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
40Time Type
Full timePay Range
The typical pay range for this role is:
$101,970.00 - $203,940.00This 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.
Great benefits for great people
We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
Additional details about available benefits are provided during the application process and on Benefits Moments.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
Top Skills
What We Do
CVS Health is the leading health solutions company that delivers care in ways no one else can. We reach people in more ways and improve the health of communities across America through our local presence, digital channels and our nearly 300,000 dedicated colleagues – including more than 40,000 physicians, pharmacists, nurses and nurse practitioners. Wherever and whenever people need us, we help them with their health – whether that’s managing chronic diseases, staying compliant with their medications, or accessing affordable health and wellness services in the most convenient ways. We help people navigate the health care system – and their personal health care – by improving access, lowering costs and being a trusted partner for every meaningful moment of health. And we do it all with heart, each and every day.
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