Process Automation Controller

Western Union; Atlanta (GA); On-site; USD 85,000 - 110,000; Full time

Job summary

Western Union is seeking a Process Automation Controller to monitor and troubleshoot robots within our digital workforce. You will manage VM allocations in the Control Room, review application logs, and ensure automated processes run reliably across shifts.

You will analyze queue items, report on completed volumes, and identify exceptions for troubleshooting. The role requires IT/Business background, familiarity with Blue Prism, UiPath, or Automation Anywhere, and the ability to work evenings,

Qualifications

• Bachelor’s degree or equivalent work experience in IT/Business.
• Experience in IT support L1/L2.
• Familiar with automation platforms such as Blue Prism, UiPath, or Automation Anywhere.
• Strong troubleshooting and problem-solving skills.
• Ability to work in a shift-based environment including evenings, weekends, and holidays.

Responsibilities

• Monitor automated work completed.
• Allocate and technically set up virtual machines (VMs) onto specific processes through the use of the Blue Prism Control Room
• Monitor the application logs to do initial triage and provide information for debugging and troubleshooting when an event has terminated unexpectedly
• Monitor Queue items that are waiting to be picked up and worked by VMs/Robots
• Extract and report, worked out items completed volumes and identify exceptions and recognize patterns
• Classify and identify system and business exceptions, report and communicate with proper response for troubleshooting and resolution
• Identify opportunities to improve and enhance the Virtual Workforce capacity
• Liaising with SMEs from the business to understand downstream or upstream volume that impact the process
• Implement process/operational changes that further increase the benefits of the automated process
• Schedule process automation (robots)
• Able to support a variable schedule day/evening shift and during weekends and public holidays
• Technical Troubleshooting
• Knowledge base build and management
• Credential / password / variables management and housekeeping for robots.

Skills

Troubleshooting

Stakeholder comms

Shift work

Excel proficiency

Log analysis

Education

Bachelor’s degree or equivalent work experience in IT/Business

Tools

Blue Prism

UiPath

Automation Anywhere

Job description

At Western Union, we’re more than a trusted name in global payments. We’re moving beyond remittances, beyond cash, and beyond the expectations of our customers. Our talented teams enable us to transform into a digital-first company, built on the strength of our retail foundation and powered by next-generation payments. All this with the goal of helping people prosper. Our customers inspire us to push boundaries and create services that make life easier and communities stronger. Wherever you are in the world, we’re committed to shaping the next generation of financial experiences. Join us as we go beyond and be part of a team that’s redefining what’s possible. Role Responsibilities As a Process Automation Controller, you will be responsible for monitoring and troubleshooting the robots. Key responsibilities include:

• Monitor automated work completed.
• Allocate and technically set up virtual machines (VMs) onto specific processes through the use of the Blue Prism Control Room
• Monitor the application logs to do initial triage and provide information for debugging and troubleshooting when an event has terminated unexpectedly
• Monitor Queue items that are waiting to be picked up and worked by VMs/Robots
• Extract and report, worked out items completed volumes and identify exceptions and recognize patterns
• Classify and identify system and business exceptions, report and communicate with proper response for troubleshooting and resolution
• Identify opportunities to improve and enhance the Virtual Workforce capacity
• Liaising with SMEs from the business to understand downstream or upstream volume that impact the process
• Implement process/operational changes that further increase the benefits of the automated process
• Schedule process automation (robots)
• Able to support a variable schedule day/evening shift and during weekends and public holidays
• Technical Troubleshooting
• Knowledge base build and management
• Credential / password / variables management and housekeeping for robots. Role Requirements
• Bachelor’s degree or equivalent work experience in Information Technology, Business, or a related field.
• Experience in IT support L1/L2. IT troubleshooting.
• Basic understanding of automation platforms such as Blue Prism, UiPath, or Automation Anywhere.
• Strong troubleshooting and problem-solving skills.
• Experience analyzing logs, incidents, and system exceptions.
• Ability to work in a shift-based environment, including evenings, weekends, and public holidays.
• Strong communication skills and ability to work with business and technical stakeholders.
• Proficiency in Microsoft Office applications, particularly Excel. Work Shift Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. Due to the nature of this role, the expectation is to work from the office full time. This role has an evening shift. Other Details We are passionate about honoring our employee's identity and fostering a feeling of belonging. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.