Bring your career aspirations to life with AIA!

• Provide 1st level contact and response to users’ queries for RPA managed by IPACoE team and to provide solutions based on existing catalog/knowledge base.

• Responsible for interacting with users on a day-to-day basis, to understand and log all necessary information required to fulfill service requests and resolve incidents in a timely manner.

• Act as the first line of support, responsible for communicating with users to understand, log, categorize and prioritize IPACoE’s Incidents & Service Requests (SR) accurately.
• Perform investigation and diagnosis of incidents with references to existing knowledgebase/ problem management database/ list of known errors.
• Provide solutions or workarounds to users to resolve tickets within stipulated Service Level Agreement (SLA).
• Escalate Incident and Service Request tickets which are unable to be resolved to appropriate next-level resolver group.
• Escalate Major Incidents to Team Lead.
• Escalate and highlight Incidents that are at risk of breaching SLA to Team Lead.

Job Requirements :

Education:

• Bachelor’s degree Information Technology/Systems or Business related degree majoring in computing systems.
Experience: • Hands on experience on RPA tools and cognitive platforms such as UiPath, Blue Prism, Automation Anywhere, etc. UiPath experience is highly preferred. • 2+ years experience in any of the programming languages like C/C++, Python, VB Script, Ruby, Java, JS, .Net.
• Basic programming knowledge on HTML, JavaScript (or any scripting language).

Technical skills :

• UiPath RPA Developer certifications preferred.
• MS Office (Excel, Word, Powerpoint) skills.
• Prior programming experience in Microsoft (for example, Visual Basic or Visual Studio (covering .Net) would be advantageous.
• Experience in Office365 applications and solutions (for example SharePoint Online, Power Apps) would be advantageous.

Practical Skills/Abilities:
• Able to communicate well in English.
• SLA familiarity and performance driven work culture.
• Ability to diagnose and resolve basic technical issues.
• Good communication and presentation skills.
• Resourceful, independent and result oriented.
• A good team player and keen to learn.
• Proactive

Build a career with us as we help our customers and the community live healthier, longer, better lives.

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