"Alerted.org

RPA L1/L2 Support Analyst

**Category:** Service Desk / End User Services

**Main location:** United States, Louisiana, Lafayette

**Position ID:** J0525-2121

**Employment Type:** Full Time

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Position Description:

CGI is seeking a talented Production Support Specialist - UiPath L1/L2 to join our dynamic team and work on cutting-edge technologies. You'll collaborate with a highly skilled team, ensuring seamless operations and functionality of AI-driven bots across enterprise systems.

Hybrid role in one of our CGI offices in Lafayette, LA, Nashville, Richardson or Dallas, TX

Your future duties and responsibilities:

L1 Team - Bot Operator Controller with UiPath

Issue communications, user education, SOP based technical support, SOP based bot checkouts, initial triage of all tickets.

Application Management

• Monitoring, measuring, reporting bot performance, capacity and utilization

• Maintaining Role Based Access of Bots

• Managing Bot credentials as applicable

Governance

• Provide data to measure business benefits

Issue Resolution

• Resolve login, access, and password issues

• Track and replay timeout transactions

• Have working sessions with users if needed.

• Attend phone calls from users if needed

Knowledge Management

• Maintain password expiration tracker

• Maintain KA/KT documents

• Update design documents as needed

• Maintain SOP

• Maintain Issues tracker

L2 Team - Tech Support

SLA owner, M1, M2 & M3 incident resolution, extended support (7am to 9pm EST), proactive health checks, scheduling bots, checkouts, replication issues & documenting steps, monitoring performance & capacity utilization, metrics and reporting, knowledge management.

Application Management

• Determine bot impacts from other projects or interfacing systems

• Bot Scheduling

• Establish bot deployment process

• Drive discussions on capacity requirements (peak vs. non-peak seasons)

• Drive design and implementation discussions with project/business team

• Resolve errors within agreed upon SLA’s

Governance

• SLA Management

• Confirm bots are PVS tested

• Ensure uptime/bot availability

• Ensure adherence to change management process

• Develop production standards

Issue Resolution

• Recycle restarts of bots and vdi’s

• Resolve technical fallout

• Triage exceptions, LDAP, Role Sync, and performance issues

• Resolve M1, M2 and M3 issues

• Provide extended (7am to 9pm EST) support for critical business tasks

• Technical support for manual updates

Knowledge Management

• Maintain knowledge database

• Real-time monitoring of production bots

• Track infrastructure usage metric

• Checkout for scheduled maintenance

• Respond to proactive alerts (representing potential threshold breach)

• BOT outage prevention activities

Required qualifications to be successful in this role:

Required Skills/Tools: UiPath Studio and Orchestrator, familiarity with GitHub and Jenkins, SQL knowledge, basic scripting in VB.NET or C#, and experience with Jira, ServiceNow, and Confluence.

Bachelor's degree in computer science, Engineering or related field (or equivalent work experience).

CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $70,500.00 - $185,100.00.

CGI’s benefits are offered to eligible professionals on their first day of employment to include:

• Competitive compensation

• Comprehensive insurance options

• Matching contributions through the 401(k) plan and the share purchase plan

• Paid time off for vacation, holidays, and sick time

• Paid parental leave

•Learning opportunities and tuition assistance

• Wellness and Well-being programs

\#LI-MP2

Skills:

+ Jenkins

+ GitHub

+ C#

+ Confluence

+ Jira

+ ServiceNow

+ VB.NET

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at [email protected] . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. **Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.**

We make it easy to translate military experience and skills! Clickhere (https://cgi-veterans.jobs/) to be directed to our site that is dedicated to veterans and transitioning service members.

All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.