Lead Associate / Specialist - RPA Support Management

Position Summary

This role will be responsible for leading a team of senior associate who are managing digital workforce (bots/automations) for a revenue cycle portfolio, ensuring smooth transition of bots from dev to production environment, managing escalation of issue to technical as well as operation stakeholders, Periodic reporting of bot performance indicators and explanation on the variances, tracking new automation opportunities identification and summarizing it with Product Owner (PO) & Intelligent Automation Analyst (IAA).

Skills/Qualifications

• Graduation/Equivalent in any discipline (Desirable BCA/B.Sc. (CS)/ B.Tech)
• Overall 6-8 years experience
• 2+ years of experience in RPA support management (Automation Anywhere and/or UiPath, Blue Prism or any other tool)
• 2+ years of experience with a variety of RPA tools and technologies
• Experience with US Healthcare (Preferably Revenue cycle management or Insurance)
• Demonstrated expertise in managing production support teams
• Excellent written and verbal communication skills
• Ability to quickly learn new tools/process and adapt to new challenges
• Strong knowledge of MS-Office (Excel & PowerPoint)
• Stakeholder management & time management skills
• Strong knowledge of automation/macros/SQL/bots (digital workforce)
• Understanding of workflow-based logic and ability to both understand a business process from a workflow diagram and to conceptualize it as an automated solution
• Certification in RPA tools, Scrum, Project Management (Desirable)
• Incident/Change management using ServiceNow (ITIL) and JIRA/Kanban framework. Preferred ITIL/ITSM certification
• A self-starter who delivers high quality work and can adapt to new challenges
• Strong business acumen & Good troubleshooting skills

Primary Responsibilities

• Manage RPA bots' automation performance and notify technical owners through incident management process
• Coordinates sign-off approvals by business and/or technical staff to certify successful results of deliverable(s) or phase completion, including development and deployment
• Escalate critical issues to the appropriate stakeholder team (Technology and Operation)
• Drives automation opportunity identification and assessment within the existing process
• Lead handshake of automated solutions from development to hypercare phase
• Publish Weekly Bot Performance Report and KPIs
• Leads and/or participates in testing activities, including integration testing, end-to-end (business process) testing and user acceptance testing
• Derive and report KPI variance in benefits/savings from the bot performance
• Manage a team that is supporting Digital workforces (Automation/Bots)
• Consolidate and review performance of all bots at a business function level
• Oversee day to day running of bots using RPA monitoring platforms/control room
• Creates and maintains process, technical, project or other documentation, as may be required, to support development, testing and implementations
• Responsible for managing SLA of tickets and quality of resolution
• Manage all enablers for analyst for effective root cause analysis
• Setup/Conduct Knowledge Transfer (KT)/Cross-Training session for Digital Workforce team
• Coordinate and arrange trainings on RPA tools, Jira/Scrum/Agile and similar enablers
• Successful implementation and improvement of digital workforce performance in a portfolio
• Stabilization of bots by agreed timelines
• Minimal escalations and meet agreed SLA on the issue resolution
• Number of knowledge byte documents reviewed on monthly basis
• Periodic stakeholder communication and review meetings on the bot KPIs
• Ideas and feedback for optimization and expanding scope of automation
• Onboarding new DWSAs and planning KT sessions
• Raising request for access which are essential required to run process smoothly
• Providing motivation/feedback on project/individual performance
• Liasie with the product team to rectifying and resolving the issue in automation production environment

Secondary Responsibilities

• Submit and track project ideas to DTO intake process
• Gather pre-design materials (process flows, SOPs (Standard Operating Procedure), technical details, etc.) for new projects
• Support GBS/onshore BAs in standing up new DTO projects

Operating Systems/Applications

• Automation Anywhere/UiPath/Blue Prism
• PowerBI
• ServiceNow
• Jira
• Confluence
• MS-Office Suite Applications
• SQL Server
• ELK
• Power Automate
• R1 legacy applications

Functional Skills

• Analytical / detail orientated.
• Team building ability.
• Ability to work independently.
• Problem solving and decision making.
• Client centricity.
• Ability to prioritize tasks.

Technical Skills

• Strong skills in Microsoft office suite required (e.g., PowerPoint, Excel, Word, Visio, and Project)
• Experience with Bot development life cycle including requirements definition, solution design, development, testing, documentation, training, deployment, operations, support, and maintenance.
• Excellent analytical, verbal, and written communication skills.
• Detailed knowledge on Agile, Jira, GANTT charts methodologies and tools.
• Experience in SQL and SSIS an advantage.

Work Conditions

• Ready to work in shifts.
• Holiday skeleton support.
• Weekend IT maintenance support (As required)