R1 RCM India is proud to be recognized amongst India's Top 50 Best Companies to Work For TM 2023 by Great Place To Work® Institute. We are committed to transform the healthcare industry with our innovative revenue cycle management services. Our goal is to ‘make healthcare simpler’ and enable efficiency for healthcare systems, hospitals, and physician practices. With over 30,000 employees globally, we are about 14,000 strong in India with offices in Delhi NCR, Hyderabad, Bangalore, and Chennai. Our inclusive culture ensures that every employee feels valued, respected, and appreciated with a robust set of employee benefits and engagement activities.

Senior Specialist- RPA: ITSM/ITIL (5I)

Position Summary:

This role combines expertise in Robotic Process Automation (RPA) with a solid foundation in IT Service Management (ITSM) and ITIL best practices. The individual in this position is responsible for overseeing the integration of RPA solutions into existing ITSM frameworks to optimize business processes.

Work Experience:

7 to 9 years of experience in desired domain/industry

Skills/Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Certification in RPA tools and technologies.
• ITIL certification, demonstrating a strong understanding of ITSM best practices.
• Proven experience in implementing and managing RPA solutions within an ITSM framework.
• Leadership and team management skills, with a focus on fostering collaboration and innovation.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Familiarity with ITSM tools, RPA platforms, and emerging technologies.
• Project management skills, with the ability to oversee complex RPA and ITSM initiatives.
• Commitment to staying updated on industry trends and best practices.

Primary Responsibilities:

• RPA Integration: Integrate Robotic Process Automation solutions into existing ITSM processes to enhance efficiency and streamline workflows.
• ITIL Framework Implementation: Apply ITIL best practices to align RPA initiatives with ITSM processes, ensuring a standardized and effective approach to service delivery.
• Process Automation Strategy: Develop and implement strategies for leveraging RPA to automate and optimize ITSM processes, focusing on enhancing service quality and reducing operational costs.
• Change Management: Lead and facilitate the change management process, ensuring that changes are planned, approved, and implemented with minimal disruption to services.
• Incident and Problem Management: Oversee the resolution of incidents and problems, ensuring timely responses and effective solutions to minimize service disruptions.
• Service Level Management: Define, negotiate, and manage Service Level Agreements (SLAs) to meet or exceed customer expectations.
• Continuous Improvement: Drive continual service improvement initiatives for both RPA and ITSM, analyzing performance metrics and identifying opportunities for optimization.
• Manage and lead a team of professionals involved in RPA and ITSM, providing guidance, training, and support.
• Documentation and Reporting: Maintain comprehensive documentation of RPA and ITSM processes, and provide regular reports on performance, efficiency gains, and improvements.
• Collaborate with cross functional team in RPA to ensure alignment with ITSM/ITIL standards and to address any issues related to RPA tools and technologies.

• Process Improvement: Identify, assess, and improve ITSM processes to optimize service delivery, increase efficiency, and enhance overall customer satisfaction.
• Service Design and Strategy: Develop and implement IT service strategies and designs that align with organizational goals and objectives.
• Training and Awareness: Conduct training programs and create awareness to ensure staff and stakeholders understand and adhere to ITSM/ITIL processes.

Secondary Responsibilities

• Perform and mentor DWM (Digital Workforce Management) Team on account sampling for qualitative and quantitative analysis to improve production bot performance, synthesize and present insights and recommendations from data reviewed.
• Communicating with operational stakeholders to identify gaps within the process and of convert them into opportunities.
• Taking deliveries of projects and reviewing process related documentation (Runbook, SOP, Confluence, etc.)
• To work in liaison with BA in increase deployment efficiency by reducing cycle time, use case review and AC Coverage with other teams.
• Answer queries from stakeholders on process highlights/lowlights, capture additional process expectations/ negative process paths as needed.
• Assist/Work with DWM/Tech teams on all process updates.
• Providing suggestions and escalating issues to get them fixed on priority within defined SLA.
• Mentor team to maintain confluence and other documentation activities with latest information.
• Keeping stakeholders informed in case of production break down scenarios or any other such business-critical issues.
• Planning Automation Anywhere Control Room downtime & providing skeleton support for critical automations on US/India holidays.
• Conduct ad-hoc analysis (VM Utilization, Bot Capacity, Annual Target Forecasting, etc.) analysis as and when required.
• Internal Audit - Process adherence vs housekeeping activities.
• Identifying and delegating skillful trainings to DWM team as per their individual development plan.
• Discussing & setting up goals for team engagement as a part of career progression model.

• Liaise with the product team to rectifying and resolving the issue in automation production environment.
• Providing motivation/ feedback on project/individual performance
• Onboarding new DWSAs and planning KT sessions
• Raising request for access which are essential required to run process smoothly.

Operating Systems/Applications

• Automation Anywhere/UiPath
• Tableau
• ServiceNow
• Jira
• Confluence
• MS-Office Suite Applications
• SQL Server
• R1 legacy applications

Customer

• Identify breakdowns in product performance – Success/Exception rate, site coverage, and machine/system utilization.
• Notify technical owners through incident management process.
• Work with Business Analysts, Product Owners, and other cross-functional resources to define and deliver business impacting projects.
• Escalate critical issues to the appropriate stakeholder/operations team.

Functional Skills

• Able to manage multiple concurrent tasks.
• Very detail oriented
• Adaptable/flexible to handle unexpected daily challenges.
• Very strong written and verbal communication skills
• Strong time management skills
• Self-starter who delivers high quality work

Technical Skills

• Understanding of workflow-based logic and the ability to both understand a business process from a workflow diagram and to conceptualize it in a technical feature.
• Excellent Knowledge of Automation Anywhere (Certification is desirable)
• Working knowledge of Scrum/Kanban framework
• Excel/VBA
• SQL/Database
• Reporting tools like PowerBI and Tableau
• Splunk/ELK/Logstash
• Basic knowledge of cloud technologies like Azure/AWS

Work Conditions:

• Ready to work in shifts.
• Holiday skeleton support
Weekend IT maintenance support (As required)

Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests.

Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits package.