RPA L1/L2 Support Analyst

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RPA L1/L2 Support Analyst

@ CGI

Position Description:

• CGI is seeking a talented Production Support Specialist - UiPath L1/L2 to join our dynamic team and work on cutting-edge technologies. You'll collaborate with a highly skilled team, ensuring seamless operations and functionality of AI-driven bots across enterprise systems.
• Hybrid role in one of our CGI offices in Lafayette, LA, Nashville, Richardson or Dallas, TX

Your future duties and responsibilities:

• L1 Team - Bot Operator Controller with UiPath
• Issue communications, user education, SOP based technical support, SOP based bot checkouts, initial triage of all tickets.

Application Management:

• Monitoring, measuring, reporting bot performance, capacity and utilization
• Maintaining Role Based Access of Bots
• Managing Bot credentials as applicable

Governance:

•  Provide data to measure business benefits

Issue Resolution:

• Resolve login, access, and password issues
• Track and replay timeout transactions
• Have working sessions with users if needed.
• Attend phone calls from users if needed

Knowledge Management:

• Maintain password expiration tracker
• Maintain KA/KT documents
• Update design documents as needed
• Maintain SOP
• Maintain Issues tracker
• L2 Team - Tech Support
• SLA owner, M1, M2 & M3 incident resolution, extended support (7am to 9pm EST), proactive health checks, scheduling bots, checkouts, replication issues & documenting steps, monitoring performance & capacity utilization, metrics and reporting, knowledge management.

Application Management:

• Determine bot impacts from other projects or interfacing systems
• Bot Scheduling
• Establish bot deployment process
• Drive discussions on capacity requirements (peak vs. non-peak seasons)
• Drive design and implementation discussions with project/business team
• Resolve errors within agreed upon SLA’s

Governance:

• SLA Management
• Confirm bots are PVS tested
• Ensure uptime/bot availability
• Ensure adherence to change management process
• Develop production standards

Issue Resolution:

• Recycle restarts of bots and vdi’s
• Resolve technical fallout
• Triage exceptions, LDAP, Role Sync, and performance issues
• Resolve M1, M2 and M3 issues
• Provide extended (7am to 9pm EST) support for critical business tasks
• Technical support for manual updates

Knowledge Management:

• Maintain knowledge database
• Real-time monitoring of production bots
• Track infrastructure usage metric
• Checkout for scheduled maintenance
• Respond to proactive alerts (representing potential threshold breach)
• BOT outage prevention activities

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Qualifications:

Required qualifications to be successful in this role:

• Required Skills/Tools: UiPath Studio and Orchestrator, familiarity with GitHub and Jenkins, SQL knowledge, basic scripting in VB.NET or C#, and experience with Jira, ServiceNow, and Confluence.
• Bachelor's degree in computer science, Engineering or related field (or equivalent work experience).

Skills:

• Jenkins
• GitHub
• C#
• Confluence
• Jira
• ServiceNow
• VB.NET

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How to Apply:

Apply online at https://www.cgi.com/en/careers. 

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