RPA Support Lead

CVS Health • Hartford, CT

1d

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+ 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 in shifts
• Experience in leading engineers

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

• Provides RPA production support and troubleshooting assistance for UiPath and Automation Anywhere bots within an organization to ensure the proper functioning of bots and address any issues that may arise.
• Monitor, triage, and resolve L2 production incidents related to RPA bots across Automation Anywhere and UiPath environments.
• Perform root cause analysis (RCA) on bot failures, process exceptions, and system errors, and implement corrective actions.
• Analyzes reported problems, performs data analysis, and conducts tests to resolve technical issues.
• Manage and track incidents, service requests, and change requests through ITSM tools (e.g., ServiceNow, Jira).
• Ensure SLAs and OKRs are met consistently for all production automation workflows.
• Escalate unresolved critical issues to L3/development teams with full documentation.
• Troubleshoot Bot runner connectivity and orchestrator/control room issues
• Scheduling and triggering failures, Queue processing issues (stuck, failed, or unavailable queue items), Access, credential, and permission-related failures
• Triage Dependency and environment-related issues and Data-related and application responsiveness issues
• Work closely with RPA developers, business analysts, and operations teams to identify recurring issues and recommend enhancements.
• Participate in daily stand-ups, change advisory boards (CAB), and sprint reviews as required.
• Contribute to automation health dashboards and reporting metrics.
• Proactively identify opportunities for process hardening and bot optimization.
• Maintains documentation of application configurations, troubleshooting steps, and resolution procedures to facilitate self-service resolution and provide reference materials for support staff and end-users.
• Collaborates with cross-functional teams, such as developers, business analysts, and IT infrastructure teams, to address application-related issues.
• Communicates technical information effectively to both technical and non-technical stakeholders, providing regular updates on issue resolution and support activities.
• Analyzes support trends, gathers user feedback, and suggests enhancements or changes to improve application performance, usability, and reliability.

Benefits

• This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families.
• The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level