AD – RPA Service Manager – Job4939

AD – RPA Service Manager – Job4939

Summary

We are seeking a highly skilled and experienced AD RPA Service Manager to lead the transition and ongoing support of Robotic Process Automation (RPA) bots within our organization. This senior role is critical to ensuring seamless business-as-usual operations by managing the lifecycle of RPA bots from development handover to steady-state support. The ideal candidate will have a strong background in RPA support, particularly with UiPath, and possess excellent communication skills in both English and Spanish to effectively collaborate with business users and technical teams. This role demands a strategic mindset, technical expertise, and a proactive approach to continuous improvement and compliance within a dynamic, cloud-enabled technology environment.

Responsibilities

• Own the smooth transition of RPA bots from development to steady-state support, ensuring minimal disruption and maximum operational efficiency.
• Define, implement, and monitor support Service Level Agreements (SLAs) to guarantee timely incident resolution and bot performance.
• Manage bot schedules and orchestrators, including UiPath Orchestrator, to optimize bot execution and resource utilization.
• Oversee RPA license management to ensure compliance with vendor agreements and internal policies.
• Continuously monitor bot performance and production issues, promptly addressing incidents within agreed timelines.
• Coordinate defect resolution by liaising between business users, RPA developers, and global platform teams to ensure root cause analysis and timely fixes.
• Drive periodic bot health checks, platform upgrades, and patch management in alignment with company IT policies and security standards.
• Provide regular support metrics, monthly performance summaries, and actionable recommendations for process and system enhancements.
• Ensure all RPA operations comply with internal RPA governance, InfoSec standards, and industry best practices.
• Maintain and enhance the Intelligent Process Automation (IPA) Dashboard to provide transparent visibility into bot performance and support status.
• Maintain excellent communication with business users in both English and Spanish, facilitating clear understanding and collaboration.
• Work closely with business analysts, developers, IT security, and global platform teams to align RPA initiatives with organizational strategy and compliance requirements.

Requirements

Must-Have Skills

• UiPath Expertise: Deep knowledge and hands-on experience with UiPath Orchestrator and related RPA tools to manage bot deployment, scheduling, and monitoring effectively.
• Automation Anywhere Knowledge: Familiarity with Automation Anywhere platform to support multi-vendor RPA environments and ensure comprehensive bot management.
• RPA Support Experience: Minimum of 3 years in RPA support roles, with proven ability to manage production issues, incident resolution, and bot maintenance.
• Business Analysis: Strong background in business analysis to understand process requirements, translate them into RPA solutions, and align automation with business goals.
• Incident Management: Skilled in managing incidents within defined SLAs, coordinating cross-team responses, and ensuring timely resolution.
• Bot Monitoring and Maintenance: Proficient in monitoring bot health, scheduling maintenance, and driving continuous improvements to bot reliability and performance.
• License Compliance: Experience managing RPA licenses, ensuring compliance with vendor contracts and internal policies.
• Production Issue Monitoring: Ability to proactively identify, analyze, and resolve production issues impacting RPA bots.
• Excellent Communication Skills (English and Spanish): Fluent in both languages to engage effectively with diverse business users and technical teams on a daily basis.
• Experience with Smartsheet and Jira: Practical knowledge of Smartsheet for project tracking and Jira for issue and workflow management to support RPA operations.
• Strategic Business Acumen: Understanding of organizational strategy and the ability to develop RPA components that align with and drive business objectives.

Nice-to-Have Skills

• ServiceNow: Experience using ServiceNow for IT service management, incident tracking, and change management to enhance RPA support processes.
• Cross-Team Collaboration: Demonstrated ability to work collaboratively across multiple teams and geographies, fostering a culture of shared ownership and continuous improvement.