Automation Support Engineer - RPA Specialty

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

Are you interested in using technology to automate and transform business processes?

The Tech@Lilly Automation Strategy and Operations team is seeking to add an Automation Support Engineer role to the team. Working with the Service Delivery Lead, this role will have a systems support and service reliability focus helping support our Automation Anywhere RPA system, individual robotic processing automation bots, and integrations delivered to the business. Are you innovative and curious about new technology that can make business processes easy and more efficient? Come join our team!

What You’ll Be Doing:

In this position, you will be responsible for providing day-to-day technical and administrative support for automated systems, troubleshooting issues related to automation tools, processes, and virtual machines, and ensuring smooth operation of automated workflows, collaborating with development teams to identify and resolve problems. This role has a specialty focus on RPA development and lifecycle support from platform to bot level and often includes tasks like maintaining documentation, managing upgrades and patching, and monitoring automation performance across various systems. 

How You’ll Succeed:

• As an automation support engineer, your expertise in specific automation platforms like RPA (Robotic Process Automation), Automation Anywhere Control Room management, and custom automation frameworks and integrations will allow you to lead operations and lifecycle management projects with global impact
• With an approach that accepts failure, and ability to work in ambiguity, you will provide technical assistance to end users experiencing problems with automated systems or virtual machines, explaining complex technical concepts and identifying root causes of errors within your portfolio, as well as upstream or downstream applications that may be affecting them
• By maximizing your development experience, you will have opportunity to go beyond standard support activities by developing, designing, and implementing both agentic and custom applications and scripts to create new assets with bleeding edge capabilities
• Using your problem-solving skills, you will strive to quickly identify and correct bottlenecks and analyze complex technical issues via incident management, ensuring automation processes and applications adhere to relevant compliance regulations, change control, and system design lifecycle standards at Lilly
• With an attention to detail and proactivity you will seek to maintain existing applications via debugging and continuous updates, ensuring performance metrics are captured for optimization and system reliability
• As a superb communicator with strong interpersonal skills, you will work and collaborate effectively across support, development, and platforms teams globally to document user guides, troubleshooting steps, and best practices

What You Should Bring: 

• Incident Management & Operations Support experience in an enterprise RPA environment
  • Hands-on experience in Automation Anywhere 360 Control Room – workflow queues, credential lockers, and bot management
• Proficient in development, support, and troubleshooting of API and RESTful services/integrations between multiple system points, according to frameworks and architecture guidelines
• Ability to triage and analyze defects in production environments, handling P1 and P2 critical issues on both physical and virtual machines
• Strong experience in root cause analysis (RCA) and implementing long-term solutions relating to but not limited to relational databases (SQL), public cloud platforms (AWS, Azure) and private datacenters
• Proficiency in resolving non-code fix issues submitted through ServiceNow and supporting test automation
• Ability to perform root cause analysis (using techniques like 5 Whys, fishbone diagrams, or fault tree analysis) to identify and address the underlying causes of quality issues as well as regular service reviews to gauge customer satisfaction and identify areas for process and support improvements

Basic Qualifications:

• Bachelor’s Degree in Computer Science, Information Technology or related technical field
• 3+ years experience in technical role focusing on supporting Automation portfolio applications including:
  • Demonstrated experience managing an Enterprise-wide Automation Anywhere 360 Control Room and the devices the bots perform on
  • Hands-on API experience and knowledge of Restful API design patterns as well as basic test automation tools and frameworks
  • Experience with cloud (Azure, AWS, GCP), CI/CD pipeline, and Java/Javascript
  • Experience with infrastructure (operating systems, storage, compute, virtualization)
  • Nice to have: Experience with enterprise systems like SAP, Ariba, and large-scale data reporting/visualization tools 
• Availability to work flexible work hours is/may be required. This team will support continuous operations across two shifts and therefore, this role will require non-standard work hours, and some work on weekends and holidays.  Appropriate adjustments in benefits will be provided for employees working non-standard hours where applicable.

About the Organization:

Lilly IT builds and maintains capabilities using cutting edge technologies like most prominent tech companies. What differentiates Lilly IT is that we create new possibilities through tech to advance our purpose – creating medicines that make life better for people around the world, like data driven drug discovery and connected clinical trials. We hire the best technology professionals from a variety of backgrounds, so they can bring an assortment of knowledge, skills, and diverse thinking to deliver innovative solutions in every area of our business.

The Global Information and Services (GIS) tech team leads and owns the DIGITAL CORE, tech platforms for business scale, speed and innovation. This team champions unparalleled EMPLOYEE EXPERIENCES and DIGITALLY EMPOWERED TEAMS to inspire new ways of working and increased productivity. As leaders in technology, this team catalyzes and connects TECH INNOVATION AND AGILITY across the enterprise, leading the overall company technology strategy.

Travel percentage for this position:

0-10%

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

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