Automation Support Analyst (AI-Assisted) PA26AUTRQ3136

This role exists to grow the RPA Support team’s capability by bringing in AI-literate colleagues from Operations and developing them into confident automation support professionals. The role-holder will provide second-line support for the Blue Prism automation estate, use AI assistants responsibly and effectively in their day-to-day work, and progressively build hands-on RPA, infrastructure, and data skills with structured support from the wider team.

This is a development and progression role: the role-holder is not expected to arrive with deep RPA platform knowledge. What matters most is a strong production or operations support background, a sound analytical instinct, and genuine, confident use of AI tools to work smarter - plus the curiosity and discipline to build Blue Prism, infrastructure, and data capability over time.

“AI-literate” here means comfortable and effective using AI assistants to add value in daily work - not, from day one, building AI models, integrating LLM APIs, or developing agentic frameworks. This role is about applying AI sensibly, critically, and responsibly to accelerate everyday support work - with genuine scope to grow into those deeper technical AI-engineering skills over time, alongside RPA, infrastructure, and data capability, as experience and the needs of the team develop., RPA Application & Production Support

• Provide second-line support for Blue Prism automations across a large, business-critical estate (~250 processes), working alongside senior Support colleagues.
• Investigate incidents and failures using logs, control room data, process design artefacts, and runtime behaviour.
• Learn to distinguish process defects from environment, infrastructure, or data-related root causes, escalating appropriately while this skill is developing.
• Help identify and implement fixes for straightforward bugs, configuration issues, and minor enhancements, with support from senior team members.

AI-Assisted Ways of Working

• Use approved AI assistants (e.g. Copilot-style tools, enterprise LLM chat tools) to accelerate incident investigation, draft documentation, and summarise findings.
• Apply a working awareness of core prompting concepts - being specific, giving context, iterating on a prompt - to get more useful results from AI tools.
• Critically evaluate AI-generated output before acting on it: treat AI as a drafting and acceleration aid, not an authority, and sanity-check suggestions against the evidence.
• Contribute practical examples and lessons learned to help the team build a shared, sensible approach to AI-assisted support.
• Apply awareness of Responsible AI principles - data privacy, model limitations, and enterprise security guardrails - in all AI-assisted work.

Minor Development & Change Delivery (Developing Capability)

• Build confidence making small, low-risk changes to existing Blue Prism automations under guidance, in line with team standards.
• Work alongside developers and senior support colleagues to understand process logic, exception handling, and change-quality expectations.
• Coordinate low-risk changes through the agreed change control, release, and communication process.

Infrastructure & Data Awareness

• Build a working understanding of the platform and environment: servers, services, connectivity, scheduling, and resource constraints.
• Learn to recognise common environment and data-related failure patterns (e.g. credential issues, transaction backlogs, performance degradation) and know when and how to escalate to infrastructure or database teams.
• Support environment stability through proactive checks and monitoring insight, growing this capability over time.

Stakeholder Management & Communication

• Communicate clearly with operational stakeholders during incidents, covering impact, workaround, and resolution.
• Translate technical issues into language business stakeholders can understand - a strength this audience typically already brings from Operations.
• Build strong working relationships across Operations, Technology, and Business functions.

Incident, Problem & Service Management

• Manage incidents and defects through to resolution, remaining calm and methodical, and escalating appropriately during high-severity events.
• Maintain accurate records in ticketing, incident, and change management systems.
• Contribute to problem management by flagging recurring issues for root-cause investigation.

Knowledge Sharing & Capability Growth

• Create and maintain support documentation, runbooks, and troubleshooting guides - using AI tools to accelerate drafting where appropriate.
• Actively seek coaching and mentoring from senior Support colleagues to build RPA, infrastructure, and data skills.
• Help the wider Support team develop practical, responsible habits around AI-assisted working.

Essential

• Proven experience in an Operations, production support, or service-delivery environment (RPA experience is not required).
• Confident, regular use of AI assistants in day-to-day work (e.g. Copilot, ChatGPT-style tools), with genuine interest in using AI responsibly to improve ways of working.
• Strong analytical and troubleshooting mindset, with the ability to investigate problems methodically.
• Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical stakeholders.
• High level of ownership, accountability, and resilience in a live operational environment.
• Willingness and ability to learn new technical skills (RPA, infrastructure, data) through structured coaching and self-directed learning.

Desirable

• Exposure to Blue Prism or other RPA platforms (training provided if not already familiar).
• Basic understanding of infrastructure concepts (servers, services, networking fundamentals).
• Familiarity with SQL, or willingness to learn basic database concepts.
• Awareness of prompt engineering concepts beyond everyday use (e.g. few-shot, chain-of-thought).
• Financial services or regulated-industry experience.
• Familiarity with incident, problem, and change management (ITIL-aligned a bonus).

Success Measures

• Demonstrated growth in RPA, infrastructure, and data troubleshooting capability over the first 6-12 months.
• Effective, responsible use of AI tools to speed up investigation, documentation, and knowledge capture.
• Positive stakeholder feedback on communication and ownership.
• Reduction in repeat incidents on assigned automations as capability builds.
• Successful progression toward full RPA Support Analyst capability.

• Your Future: Professional Development Reimbursement including access to SS&C University
• Work/Life Balance: Competitive holiday scheme
• Your Wellbeing: Competitive benefits designed to support the wellbeing of our staff
• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
• Training: Hands-On, Team-Customised throughout your career

What You Will Get To Do

SS&C is a leading provider of mission-critical, AI-powered technology and services empowering financial services and healthcare organizations to work smarter, faster, and securely. Founded in 1986, SS&C is headquartered in Windsor, Connecticut, and has offices worldwide. More than 23,000 financial services and healthcare organizations, from the world’s largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology., SS&C is leading the way. We continue to look for todays and tomorrow’s brightest talent, those that embody a spirit to improve not only their lives, but those around them. From college students to seasoned and experienced professionals, we encourage you to apply. SS&C prides itself on hiring diverse, honest, dynamic individuals, who value collaboration, accountability, and innovation to name a few. Why You Will Love It Here!