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 Automation Support Analyst (AI-Assisted) Locations: Basildon, UK Location(s) | Hybrid Get To Know Us: 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. Why You Will Love It Here! • 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 What You Will Get To Do: 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 docum