensure consistent, repeatable support and response procedures.
• Keep runbooks current based on changes to systems, processes, or technologies, coordinating updates with engineering, platform, and support teams.
• Document support procedures, troubleshooting steps, and resolutions in ServiceNow Knowledge Base articles.
• Capture successful support outcomes and lessons learned in shared knowledge repositories to improve Tier I efficiency and enable self-service.
• Identify and analyze business needs, gather requirements, and help define scope and objectives for system enhancements or operational improvements.
• Research business requirements and document relationships between users, business processes, data, applications, and devices to support impact analysis.
• Translate business requirements into clear, actionable application or operational requirements.
• Make recommendations for technology-based solutions or process improvements using new or existing tools.
• Assist with product refinement and backlog prioritization by contributing operational insights and support data.
• Use AI-enabled monitoring and event intelligence tools to receive, interpret, and prioritize operational alerts across applications, infrastructure, security, and integrations.
• Leverage AI-assisted dashboards and visualizations to assess system health, service dependencies, and operational risk.
• Query AI tools to identify upstream and downstream impacts during incidents, changes, or performance issues.
• Use AI-assisted analysis to validate, enhance, and continuously improve operational runbooks, identifying gaps and outdated procedures.
• Collaborate with engineering and platform teams to validate AI-suggested remediation actions prior to execution in regulated production environments.
• Provide feedback to improve AI operational tooling accuracy, relevance, and governance over time.
• Participate in on call services providing after-hours support.
 
SKILLS
• Strong analytical and troubleshooting skills, with experience managing and resolving complex incidents and participating in incident and problem management activities using ITIL-aligned practices
• Solid understanding of software engineering concepts and delivery disciplines, including iterative development, CI/CD pipelines, unit testing, and how applications are built, monitored, supported, and maintained in production environments
• Hands-on technical experience supporting Windows Server environments, IIS administration, PowerShell scripting, and foundational system administration, including working knowledge of TCP/IP networking, DNS, load balancing, and SSL/TLS certificate management
• Experience developing and maintaining IT operational documentation, including runbooks and knowledge base articles, ensuring consistent, repeatable support and continuous improvement
• Working knowledge of ITSM processes and tools, particularly incident, request, change, and problem management within platforms such as ServiceNow
• Experience leveraging AI-assisted tools for IT Operations, including operational monitoring, alert analysis, impact assessment, incident triage, runbook execution, and documentation updates, with demonstrated judgment in validating AI-generated insights before execution in production environments
• Ability to query and prompt AI tools effectively to support operations, troubleshooting, and continuous improvement initiatives
• Strong time management, evaluation, and adaptability skills, with the ability to stay current on emerging IT tools, trends, and operational best practices
• Experience with AI-enabled ITSM, AIOps, or observability platforms (for example ServiceNow AI features, AIOps tools, or intelligent monitoring platforms) preferred
• Familiarity with service dependency mapping, topology visualization, or blast-radius analysis tools preferred
• Experience improving operational workflows through automation, AI augmentation, or decision-support tooling preferred
 
COMPETENCIES
• Accountability and self-management
• Communication
• Effective knowledge
• Innovation and problem-solving
• Teamwork and leadership
 
WORKING CONDITIONS/PHYSICAL DEMANDS
• Ability to communicate effectively in English, both orally and in writing
• Visually able to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading
• Ability to sit for extended time periods
• Sufficient manual skill for operation of PC keyboard and other standard office equipment
• Ability to travel, including occasional overnight travel
• Ability to exert minimum amounts of force occasionally to lift, carry, push, pull or move objects

Qualifications

1-3 years of related experience

Does this position require a valid Drivers License?

No
Education Level

General and business knowledge equivalent to a bachelor's degree
Certifications

IIBA certification preferred; PSPO certification preferred

About Us

At Members 1st, we look for individuals who will show up as their whole self because we value diversity, inclusion, and belonging, as well as people who believe in the philosophy of, WE>me. To be sure you align with our company mission, vision, values and culture reference the information below.

Company Culture is at Our Core

If there is one concept, we want you to understand about us, it is this. WE. It is a simple little word but means everything here. We think as one. One faM1ly. One community. One place where everyone belongings. Everything we do is in the best interest of all of us.

What WE Believe

Our Missions: WE serve our members, associates, and communities through support, empowerment, and meaningful relationships.

Our Vision: WE are growing our faM1ly by delivering everything they need to live well financially, through all life’s moments and milestones.

Our Values: WE deliver unparalleled experiences through a culture of WE. WE > me. WE are servant leaders- at work and in the communities we serve. WE are financially safe and sound stewards of members dollars. WE are faM1ly.

Join a company that grows with you – personally and professionally

Equal Opportunity Employer

Members 1st provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Compensation Overview

We are excited to offer a competitive salary for this position. This figure serves as the entry point in our salary range, and there is potential for the actual salary to be higher based on a variety of factors, such as your experience, skills, education, and location. We believe in recognizing and rewarding talent, so our compensation packages are thoughtfully designed to reflect the unique qualifications and contributions of each candidate.

The minimum salary for this position is:

$60,000.00+/yr
Certifications

IIBA certification preferred; PSPO certification preferred