RPA Support Lead

About the role

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.

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
  • Dependency and environment-related issues
  • 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.
• Maintain documentation of application configurations, troubleshooting steps, and resolution procedures to facilitate self-service resolution and provide reference materials for support staff and end-users.
• Collaborate with cross-functional teams, such as developers, business analysts, and IT infrastructure teams, to address application-related issues.
• Communicate technical information effectively to both technical and non-technical stakeholders, providing regular updates on issue resolution and support activities.
• Analyze support trends, gather user feedback, and suggest enhancements or changes to improve application performance, usability, and reliability.

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 of HIPAA, claims processing, or pharmacy systems.

Bachelor's degree preferred.

Pay

The typical pay range for this role is $101,970.00 - $203,940.00. This pay range represents the base annual full-time salary. This position is also eligible for a CVS Health bonus, commission, or short-term incentive program in addition to the base pay range listed above.

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, including:

• Medical, dental, and vision coverage
• Paid time off
• Retirement savings options
• Wellness programs