Specialist

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 experience2+ 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 technologiesExperience with US Healthcare (Preferably Revenue cycle management or Insurance)Demonstrated expertise in managing production support teamsExcellent written and verbal communication skillsAbility to quickly learn new tools/process and adapt to new challengesStrong knowledge of MS-Office (Excel & PowerPoint)Stakeholder management & time management skillsStrong 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 solutionCertification 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 challengesStrong 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 deploymentEscalate critical issues to the appropriate stakeholder team (Technology and Operation)Drives automation opportunity identification and assessment within the existing processLead handshake of automated solutions from development to hypercare phase Publish Weekly Bot Performance Report and KPIsLeads and/or participates in testing activities, including integration testing, end-to-end (business process) testing and user acceptance testingDerive and report KPI variance in benefits/savings from the bot performanceManage a team that is supporting Digital workforces (Automation/Bots)Consolidate and review performance of all bots at a business function levelOversee 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 implementationsResponsible for managing SLA of tickets and quality of resolutionManage all enablers for analyst for effective root cause analysisSetup/Conduct Knowledge Transfer (KT)/Cross-Training session for Digital Workforce teamCoordinate and arrange trainings on RPA tools, Jira/Scrum/Agile and similar enablersSuccessful implementation and improvement of digital workforce performance in a portfolioStabilization of bots by agreed timelinesMinimal escalations and meet agreed SLA on the issue resolutionNumber of knowledge byte documents reviewed on monthly basisPeriodic stakeholder communication and review meetings on the bot KPIsIdeas and feedback for optimization and expanding scope of automationOnboarding new DWSAs and planning KT sessionsRaising request for access which are essential required to run process smoothlyProviding motivation/feedback on project/individual performanceLiasie with the product team to rectifying and resolving the issue in automation production environment

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

Operating Systems/Applications
Automation Anywhere/UiPath/Blue PrismPowerBIServiceNowJiraConfluenceMS-Office Suite ApplicationsSQL ServerELKPower AutomateR1 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)