Key Responsibilities:
Production Support
- Provide technical support (L1 - L2) and maintenance of RPA bots in Production.
- Analyze incidents assigned to the RPA Support Group, perform triage, and determine and assign priority to incidents in ServiceNow.
- Perform in-depth production incident troubleshooting, resolve any production incidents within defined SLA, and monitor the fixes to ensure impacted bots function correctly.
- Escalate incidents to Level 3 within defined SLA in compliance to Edwards RPA incident management process.
- Perform Root Cause Analysis on P1 and P2 incidents.
- Develop Weekly and Monthly reports on bots performances and exceptions.
- Perform trend analysis and root cause analysis on recurring incidents and defects, articulate the resolution and preventive actions, and provide input to Change Control process.
- Shift left -> ability to recognize trends and create user stories to tackle problems from the root.
- Review and plan continuous improvements to ensure smooth running of RPA bots.
- Manage jobs and schedules in Orchestrator to ensure jobs recovery and execution as per defined schedules / business rules.
- Build and update knowledge base from incident and problem tickets.
- Establish effective communication channels for a wide network of stakeholders.
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RPA Development
- Have a solid understanding of RPA tools and related technologies including IDP.
- Design, develop, and implement software bots using RPA technologies.
- Work with business stakeholders and IT teams to determine requirements and design solutions.
- Familiar with Edwards existing systems or can quickly learn to get up to speed.
- Conduct testing and debugging of RPA bots to ensure they function correctly.
- Stay up-to-date with emerging RPA technologies and advancements.
- Prepare and maintain technical documentation and training materials.
- Contribute to the development of RPA best practices and standards within the organization.
- Must comply with Edwards standards such as the Robotic Development Life Cycle (RDLC), IT security policies, best practices, procedures & guidelines.
Qualifications and Experience:
- Degree in Computer Science or its equivalents.
- At least 3 years of working experience in Robotic Process Automation (RPA) technologies.
- Excellent working knowledge in RPA UiPath as a developer or support engineer.
- Demonstrable knowledge of Windows server OS / Networking / Security concepts.
Preferred Qualifications:
- Well versed with ITIL Concepts - Incident, Problem, Change and Release Management and Knowledge management.
- UiPath Developer Accreditation preferred.
- Strong knowledge and understanding about UiPath REFramework architecture.
- Development experience using Blue Prism, UiPath, Automation Anywhere, MS Power Automate, Abby or similar tools.
- Medical device industry experience.
- Experience working in a regulatory industry preferred.
- In-depth knowledge of RPA technologies.
- Proficient with other programming languages such as .net, C#.
- Proficient with SQL Server and SQL.
- Experience in maintaining and developing RPA Bots.
- Intelligent Document Processing (IDP) experiences preferred.
- Problem-solving, organizational, analytical, and critical thinking skills.
- Strong troubleshooting skills and experience to resolve critical & complex incidents.
- Excellent communication skills and ability to handle communication at different levels and diverse population.
- Ability to manage competing priorities in a fast-paced environment.