RPA Support Engineer

This is a remote position.

Role Overview 

The RPA Support Engineer (UiPath) is responsible for the monitoring, incident and request management, platform administration, and continuous improvement of the RPA Environment. The role ensures the availability and successful execution of UiPath Orchestrator, unattended robots, queues, and scheduled jobs during the defined RPA Coverage Hours. 

Key Responsibilities 

Monitoring 

Monitor UiPath Orchestrator, unattended robots, queues, and scheduled jobs for availability and successful execution during the RPA Coverage Hours. 

Monitor and action alerts for job failures, faulted transactions, queue backlogs, robot disconnections, stuck or long-running jobs, and license or capacity thresholds. 

Route RPA alerts into the BCI ITSM platform for incident creation, assignment, and tracking in accordance with Schedule A-1-1 (Cross Tower Services). 

Perform scheduled health checks of the RPA Environment and report exceptions. 

Incident and Request Management 

Receive, triage, prioritize, and resolve Incidents affecting the RPA Environment in accordance with the priority matrix set out in Schedule A-1-1 (Cross Tower Services). 

Restart failed jobs, retry or reprocess faulted queue items, and clear blocking conditions in accordance with documented runbooks. 

Escalate Incidents attributable to a product defect to the UiPath vendor and manage the vendor case to closure. 

Escalate Incidents attributable to business logic, source data, or upstream application defects to the BCI process owner or the responsible Service Tower. 

Fulfill service requests for scheduling changes, queue management, and robot or asset configuration within the RPA Environment. 

Platform Administration 

Administer UiPath Orchestrator, including folders, robots, assets, credentials, queues, triggers, and schedules. 

Deploy and roll back automation packages released by BCI or a BCI-designated third party, following the Change Control Process. 

Maintain and update runbooks, monitoring configuration, and support documentation for the RPA Environment. 

Apply platform patches and version upgrades released by the vendor, following the Change Control Process. 

Reporting and Continuous Improvement 

Report Incident volumes, Service Level performance, automation execution success rates, and top recurring failure causes as part of the Monthly Performance Report described in Schedule B (Service Level Methodology). 

Perform root cause analysis on recurring failures and recommend remediation to the applicable BCI process owner. 

Identify and recommend opportunities to reduce failure volumes and manual intervention within the RPA Environment.