Automation Operations Analyst

Contract Position: Automation Operations Analyst

Engagement Details Remote | Full-time (40 hrs/week) | 1-year contract | Start ASAP Must overlap with 8:30AM–5PM CT

The Role

Operational support and documentation inside an automation Center of Excellence. This person handles the structured, repeatable work currently consuming the Solution Architect’s time — ServiceNow configuration, data collection, documentation, MSP coordination, and production issue triage. Not a developer role. We have developers and an architect. We need someone who keeps the operational infrastructure running so the technical team can focus on technical work.

Day-to-Day Responsibilities

ServiceNow (~25%) — Configure and maintain ticketing workflows, build routing and SLA rules, manage the queue, coordinate offshore MSP handoffs and escalations.

Portfolio Data (~25%) — Pull job logs, queue history, and fault reports from UiPath Orchestrator. Maintain the bot inventory with status, health metrics, and rationalization tracking. Assemble data packages for Architect review.

Standards Documentation (~25%) — Document architecture and dev standards as defined by the Architect. Build and maintain runbooks for production bots, deployment guides, and credential management processes. Keep the documentation repository current.

Production Triage & MSP Coordination (~15%) — First filter on L3 escalations. Handle known issues; escalate with context when Architect judgment is needed. Track break-fix cycles, own daily shift handoff reviews, support dashboard and reporting needs.

Capacity Optimization Support (~10%) — Execute the operational steps of the capacity plan: coordinate bot sunset batches, identify dead triggers, build the background process conversion list, create schedule heat maps. Architect approves; this person executes.

Required

• ServiceNow workflow configuration/administration (routing rules, SLA setup, dashboards — not just end-user ticketing)
• 2+ years in IT operations, help desk management, or automation operations
• Strong documentation skills — runbooks, process docs, standards guides
• Experience pulling and organizing reports from enterprise platforms
• Comfortable coordinating with offshore teams across time zones
• Self-directed; doesn’t need a daily task list

Nice to Have UiPath Orchestrator, ITIL foundations, Jira/Confluence, UiPath Insights or Power BI, insurance/financial services background

This is not RPA developers, software engineers, solution architects, data scientists, or candidates whose primary credential is a PM certification

Strong Candidate Profile

2–5 years in IT operations, automation support, or service management. Has configured ServiceNow workflows. Has worked with MSPs or offshore teams. Writes clear documentation. Organized, reliable, and comfortable working independently. Not trying to become a developer or architect — understands operational excellence as a discipline, not a stepping stone.