Offer summary

Qualifications:

4+ years of experience in UiPath and support roles., Intermediate skills in UiPath with the ability to read and understand workflows., Good understanding of Windows Servers, Virtual Machines, and ITSM tools like ServiceNow., Basic knowledge of coding languages such as C#/Java, and SQL..

Key responsibilities:

Troubleshoot technical issues related to the RPA platform on VM and desktop environments.

Liaise with teams to develop corrective actions for incidents and ensure service restoration within SLA.

Provide ongoing support for UiPath infrastructure and maintain documentation of all support tickets.

Drive initiatives for efficiency within the RPA Support team and adhere to ITIL guidelines.

Job description

4+ years of experience in UiPath and working in a Support Role.

Knowledge and Skills Requirements:

Must possess intermediate UiPath skills – ability to read and understand UiPath Workflows for diagnosis, troubleshooting and escalating to Development Teams
Must possess the good understanding and working knowledge of Windows Servers, Virtual Machines, Remote Access, interpreting windows event logs, etc (RPA Infrastructure)

Experience with the following activities related to Support

Experience with ITSM tools such as ServiceNow
General understanding of ITSM guidelines, incident, problem, and change management
General knowledge of SQL
Understanding of troubleshooting and windows support tools
Understanding of various IT Security concepts
Installation and upgrade of UiPath Studio, Robots, and Orchestrator

Good knowledge on at least basic knowledge of any coding language C#/Java, VB Script, Excel VBA (Excel Macros)
Analyze Requirements analytically and Design efficient and robust solutions following design principles and create a Design document and test cases as per RPA recommendation
Ability to work within a multi-disciplinary team structure and also independently
Ability to meet agreed on deadlines and demonstrate productivity with regards to the incident management
Advanced verbal & written communication skills, and should be able to talk directly/independently with clients to handle production issues/queries

Job Role:

Solving technical issues related to the RPA platform on VM environment/desktop machines.

Troubleshooting the basic network, application and access issues on Level 1 and Level 2

basis.

Determination of root cause of incidents (configuration vs. defect)
Liaison with appropriate teams for the development of corrective actions or viable workarounds to resolve incidents
Acts as a key player between UiPath Product Team and IT services. Ensures to enhance the services/process involved in RPA support for team benefits.
Provides technical support to remediate basic incidents or technology change ticket orders to support VDI replacement, upgrades and other requests for remediation. Completes the restoration of service within specified SLA parameters with business.
Provides for the ongoing operations, availability and stability for UiPath infrastructure such as Servers, network and VM guest as per requirements and business directives.
Supports and reviews Service Level Agreements (SLA), Key Performance Indicators (KPI) and other metrics to ascertain appropriate performance of all tickets
Creates and maintains appropriate documentation of all tickets supported under RPA
Support team to ensure up to date inventory and properly accounted for.
Supports and partners with IT management teams on changing Business and Usual (BAU) directives and advanced planning activities that affect the RPA team.
Ensure that all RPA issues are addressed. Ensuring the uptime is consistent for all BOT (VM machines).
Documenting all procedures related to RPA support. Accountable for every assigned task for fixing and delivering the right support.
Drives initiatives within the RPA Support team for better efficiency. Preparing technical tips and tricks of all important applications which help the team to troubleshoot the issue in a quicker way.
Adhere to ITIL guidelines for Incident, Problem and Change Management.

Required profile