RPA Production Support Analyst II

Xtend Healthcare, a wholly owned subsidiary of Navient, is an industry-leading provider of revenue cycle management (RCM) and public health solutions. Our seasoned team, proprietary technologies, local market knowledge, agility, scale, and tailored solutions help optimize customers’ programs, so they can deliver on their missions. Our RPA Production Support Analyst II is responsible for designing, developing, and maintaining RPA applications in a healthcare receivables management environment as part of a development team.

This is hybrid role, requiring 4 days in office / week at our Hendersonville location.

Areas of focus include:

RPA Management

• Manage multiple RPAs simultaneously.
• Verify all tasks are performed as designed.
• Gather specifics from users regarding requirements/ document and analyze info.
• Follow up on all assigned tickets/tasks and identify root cause.
• Oversee and facilitate production outage calls (oversee issue tickets).
• Increase utilization of orchestrator to enhance the overall tracking of RPA processes.

Customer Service

• Provide superior customer service to internal as well as external customers.
• Run ad hoc queries for internal and external clients.
• Conduct technical training as needed for end users.
• Write database queries to update production records when needed.
• Support the call center internal users by handling tickets/calls in an appropriate manner.

Documentation

• Create and maintain descriptive documentation supporting the queries.
• Provide production scenarios and other documentation required by development supporting the identified defect.
• Identify problem, organize remediation and manage remediation activities.

Analysis

• Identify root cause of tickets/document/analyze and resolve in support of web based applications and RPA/RDA automations.
• Review and compile documentation.
• Review tickets for completion.

Continuous Improvement

• Proactively seek ways to improve communications across the organization.
• Gather feedback and implement mechanisms for gathering feedback.
• Measure progress.

MINIMUM REQUIREMENTS

• Some college coursework. Business, Information Tech or MIS preferred. Additional equivalent experience above the required minimum may substitute.
• 2 year of experience with UiPath or any object-oriented program.
• 2 year of production support experience managing RPAs.
• Some SQL experience or Programming experience.
• Additional equivalent education above the required minimum may substitute for experience.

PREFERRED QUALIFICATIONS

• Healthcare Experience.
• Root Cause Analysis Experience.
• Technical background with a good understanding of Object Oriented programming and RPA technologies.