RPA Engineer at Dark Fibre Africa

Main Purpose:

The RPA Support Engineer is pivotal in ensuring the organisation's optimal performance of all robotic process automation solutions. Their primary responsibilities involve troubleshooting and resolving issues related to RPA bots, ensuring that automation runs efficiently and that disruptions are addressed swiftly. The engineer actively monitors the RPA system, identifying opportunities for enhancements and optimisations. They collaborate closely with the development team to implement updates and improvements, and they liaise with end-users to gather feedback and ensure user satisfaction. As a part of the Service Operations area, the RPA Support Engineer is also responsible for documenting any changes made to the system and providing necessary training or communication to stakeholders. They aim to maintain the seamless operation of RPA tools and processes, aligning them with organisational goals and ensuring maximum uptime and productivity. 

ACCOUNTABILITIES AND RESPONSIBILITIES

Operational Management

• Monitor and ensure the efficient function of RPA bots and maintain 98% operational uptime for all RPA bots.
• Carry out routine checks and maintenance of RPA Systems and ensure 95% of RPA bots are updated and maintained quarterly.
• Address and resolve any technical challenges or malfunctions related to RPA promptly and resolve 90% of technical challenges within 4 hours of detection.

Level 1 & Level 2 Support.

• Identify and resolve RPA issues on time and achieve a 95% first-time resolution rate.
• Manage and respond to RPA-related tickets within SLA parameters and ensure 90% of tickets are resolved within SLA.
• Collaborate with other teams to get insights and knowledge to address complex issues and hold monthly collaboration sessions with other teams.

Event Management.

• Resolve technical events related to RPA bots promptly.
• Keep track of issues and maintain a minimal backlog and maintain an issue backlog of less than 5% month-on-month.

SLA Compliance.

• Ensure that RPA-related tasks and resolutions meet or exceed set SLAs and achieve 98% SLA compliance rate.
• Regularly review and seek to improve SLA performance and conduct monthly SLA review sessions.

Continuous Improvement.

• Stay updated with the latest in RPA technologies and best practices and attend at least two RPA webinars or workshops per quarter.
• Initiate sessions to brainstorm improvements in existing RPA solutions and conduct quarterly brainstorming sessions.
• Drive efforts in innovation, ensuring that RPA solutions remain efficient and cutting edge and implement two new innovative RPA solutions per year.

Customer Satisfaction.

• Assist in conducting customer satisfaction surveys.
• Respond and take action based on customer feedback to enhance RPA services.

Reporting and Analytics.

• Compile weekly and monthly performance reports and submit 100% of weekly reports by the end of the workday every Monday and monthly reports by the 3rd of the month.
• Utilise data analytics to make informed decisions and implement at least one data-driven improvement strategy per quarter based on analytics findings.

Process Improvement.

• Continuously identify areas for operational improvement and implement a minimum of three process improvements every quarter.
• Implement process enhancements to increase efficiency and achieve a 10% increase in operational efficiency annually through enhancements.

Incident Management.

• Support the incident management process for RPA-related issues and ensure 98% of incidents are logged and categorized accurately within 2 hours of occurrence.
• Ensure swift resolution of critical incidents and resolve 95% of critical incidents within 4 hours of being reported.

Vendor Management.

• Assist in liaising with vendors for third-party services and conduct monthly meetings with key vendors to discuss service quality and improvements.
• Ensure SLAs with vendors are met.

Capability Development and Training.

• Maintain a knowledge repository of emerging trends and best practices and add ten new entries to the knowledge repository per quarter.
• Pursue relevant certifications and expand technical capabilities and obtain at least one further verification related to RPA annually.

Staying abreast of Emerging technologies and Industry Trends.

• Stay informed about the latest technologies and trends in the industry.
• Participate in at least four industry-related training events per year.

Miscellaneous and General.

• Complete any assigned work-related duties and responsibilities.
• Maintain a 100% completion rate of assigned tasks

Requirements

Knowledge, qualifications and experience:

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Certification in one or more leading RPA tools (e.g., UiPath Advanced Developer, Blue Prism Developer, etc.)
• Additional certifications in IT Service Management, Project Management, or Business Analysis can be beneficial.
• Minimum of 1 years of hands-on experience in deploying, managing, and optimizing RPA solutions in an enterprise setting.
• Proficiency in one or more leading RPA platforms (e.g., UiPath, Blue Prism, Automation Anywhere). Experience with integrating RPA solutions with other enterprise systems and databases.
• Experience in managing end-to-end RPA projects, from requirement gathering to deployment and maintenance.
• Proven track record of effectively collaborating with internal business units, IT teams, and third-party vendor.

Technical Skills.

• Proficiency in leading RPA platforms such as UiPath, Blue Prism, and Automation Anywhere. Ability to design, develop, and optimise RPA bots and workflows.
• Knowledge of SQL and experience working with relational databases like MySQL, Oracle, or SQL Server. Ability to create, run, and optimise database queries.
• Experience integrating RPA solutions with other applications using RESTful APIs, web services, or direct integrations.
• Familiarity with version control tools such as Git or SVN, essential for managing and tracking changes in RPA scripts.
• Strong problem-solving skills to diagnose and resolve technical issues or malfunctions in RPA processes.
• Understanding of security protocols and best practices in RPA, ensuring bots handle data securely and meet compliance standards.