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Lilly Senior Analyst / Manager – Operations Support in Cork, Ireland

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our 35,000 employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

Position –Senior Analyst / Manager – Operations Support

Responsibilities / Duties

  • Be a part of Operations team focusing primarily on RPA maintenance

  • Responsible for meeting Service Level Agreements (SLA) for all BOTs

  • Should be familiar with metrics management and improvement action plans

  • Serve as a point of escalations for day-to-day work and operational failures and issues from the customers.

  • Guide the team with decision making for critical issues, provide support to prepare the high-end stakeholder communications and weekly presentations

  • Track and manage risks and their mitigation actions

  • Experience in problem management process, root cause identification, tracking the permanent fixes

  • Responsible for managing change management process for the automated processes

  • The candidate should have ability to monitor and manage AA automations independently for all the processes. He / she should be able to understand the process from the Solution Design Document provided by RPA developers.

  • Monitor KPI’s and scheduling of processes and 3rd Party KPI’s as well.

  • Setup of BOT Infrastructure including the installation of non-standard software on VDI’s

  • Perform analysis and coordinate with respective business application teams to ensure the most effective utilization of Bots

  • Proficient with Stakeholder Management across multiple teams.

  • Accountable for high business/critical issues to closures, reduce/stop escalated email chains and restore business operations

  • Contribute to continuous improvement initiatives for Bot performance in production

  • Development and code review experience would be a plus

  • Coordinate with Network, security, platform, and other technology teams as required and own the issues till resolution.

  • Escalate to management at appropriate times

  • Knowledge of AA infrastructure & Experience in troubleshooting AA code and infrastructure related issues

  • Hands on experience on VM infrastructure, client/server model would be a plus.

  • Must be a self-starter who requires limited supervision/guidance

  • Working with 3rd party organizations and managing the relationship is a plus

  • Able to prioritize work /incident within list of tasks, to successfully deliver services to agreed levels in a diverse and constantly changing technical and business environment

Experience Required

  • Bachelor’s Degree in management information systems or Computer Science.

  • Overall, 6-8 years of IT experience and atleast 2 years of experience using robotics process automation software, preferably Automation Anywhere.

  • Good exposure in managing large production support engagements

  • Excellent verbal and written communication skills with ability to clearly articulate status of requests and issues both with IT and business partners

  • Hands-on experience in RPA Infrastructure, Strong technical background to support the RPA support and monitoring of AA robots in production

Critical Skills /knowledge:

  • Ability to work independently, or in groups

  • Ability to work well with business analysts, programmers, and end users in cross functional teams

  • Ability to take on complex assignment’s

  • Excellent interpersonal communications skills; able to effectively communicate and build relationships with end users, peers, management and third parties

  • Comfortable working in a busy and dynamic environment with competing priorities

  • Proactive, persistent, and dependable

  • Excellent time management skills

  • Detail-oriented and thorough

  • Creative and flexible

Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively “Lilly”) are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. Any other correspondence will not receive a response.

Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.