RPA Support Lead
CVS Health
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Benefits offered by this job
Job summary
CVS Health is seeking a second-level production support analyst to maintain RPA bot stability and performance using Automation Anywhere and UiPath. You will monitor incidents, perform root-cause analyses, and implement fixes while collaborating with IT staff and business analysts to optimize automation health.
The role requires 3+ years in RPA support, knowledge of AA/Uipath platforms, ITSM processes, and strong analytical and communication skills.
Qualifications
- 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
Responsibilities
- Provide L2/RPA production support and troubleshooting assistance for UiPath and Automation Anywhere bots to ensure proper functioning.
- Monitor and resolve L2 production incidents across AA and UiPath environments.
- Perform root cause analysis on bot failures and implement corrective actions.
- Analyze reported problems and conduct tests to resolve technical issues.
- Manage incidents, service requests, and change requests through ITSM tools (ServiceNow/Jira).
- Ensure SLAs and OKRs are met for production automation workflows.
- Escalate unresolved issues to L3/development with full documentation.
- Collaborate with RPA developers, business analysts, and operations teams to identify recurring issues and improvements.
- Contribute to automation health dashboards and reporting metrics.
- Document configurations, troubleshooting steps, and resolution procedures for self-service support.
Skills
Education
Tools
Job description
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.
- 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.
- 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
- 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
- Bachelor's degree preferred.
40
Full time
$101,970.00 - $203,940.00
This pay range represents the base hourly rate or base annual full‑time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short‑term incentive program in addition to the base pay range listed above.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
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.
We anticipate the application window for this opening will close on: 08/25/2026
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
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