Automation Operations Analyst-Onshore

Automation Operations Analyst

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About the Role

This role sits at the heart of an Automation Center of Excellence, supporting the reliability, documentation, and day‑to‑day operational health of enterprise automation platforms.

The focus is on operational execution, not solution design or development. This position absorbs the structured, repeatable work that often distracts senior technical leaders, enabling them to stay focused on architecture, roadmap decisions, and complex problem solving.

You can think of this role as the operating engine behind automation delivery—keeping workflows running smoothly, maintaining clear documentation, coordinating with external service partners, and ensuring production issues are handled efficiently and consistently.

This is not a developer or architect position. You will not be asked to build bots, write code, or design automation solutions. Instead, your impact comes from operational rigor, clarity, and follow‑through.

What You’ll Be Doing

Service Management & Workflow Administration (25%)

• Configure and maintain ServiceNow workflows supporting automation production operations
• Define ticket categories, routing logic, SLAs, and queue structures
• Oversee daily ticket flow: validate classifications, monitor SLA adherence, and surface recurring trends
• Coordinate closely with an offshore managed services team to support shift transitions and escalation paths

Automation Portfolio Data & Reporting (25%)

• Extract operational and performance data from automation platforms (e.g., job logs, queue history, exception trends, schedules)
• Maintain an up‑to‑date automation inventory covering bot status, value classification, health indicators, and lifecycle stage
• Track progress against portfolio optimization goals (retirements, remediation, consolidation)
• Assemble structured data reviews that inform leadership decisions on automation keep / fix / retire initiatives

Standards & Operational Documentation (25%)

• Capture and maintain technical and operational standards defined by automation leadership
• Build and update production runbooks, starting with the most failure‑prone or business‑critical automations
• Document deployment processes, environment setup, access handling, and credential management practices
• Ensure documentation is organized, searchable, and current across shared repositories
• Focus is on delivery and operational documentation, not business process design

Production Support & Partner Coordination (15%)

• Act as the initial filter for advanced escalations from the managed service provider
• Resolve issues covered by existing runbooks; escalate exceptions that require architectural judgment with full context
• Track break‑fix activity and classify defects by root cause (timeouts, credential changes, UI updates, etc.)
• Coordinate recurring capacity and stability reviews with external partners
• Own daily shift‑handoff checkpoints and operational continuity

Capacity & Optimization Execution (10%)

• Carry out approved capacity and optimization initiatives (automation retirements, trigger cleanup, workload rebalancing)
• Create and maintain scheduling heat maps and capacity visuals
• Track execution progress and surface risks or blockers
• Leadership approves direction; this role ensures execution and follow‑through

Required Experience & Skills

Must Have

• Hands‑on ServiceNow configuration or administration experience (workflow setup, routing rules, SLAs, dashboards)
• Background in IT operations, service management, or automation operations (2+ years)
• Strong written communication skills — ability to produce clear runbooks, standards, and process documentation
• Experience gathering operational data from enterprise platforms and presenting it clearly to stakeholders
• Comfort working with offshore or distributed teams across time zones
• Highly self‑directed — able to identify what needs attention and act without constant task assignment

Nice to Have (Can Be Learned)

• Familiarity with UiPath Orchestrator concepts (jobs, queues, triggers, logs)
• Basic IT service management or ITIL knowledge
• Experience in regulated, financial, or insurance environments
• Exposure to reporting tools such as UiPath Insights or Power BI
• Experience with Jira, Confluence, or similar collaboration tools

Not a Fit If Your Primary Background Is In

• RPA development or bot building
• Software engineering or application development
• Solution or enterprise architecture
• Data science or analytics engineering
• Project management certification as the core qualification

What Success Looks Like

A strong candidate typically brings 2-5 years of experience in IT operations, automation support, or service management. They have configured ServiceNow, not just submitted tickets. They are comfortable coordinating across managed service providers and internal stakeholders.

They take pride in clean documentation, structured operations, and dependable execution. They are not using this role as a stepping stone into development or architecture. They see operational excellence as a craft—one that enables technical teams and business outcomes to scale.