SO_AA_Platform_Administrator

Job Description

Roles & Responsibilities:

• Interfaces directly with customers at all stages of problem resolution process (including understanding issues that customers are facing, communicating action plans, explaining ongoing developments, and conveying resolution)

• Validates technical information, sets fair expectations, and disseminates information as needed

• Schedule, participate and where relevant lead Customer facing calls (being well prepared knowing his/her audience, their related needs, and shares information accordingly)

• Demonstrates good judgement to actively assess situations, engage senior resources/management (as and when needed) to resolve complex/escalated Customer issues

• Ability to work under pressure, multitasking and prioritizing, with a great sense of urgency, collaborating with relevant stakeholders, handling major incidents and/or high severity situations

• Systematically gathers relevant information and analyzes a broad range of factors while investigating and resolving issues

• Maintains a closed-loop communication style that ensures proper and consistent documentation in service request/incident case notes ensuring all stake holders are notified in a timely fashion, of ongoing investigation and problem resolution status

• As a 24 x 5 x 365 organization, MUST BE willing to work in shifts

• Support business needs via taking-up On-Call responsibilities during weekends and/or public holidays (as and when need arises)

• Create knowledge base (where nonexistent) and refine existing knowledge base content to keep it up to date/relevant may perform senior or expert level tasks for assigned products and skills

Qualifications

Educational qualification:

BE. Computer science Engineering

Experience:

3-5 years of relevant experience

Mandatory/requires Skills:
Possesses extensive knowledge in RPA Platform Automation Anywhere (A360 versions) in Platform administration

• Thrive & excel in a high-pressure, time sensitive enterprise environment between RPA Application and IT Infrastructure

• Fantastic Customer focused service skill (Empathy-based listening, written and verbal skills)

• Excellent Analytical & Technical Troubleshooting skills

• Great Team Player, Interpersonal skills, and Presentation skills

• Fair understanding of Automation Anywhere Key functionalities (like RPA, AARI, IQBOT & Process Discovery) and their value proposition to the customer

• Good knowledge on Windows Server Operating system environments

• Excellent understanding on RDBMS (MS-SQL & MySQL)

• Basic understanding of web scripting programs & Git/BitBucket

• Knowledge on Automation Anywhere A360 migration is added advantage

Preferred Skills:
Excellent problem-solving abilities and attention to detail.

• Strong communication and teamwork skills.

• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.

• Proactive attitude towards learning and adapting to new technologies.