The RPA Production Support Analyst will ensure the stable operation of RPA bots by managing incidents, troubleshooting issues, and implementing corrective actions. They will also collaborate with teams to drive process improvements and support the L1/L2 support staff.
Job Description
RPA Production Support Specialist - Remote
Are you passionate about keeping processes running smoothly and efficiently? Do you thrive in a fast-paced environment where you can tackle challenges and make a real impact? If so, this RPA Production Support Specialist role might be the perfect fit for you! In this role, you'll be a key member of our RPA Production Support team, playing a vital part in ensuring the smooth and stable operation of our Robotic Process Automation (RPA) bots.
You'll provide guidance and ensure they have the resources needed for success. You'll also be involved in incident management, process implementation, and continuous improvement initiatives, all while keeping our RPA operations aligned with the organization's strategic goals.
Responsibilities
Support the L1/L2 Team:
Ensure they have the necessary knowledge and resources to effectively troubleshoot and resolve RPA issues.
Monitor their performance against established SLAs and KPIs, providing coaching and support as needed.
Foster a collaborative environment where knowledge sharing and continuous improvement are encouraged.
Incident Management:
Respond to and resolve incidents related to RPA bots, ensuring timely and efficient resolution. o Identify the root cause of issues and implement corrective actions to prevent recurrence.
Collaborate with other teams, such as development and infrastructure, to resolve complex issues.
Process Implementation and Improvement
Work with the L1/L2 team and business stakeholders to implement new RPA processes.
Analyze and identify opportunities for process improvement within the RPA environment.
Develop and implement best practices and standards for RPA operations.
RPA Support and Management:
Assist with RPA license management and change management processes.
Stay informed about the latest RPA tools, technologies, and best practices. o Contribute to the continuous improvement of the RPA platform and its integration with other systems.
Qualifications:
Required:
2+ years of experience in RPA support management (UiPath and/or Automation Anywhere)
2+ years of experience with a variety of RPA tools and technologies
Experience with Microsoft Power Platform (Power Automate, Power Apps, Power BI)
Preferred:
Strong problem-solving and troubleshooting skills o Excellent communication and interpersonal skills
Ability to work under pressure and meet deadlines
Experience providing direction to implement and maintain best practices
Ability to work independently and as part of a team
Background in Agile/DevOps processes, including change process and provisioning
Experience introducing and enforcing standards
Experience with Change Management
Experience with SLA and KPI tracking
Incident management
Job Requirements
At least 1 years’ power automate experience
Must have developed at least 4-5 automation solutions end to end.
Good understanding of attended, unattended automation, machine configuration and load balancing.
Excellent knowledge of exception handling, logging, error report and incident solving.
Competency in Microsoft O-365 products including SharePoint, Power BI, Word, OneDrive, Excel, and Teams.
Strong written and verbal communication skills to interact with business users and for creating and maintaining technical documentation.
Fundamental analytical and conceptual design thinking skills.
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