RPA Production Support Specialist

RPA Production Support Specialist

About the Role:

Are you passionate about keeping processes running smoothly and efficiently Do you thrive in a fastpaced 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 youll 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. Youll work closely with the L1/L2 support team providing guidance and ensuring they have the resources needed for success. Youll also be involved in incident management process implementation and continuous improvement initiatives all while keeping our RPA operations aligned with the organizations strategic goals.

Key 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.
  • 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.
  • 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 problemsolving and troubleshooting skills
  • 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