A career in Products and Technology is an opportunity to bring PwC\'s strategy to life by driving products and technology into everything we deliver. Our clients expect us to bring the right people and the right technology to solve their biggest problems; Products and Technology is here to help PwC meet that challenge and accelerate the growth of our business. We have skilled technologists, data scientists, product managers and business strategists who are using technology to accelerate change.

Our internal facing team collaborates with the PwC product teams to help operationalize, deploy and automate our technology products. Our team provides white-glove support and runs, operates and maintains the product with the highest level of standards.

Purpose-led work you’ll be part of

As an Automation Support Analyst , you’ll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. Responsibilities include but are not limited to:

Automation (BOT) Support (70%)

• Assume responsibility for 2nd level BOT support including monitoring, troubleshooting of issues and problems resolution

• Assist with configuration and setup of BOTS in VDI environments

• Work to resolve any incidents on a timely basis and provide after-hours support as required to perform BOT maintenance and upgrades

• Liaise with key stakeholders and 3rd level support staff (Automation COE, external vendors, users, IT staff, and Global support teams) as well as end-users to ensure applications are maintained at optimal levels of availability 

• BOT Administration & Operational, trend analysis and reporting functions, as required, weekly, monthly

• Acquire detailed knowledge of the use of the BOT and it’s associate application business processes and services currently implemented within PwC Canada and provide proactive support to individual users 

• Understands and responds proactively to business needs as they apply to the usage and support of BOTs, Automations

• Participate in system testing required as part of projects, patching and operational remediation activities 

Projects (30%)

• Provide subject matter expertise and support in planning, testing and implementing application upgrade as required

• Hands–on experience leading and managing projects following a structured project management methodology and approach

• Be able to effectively lead and manage concurrent projects and activities

• Works cross-functionally with team members within the P&T group as appropriate to facilitate the roll-out and deployment of applications

• Provide support to other IT Functional team members during the planning, development and execution of technology solutions

Experiences and skills you’ll use to solve

• Computer science certificate preferred or equivalent in hands-on work experience

• RPA (Robotic Process Automation) certification preferred

• Experience with 2nd level technical support of applications in Azure cloud environment

• Experience with Robotic Process Automation (RPA) (UiPath or other platforms)

• Experience with implementation, upgrades in a Azure cloud environment 

• Experience supporting SAAS solutions and working with 3rd Party vendors

• Experience with Basic DB fundamentals using SQL, an asset

• Knowledge of infrastructure required to support RPA related products (especially UiPath) and good understanding of ITIL processes, VDI technologies and IT service management tools such as Service Now

• Ability to quickly grasp the technical concepts as well as resolving support problems with the ability to clearly articulate this information in terms appropriate to the various audience levels

• Highly motivated and willing to use initiative and discretion in our fast paced and demanding environment

• A demonstrated commitment to valuing differences and working alongside diverse people and perspectives