Robotics Processing Automation Support Engineer

Role Description

Provide second-level production support for Robotic Process Automation (RPA) bots and workflows, ensuring operational stability, optimal performance, and continuous improvement of automation solutions. This role requires deep hands-on expertise with Automation Anywhere and UiPath platforms, with a strong advantage for candidates familiar with Agentic Process Automation (APA) and the healthcare domain.

• Provide L2 RPA production support for UiPath and Automation Anywhere bots, ensuring stable and reliable operation
• Monitor, triage, and resolve production incidents related to RPA automations
• Perform root cause analysis on bot failures, exceptions, and system errors; implement corrective actions
• Analyze logs, data, and system behavior to diagnose and resolve technical issues
• Manage incidents, service requests, and changes using ITSM tools such as ServiceNow and Jira
• Ensure production automations meet defined SLAs and operational OKRs
• Escalate critical or unresolved issues to L3/development teams with complete documentation
• Troubleshoot bot runner connectivity, orchestrator/control room issues, and execution failures
• Resolve scheduling, triggering, queue processing, credential, access, and permission-related issues
• Diagnose dependency, environment, data integrity, and application performance issues impacting bots
• Collaborate with RPA developers, business analysts, operations, and IT teams to resolve issues and improve automation stability
• Participate in stand‑ups, sprint reviews, and Change Advisory Board (CAB) meetings as required
• Maintain documentation for application configurations, troubleshooting steps, and resolution procedures
• Contribute to automation health dashboards and operational reporting metrics
• Analyze support trends and recurring issues to recommend enhancements, optimizations, and process hardening
• Communicate effectively with technical and non‑technical stakeholders, providing clear updates on issue status and resolutions

Qualifications

• 3–5 years of hands-on experience in RPA production support or operations roles
• Proficient in Automation Anywhere A360 – bot development, Control Room management, and error handling
• Working knowledge of UiPath – Studio, Orchestrator, and REFramework-based bot support
• Strong understanding of RPA architecture, bot lifecycle, and deployment pipelines
• Experience with ITSM platforms for incident and change management (ServiceNow preferred)
• Familiarity with SQL, APIs, and integration troubleshooting (REST/SOAP)
• Excellent analytical and problem-solving skills with the ability to work under pressure
• Strong written and verbal communication skills for stakeholder engagement and documentation
• Ability to work rotating shifts and participate in an on-call rotation

Preferred Qualifications

• Automation Anywhere Certified Advanced RPA Professional or equivalent UiPath certification
• Competent with Agentic Process Automation (APA) tools, AI agents, or LLM-integrated automation frameworks
• Healthcare industry experience with knowledge

Education

• Bachelor's degree preferred/specialized training/relevant professional qualification/equivalent experience

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is: $72,100.00 - $158,620.00. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Benefits

• Comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families
• Medical, dental, and vision coverage
• Paid time off
• Retirement savings options
• Wellness programs and other resources, based on eligibility

Company Description

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.