SchoolsFirst Federal Credit Union

Credit union offering savings, loans, accounts

IT Application Support Representative 3

Enterprise ApplicationsUpdated on Nov 12

Full-time$33.51 - $50.27Hybrid

About the Job

Requirements

A high school diploma or GED is required.
Three to five years of prior related experience is required.
ITIL Foundation is required.
Advanced ability to operate and troubleshoot OpCon, including schedule design review, frequency analysis, and failure pattern analysis.
Operational expertise with Symitar/Episys, including familiarity with PowerOn/RepGen execution, SymConnect/file delivery integrations, and core processing cycles.
Operational expertise with UiPath Orchestrator, including queues, assets, triggers, robot fleet health, and production troubleshooting in partnership with IT Automation Engineers.
Knowledge of Axway/managed file transfer operations, certificate/key lifecycle awareness, and partner onboarding from an operations perspective.
Ability to onboard business applications such as ACH and Patriot Officer into a managed-services model.
Experience with monitoring and observability tools such as Splunk, SolarWinds, Dynatrace/AppDynamics, and native platform dashboards, and KPI reporting.
Knowledge of ITIL practices for incident, problem, change, and release management.
Ability to use PowerShell, Python, or Bash to read, modify, and execute automation aids for operational efficiency.
Compliance and regulatory awareness, including SOX, NCUA, and PCI, as applied to core application operations.
Project management ability and ability to lead operational initiatives.
Strong oral, written, and interpersonal communication skills.
Ability to maintain composure and provide clear leadership during high-pressure, member-impacting production incidents.
Strong understanding that accuracy, timeliness, and auditability are paramount when operating the credit union’s financial systems.
Comfort serving as the Run partner to Build teams, receiving handoffs and owning production outcomes end to end.

Responsibilities

Serve as a subject matter expert for the operational health of Symitar, OpCon, UiPath, and Axway, and the large volume of daily automations they execute.
Lead triage, root cause analysis, and resolution of complex production incidents affecting core processing, batch jobs, robotic process automation workloads, and file transfer operations.
Proactively monitor environmental health, including job throughput, queue depth, file service-level agreement attainment, error rates, and automation success rates; report key performance indicators, trends, and optimization recommendations to management.
Partner with IT Automation Engineers on production readiness reviews, deployment of new automations and schedules, and feedback loops to improve reliability and supportability.
Partner with IT Core Development on Symitar releases and code promotion practices, including operational verification, backout planning, and post-deployment monitoring.
Own operational onboarding of new business applications into the managed-services model, expanding operational support and coverage.
Coordinate operational aspects of releases and system changes; ensure change management, release management, and quality assurance practices align with ITIL principles.
Manage vendor support cases and escalations with core application vendors to identify root causes and drive timely remediation.
Provide operational input into capacity planning, schedule design, and resiliency improvements across the core application environment.
Lead recovery efforts for high-impact processing events and own operational communications during production incidents.
Mentor and coach Level 1 and Level 2 representatives; perform peer reviews of operational changes, runbooks, and shift handoff documentation.
Support disaster recovery and business continuity planning, testing, and execution for core application systems.
Serve in a 24x7 on-call rotation as a senior support resource for the production environment.
Perform other duties as assigned.
Comply with regulatory compliance and assigned training requirements, including Bank Secrecy Act regulations corresponding to specific job duties.

Desired Qualifications

OpCon Operator/Administrator Certification is preferred.
Symitar/Episys Operations Training is preferred.
UiPath Orchestrator-related Certification is preferred.
Axway Operations Training is preferred.
Prior experience in financial services and/or a credit union is preferred.

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

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:

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.

About the Company

SchoolsFirst Federal Credit Union

Credit union offering savings, loans, accounts

SchoolsFirst Federal Credit Union provides financial services to members, especially school employees and their families, including savings and checking, auto loans, mortgages, credit cards, investments, and insurance through branches and online tools. Members join and use member-owned accounts with online/mobile banking, deposits, payments, and planning help. It differs from many competitors by being member-owned, federally insured, and focusing on the education community, offering educator-focused loan programs and lower fees. Its goal is to help teachers and school staff manage money effectively with affordable products and education resources while building a loyal member base.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Santa Ana, CA
Founded: 1934

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