RPA Support Role Profile 

Primary Focus 

High-quality ServiceDesk-style support, structured ticket management, and operational stability of the RPA platform. 

Secondary Focus 

Infrastructure investigation, database awareness, and environment health. 

Role Purpose 

This role exists to strengthen the RPA Support team’s ability to deliver consistent, structured, and high-quality operational support across a high volume of incidents and service requests. 

The role-holder will act as a key point of stability within the team, ensuring tickets are handled efficiently, prioritised correctly, and resolved end-to-end with strong attention to detail. While the primary focus is ServiceDesk-style support and case management, the role will also contribute to diagnosing issues related to infrastructure, environment health, and data analysis. 

The role-holder will not be responsible for core infrastructure ownership but will act as a technical bridge between RPA Support, Development, and wider IT teams when deeper investigation is required. 

Key Responsibilities 

ServiceDesk & Incident Management (Primary) 

• 2-5 yrs of experience as an Application Support

• Manage and prioritise a high volume of ServiceDesk tickets daily in a structured and organised manner. 

• Take full ownership of incidents from initial logging through to resolution and closure. 

• Ensure accurate ticket categorisation, documentation, and updates in line with support processes. 

• Diagnose and resolve issues efficiently, escalating only where necessary with clear context. 

• Maintain strong SLAs by balancing workload, priorities, and responsiveness. 

• Identify recurring issues and contribute to problem management activities. 

RPA Platform & Application Support 

• Support live Blueprism environments across production and non-production environments globally. 

• Investigate automation failures caused by:  

• Resource availability 

• Environment configuration 

• Credential or access issues 

• Application connectivity 

• Data or transaction anomalies 

• Analyse trends to identify patterns and areas for operational improvement. 

Infrastructure & Environment Investigation (Secondary) 

• Work with infrastructure, DBA, and hosting teams during incident resolution. 

• • Develop working knowledge of:  

  • Blueprism platform architecture 

  • Runtime resource behaviour 

  • Scheduling and capacity constraints 

  • Assist in diagnosing issues related to virtual machines, connectivity, and dependencies. 

  • Contribute to maintaining overall platform stability through proactive checks. 

  Database & Data Awareness 

  • Interpret Blueprism database behaviour at a support level (queues, sessions, logs). 

  • Assist with investigation of:  

  • Transaction backlogs 

  • Performance degradation 

  • Data inconsistencies 

  • Support collaboration with DB teams when required. 

  Stakeholder Management & Ownership 

  • Act as a central coordination point for incidents involving multiple teams. 

  • Communicate clearly with users and stakeholders, providing timely updates. 

  • Ensure incidents are resolved with clear root cause and documented outcomes. 

  Knowledge Sharing & Continuous Improvement 

  • Maintain clear and structured troubleshooting documentation. 

  • Contribute to knowledge base articles to improve first-time fix rates. 

  • Support continuous improvement of support processes and team efficiency. 

   

  Required Skills & Experience 

  Essential 

  • Experience working in a ServiceDesk or high-volume support environment. 

  • Proven ability to manage and prioritise multiple tickets simultaneously in a structured way. 

  • Strong organisational skills with attention to detail in ticket handling and documentation. 

  • Experience supporting production applications within enterprise environments. 

  • Ability to troubleshoot issues methodically and escalate appropriately. 

  • Excellent communication and stakeholder management skills. 

  • Strong sense of ownership and accountability for incident resolution. 

  Desirable 

  • Understanding of infrastructure concepts (servers, networking, access management). 

  • Experience investigating issues involving databases. 

  • Exposure to Blueprism or similar RPA platforms. 

  • Experience working with SQL Server in a support or troubleshooting capacity. 

  • Familiarity with ITIL processes (incident, problem, change management). 

  • Experience in financial services or regulated environments. 

   

  Success Measures 

  • Strong SLA adherence and consistent ticket resolution performance. 

  • High-quality, structured ticket updates and documentation. 

  • Improved first-time fix rates and reduced reassignments. 

  • Effective handling of high ticket volumes without service degradation. 

  • Increased team efficiency through process improvement and knowledge sharing. 

  • Continued improvement in identifying and resolving underlying platform issues.