Automation Support Analyst (AI-Assisted)

Location: Basildon, UK; hybrid work model.

Company

SS&C provides AI-powered technology and services for financial services and healthcare organizations, with offices worldwide.

What you will do

• Provide second-line support for approximately 250 business-critical Blue Prism automations, investigating incidents and failures through logs, control room data, process artefacts, and runtime behaviour.
• Identify process, environment, infrastructure, and data-related root causes, implement straightforward fixes and minor enhancements, and escalate appropriately.
• Use approved AI assistants to support incident investigation, documentation, summarization, and knowledge capture while validating generated output and applying responsible AI principles.
• Develop capability in Blue Prism changes, infrastructure monitoring, scheduling, connectivity, servers, services, and data-related troubleshooting.
• Communicate incidents, impact, workarounds, and resolutions to operational and business stakeholders, maintaining accurate ticket, incident, and change records.
• Create support documentation, runbooks, and troubleshooting guides, contribute to problem management, and share practical AI-assisted support practices.

Requirements

• Proven experience in an Operations, production support, or service-delivery environment; RPA experience is not required.
• Confident, regular use of AI assistants such as Copilot or ChatGPT-style tools in day-to-day work, with an interest in responsible AI use.
• Strong analytical and troubleshooting skills, with the ability to investigate problems methodically.
• Excellent written and verbal communication skills, including the ability to explain technical issues to non-technical stakeholders.
• High ownership, accountability, and resilience in a live operational environment.
• Willingness and ability to learn RPA, infrastructure, and data skills through structured coaching and self-directed learning.

Nice to have

• Exposure to Blue Prism or another RPA platform.
• Basic understanding of infrastructure concepts, including servers, services, and networking fundamentals.
• Familiarity with SQL or willingness to learn basic database concepts.
• Awareness of prompt engineering concepts beyond everyday use, such as few-shot prompting and chain-of-thought.
• Financial services or regulated-industry experience.
• Familiarity with incident, problem, and change management; ITIL-aligned experience is a bonus.

Culture & Benefits

• Hybrid work model.
• Professional development reimbursement and access to SS&C University.
• Competitive holiday scheme and wellbeing benefits.
• Hands-on, team-customised training throughout the career.
• Collaborative, accountable, innovative, and diversity-focused working environment.

Hiring process

• Applications are accepted on an ongoing basis until the position is filled.