Automation Support Analyst (AI-Assisted) PA26AUTRQ3136

SS&C is a leading provider of mission-critical, AI-powered technology and services empowering financial services and healthcare organizations to work smarter, faster, and securely. Founded in 1986, SS&C is headquartered in Windsor, Connecticut, and has offices worldwide. More than 23,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

Job Description

Locations: Basildon, UK Location(s) | Hybrid

SS&C is leading the way. We continue to look for todays and tomorrow’s brightest talent, those that embody a spirit to improve not only their lives, but those around them. From college students to seasoned and experienced professionals, we encourage you to apply. SS&C prides itself on hiring diverse, honest, dynamic individuals, who value collaboration, accountability, and innovation to name a few.

• Flexibility: Hybrid Work Model
• Your Future: Professional Development Reimbursement including access to SS&C University
• Work/Life Balance: Competitive holiday scheme
• Your Wellbeing: Competitive benefits designed to support the wellbeing of our staff
• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
• Training: Hands-On, Team-Customised throughout your career

Role Purpose

This role exists to grow the RPA Support team’s capability by bringing in AI-literate colleagues from Operations and developing them into confident automation support professionals. The role-holder will provide second-line support for the Blue Prism automation estate, use AI assistants responsibly and effectively in their day-to-day work, and progressively build hands-on RPA, infrastructure, and data skills with structured support from the wider team.

This is a development and progression role: the role-holder is not expected to arrive with deep RPA platform knowledge. What matters most is a strong production or operations support background, a sound analytical instinct, and genuine, confident use of AI tools to work smarter — plus the curiosity and discipline to build Blue Prism, infrastructure, and data capability over time.

“AI-literate” here means comfortable and effective using AI assistants to add value in daily work — not, from day one, building AI models, integrating LLM APIs, or developing agentic frameworks. This role is about applying AI sensibly, critically, and responsibly to accelerate everyday support work — with genuine scope to grow into those deeper technical AI-engineering skills over time, alongside RPA, infrastructure, and data capability, as experience and the needs of the team develop.

Key Responsibilities

RPA Application & Production Support

• Provide second-line support for Blue Prism automations across a large, business-critical estate (~250 processes), working alongside senior Support colleagues.
• Investigate incidents and failures using logs, control room data, process design artefacts, and runtime behaviour.
• Learn to distinguish process defects from environment, infrastructure, or data-related root causes, escalating appropriately while this skill is developing.
• Help identify and implement fixes for straightforward bugs, configuration issues, and minor enhancements, with support from senior team members.

AI-Assisted Ways of Working

• Use approved AI assistants (e.g. Copilot-style tools, enterprise LLM chat tools) to accelerate incident investigation, draft documentation, and summarise findings.
• Apply a working awareness of core prompting concepts — being specific, giving context, iterating on a prompt — to get more useful results from AI tools.
• Critically evaluate AI-generated output before acting on it: treat AI as a drafting and acceleration aid, not an authority, and sanity-check suggestions against the evidence.
• Contribute practical examples and lessons learned to help the team build a shared, sensible approach to AI-assisted support.
• Apply awareness of Responsible AI principles — data privacy, model limitations, and enterprise security guardrails — in all AI-assisted work.

Minor Development & Change Delivery (Developing Capability)

• Build confidence making small, low-risk changes to existing Blue Prism automations under guidance, in line with team standards.
• Work alongside developers and senior support colleagues to understand process logic, exception handling, and change-quality expectations.
• Coordinate low-risk changes through the agreed change control, release, and communication process.

Infrastructure & Data Awareness

• Build a working understanding of the platform and environment: servers, services, connectivity, scheduling, and resource constraints.
• Learn to recognise common environment and data-related failure patterns (e.g. credential issues, transaction backlogs, performance degradation) and know when and how to escalate to infrastructure or database teams.
• Support environment stability through proactive checks and monitoring insight, growing this capability over time.

Stakeholder Management & Communication

• Communicate clearly with operational stakeholders during incidents, covering impact, workaround, and resolution.
• Translate technical issues into language business stakeholders can understand — a strength this audience typically already brings from Operations.
• Build strong working relationships across Operations, Technology, and Business functions.

Incident, Problem & Service Management

• Manage incidents and defects through to resolution, remaining calm and methodical, and escalating appropriately during high-severity events.
• Maintain accurate records in ticketing, incident, and change management systems.
• Contribute to problem management by flagging recurring issues for root-cause investigation.

Knowledge Sharing & Capability Growth

• Create and maintain support documentation, runbooks, and troubleshooting guides — using AI tools to accelerate drafting where appropriate.
• Actively seek coaching and mentoring from senior Support colleagues to build RPA, infrastructure, and data skills.
• Help the wider Support team develop practical, responsible habits around AI-assisted working.

Required Skills & Experience

Essential

• Proven experience in an Operations, production support, or service-delivery environment (RPA experience is not required).
• Confident, regular use of AI assistants in day-to-day work (e.g. Copilot, ChatGPT-style tools), with genuine interest in using AI responsibly to improve ways of working.
• Strong analytical and troubleshooting mindset, with the ability to investigate problems methodically.
• Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical stakeholders.
• High level of ownership, accountability, and resilience in a live operational environment.
• Willingness and ability to learn new technical skills (RPA, infrastructure, data) through structured coaching and self-directed learning.

Desirable

• Exposure to Blue Prism or other RPA platforms (training provided if not already familiar).
• Basic understanding of infrastructure concepts (servers, services, networking fundamentals).
• Familiarity with SQL, or willingness to learn basic database concepts.
• Awareness of prompt engineering concepts beyond everyday use (e.g. few-shot, chain-of-thought).
• Financial services or regulated-industry experience.
• Familiarity with incident, problem, and change management (ITIL-aligned a bonus).

Success Measures

• Demonstrated growth in RPA, infrastructure, and data troubleshooting capability over the first 6–12 months.
• Effective, responsible use of AI tools to speed up investigation, documentation, and knowledge capture.
• Positive stakeholder feedback on communication and ownership.
• Reduction in repeat incidents on assigned automations as capability builds.
• Successful progression toward full RPA Support Analyst capability.

We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.

Thank you for your interest in SS&C! If applicable, to further explore this opportunity, please apply directly with us through our Careers page on our corporate website @ www.ssctech.com/careers.ty.

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

Applications will be accepted on an ongoing basis until the position is filled.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.