RPA Support Lead

This is a fully remote position, open to applicants in Connecticut.

📋 Description

• Deliver second-level production support and troubleshooting for RPA bots and workflows utilizing UiPath and Automation Anywhere.

• Oversee, prioritize, and resolve L2 production incidents within Automation Anywhere and UiPath environments.

• Conduct root cause analysis for bot failures, process exceptions, and system errors, implementing necessary corrective measures.

• Examine reported issues, perform data analysis, and execute tests to rectify technical challenges.

• Manage incidents, service requests, and change requests via ITSM tools such as ServiceNow and Jira.

• Ensure that SLAs and OKRs are fulfilled for production automation workflows.

• Escalate unresolved critical issues to L3/development teams, providing comprehensive documentation.

• Troubleshoot issues related to bot runner connectivity, orchestrator/control room, scheduling and triggering failures, queue processing, access and credential failures, dependencies, environments, data, and application responsiveness.

• Collaborate with RPA developers, business analysts, operations teams, and IT infrastructure teams.

• Engage in daily stand-ups, change advisory boards, and sprint reviews.

• Contribute to automation health dashboards and reporting metrics.

• Recognize opportunities for process hardening, bot optimization, and application enhancements.

• Maintain documentation encompassing application configurations, troubleshooting procedures, and resolution protocols.

• Relay technical information and provide consistent updates to both technical and non-technical stakeholders.

• Analyze support trends, collect user feedback, and recommend enhancements to boost application performance, usability, and reliability.

⛳️ Requirements

• A minimum of 3 years of hands-on experience in RPA production support or operations roles.

• Proficiency in Automation Anywhere A360, including bot development, Control Room management, and error handling.

• Working knowledge of UiPath Studio, Orchestrator, and REFramework-based bot support.

• Strong comprehension of RPA architecture, bot lifecycle, and deployment pipelines.

• Experience with ITSM platforms for incident and change management; ServiceNow is preferred.

• Familiarity with SQL, APIs, and troubleshooting REST/SOAP integrations.

• Exceptional analytical and problem-solving abilities.

• Strong written and verbal communication skills for engaging stakeholders and documentation purposes.

• Willingness to work in shifts.

• Experience in leading engineering teams.

• Automation Anywhere Certified Advanced RPA Professional or an equivalent UiPath certification is preferred.

• Proficiency with Agentic Process Automation tools, AI agents, or LLM-integrated automation frameworks is advantageous.

• Experience in the healthcare industry is preferred.

• A bachelor's degree is preferred.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources supporting physical, emotional, and financial well-being.

• Eligibility for CVS Health bonus, commission, or short-term incentive programs.

• Comprehensive benefits package for employees and their families.