Robotics Processing Automation Support Engineer
About The Position
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. 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.
Requirements
- 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
Nice To Haves
- 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
Responsibilities
- 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
Benefits
- medical
- dental
- vision coverage
- paid time off
- retirement savings options
- wellness programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
