RPA Support Lead

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

Education

• Bachelor's degree preferred.

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:<