The Onshore Application Support Analyst RPA Bot Support will play a pivotal role in ensuring the smooth operation, maintenance, and enhancement of Robotic Process Automation (RPA) bots within the Life Sciences and Healthcare domain. This role is critical for supporting large-scale bot deployments, troubleshooting automation workflows, and collaborating with stakeholders to optimize business processes. The successful candidate will contribute significantly to process efficiency and compliance within a dynamic and innovative environment.
- Serve as the primary point of contact for business stakeholders and IT teams for all RPA-related support and enhancement activities.
- Provide governance and operational oversight for approximately 250 RPA bots across multiple business functions and regions.
- Coordinate with offshore support teams to ensure timely monitoring, incident resolution, service restoration, and adherence to SLAs.
- Engage with business users to understand process requirements, prioritize enhancement requests, and define automation roadmaps.
- Lead incident management activities, including stakeholder communication, escalation management, and service recovery coordination.
- Review bot performance, operational metrics, and support trends to identify opportunities for optimization and continuous improvement.
- Facilitate Root Cause Analysis (RCA) discussions and drive corrective and preventive actions to minimize recurring production issues.
- Collaborate with development, infrastructure, security, and platform teams to support bot deployments, upgrades, and environment changes.
- Ensure compliance with organizational standards, regulatory requirements, data privacy policies, and audit controls, particularly within the Life Sciences and Healthcare domain.
- Oversee change management activities, including impact assessments, release planning, testing coordination, and production implementation approvals.
- Manage stakeholder expectations by providing regular updates on incidents, enhancements, risks, service performance, and project status.
- Drive service improvements, automation adoption, operational efficiency initiatives, and support process standardization across the RPA landscape.
- Review and approve support documentation, operational procedures, knowledge articles, and best practices for effective knowledge management.
- Coordinate capacity planning, resource allocation, and workload prioritization across onsite and offshore teams.
- Support automation governance forums, service reviews, and leadership reporting by presenting key operational metrics, risks, and improvement plans.
- Work closely with global business and technology teams to ensure seamless bot operations, business continuity, and alignment with strategic objectives.
- Identify automation opportunities within business processes and collaborate with delivery teams to maximize business value and ROI from the RPA platform.
- Ensure effective vendor coordination with UiPath, infrastructure providers, and other technology partners for issue resolution and platform enhancements.
- Proven experience in RPA bot support, development, and deployment within workflow automation environments.
- Strong proficiency in scripting languages, including Python and Bash.
- Strong proficiency with UiPath automation tools.
- Strong proficiency in Big Panda, GPT-5.4 mini, GPT-5.4, Gemini 2.5 Pro, Claude Sonnet, GPT-4o, gpt-image-1.5, and other Generative AI models, API-based services used for application integration and functionality.
- Demonstrated ability to support, maintain, and enhance large-scale bot operations (250+ bots).
- Demonstrated ability to troubleshoot and resolve complex automation issues.
- Excellent problem-solving skills and attention to detail.
- UiPath Certified RPA Developer or equivalent certification.
- Exceptional communication skills, both written and verbal.
- Experience in process analysis and stakeholder management.
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