RPA Support Lead

CVS Health

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. What you will do 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. For this role you will need Minimum 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 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

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.
Additional details about available benefits are provided during the application process and on Benefits Moments.

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