RPA Support & Operations Analyst

Job Summary:

We are seeking a proactive and detail-oriented RPA Support & Operations Analyst to manage and support Robotic Process Automation (RPA) solutions in a production environment.

The role requires strong troubleshooting skills, ownership of bot operations, effective stakeholder communication, and the ability to independently investigate and resolve issues while ensuring business continuity.

Key Responsibilities

1. RPA Operations & Support

• Monitor RPA bot executions and ensure successful completion of scheduled processes.
• Perform break/fix code changes and support routine bot maintenance activities.
• Review process documentation, knowledge transfer materials, and training videos to gain a thorough understanding of supported automations.
• Validate bot configurations and ensure all prerequisite activities are completed before execution.
• Verify and validate process outputs before communicating results to business stakeholders.
• Identify, analyse, and resolve production incidents with a focus on root cause identification and preventive actions.
• Maintain operational stability and adherence to established support procedures.

2. Incident Management & Troubleshooting

• Investigate bot failures, system exceptions, and process deviations.
• Perform detailed troubleshooting to determine root causes rather than only reporting issues.
• Develop and recommend corrective and preventive actions.
• Escalate complex incidents appropriately while providing relevant diagnostic findings.
• Document issues, resolutions, and lessons learned to improve support effectiveness.

3. Business Stakeholder Management

• Provide timely and proactive communication regarding incidents, outages, and service requests.
• Respond to business queries within agreed service levels.
• Clearly communicate root causes, impacts, and next steps in a concise, business-friendly manner.
• Ensure stakeholder requests are tracked and followed through to completion.
• Build strong working relationships with business users and process owners.

4. Team Collaboration & Communication

• Actively participate in daily stand-ups, support reviews, and team meetings.
• Communicate work progress, challenges, and risks proactively.
• Seek guidance and support when blocked on issues or technical challenges.
• Ensure timely updates are provided when unable to attend team meetings.
• Take ownership of assigned work and collaborate effectively with cross-functional teams.

5. Continuous Improvement & Initiative

• Demonstrate ownership in identifying solutions and resolving operational issues.
• Research and provide procedural guidance or SOPs for common support requests.
• Leverage available tools, knowledge bases, and AI-assisted resources to improve support effectiveness.
• Identify automation, process improvement, and operational efficiency opportunities.
• Contribute to knowledge management and process documentation.

Required Skills & Experience

Primary Skills

• Robotic Process Automation (RPA) Support
• RPA Bot Monitoring & Operations
• Incident Management & Troubleshooting
• Root Cause Analysis (RCA)
• Production Support
• Process Validation & Quality Checks

Secondary Skills

• UiPath / Automation Anywhere / Blue Prism (any RPA platform)
• SQL and Data Validation
• Process Documentation and Knowledge Management
• ServiceNow or ITSM Tools
• Stakeholder Communication
• Business Process Analysis

Soft Skills

• Strong ownership and accountability
• Excellent verbal and written communication
• Proactive problem-solving mindset
• Attention to detail and diligence
• Ability to work independently with minimal supervision
• Strong collaboration and teamwork skills
• Customer-focused approach

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related discipline.
• 3-7 years of experience in RPA Support, Application Support, or Automation Operations.
• Experience supporting business-critical automation solutions in a production environment.

Preferred Experience

• Experience in enterprise automation support environments.
• Exposure to SAP-integrated automated processes.
• Experience creating SOPs, knowledge articles, and operational runbooks.
• Familiarity with monitoring tools, ticketing systems, and service management processes.