Technical Support Engineer

Owens & Minor is a global healthcare solutions company providing essential products, services and technology solutions that support care delivery in leading hospitals, health systems and research centers around the world. For over 140 years, Owens & Minor has delivered comfort and confidence behind the scenes, so healthcare stays at the forefront, helping to make each day better for the hospitals, healthcare partners, and communities we serve. Powered by more than 14,000 teammates worldwide, Owens & Minor exists because every day, everywhere, Life Takes Care™.

Global Reach with a Local Touch

• 140+ years serving healthcare
• Over 14,000 teammates worldwide
• Serving healthcare partners in 80 countries
• Manufacturing facilities in the U.S., Honduras, Mexico, Thailand and Ireland
• 40+ distribution centers
• Portfolio of 300 propriety and branded product offerings
• 1,000 branded medical product suppliers
• 4,000 healthcare partners served

Job Description

Essential Job Functions

RESPONSIBILITIES

• Provide production support for Automation Anywhere A360 bots by monitoring scheduled executions, investigating failures, and ensuring timely resolution of incidents in accordance with established SLAs.
• Troubleshoot bot failures by analyzing execution logs, identifying root causes, implementing corrective actions, and documenting preventive measures.
• Monitor Automation Anywhere Control Room, Bot Runners, Device Pools, Credential Vault, and workload queues to ensure optimal system performance and availability.
• Coordinate with development, infrastructure, application support, and business teams to resolve production issues and support automation deployments.
• Support code promotions, hotfix deployments, smoke testing, and post-deployment validation across Development, UAT, and Production environments.
• Create and maintain operational documentation including Standard Operating Procedures (SOPs), Runbooks, Knowledge Base articles, and Root Cause Analysis (RCA) documents.
• Prepare and communicate operational reports on bot health, incident trends, SLA compliance, and production performance.
• Identify recurring issues and recommend improvements to enhance bot reliability, stability, and operational efficiency.
• Participate in on-call support rotations and provide timely communication during production incidents.
• Follow ITIL best practices for Incident, Problem, Change, and Release Management.
• Collaborate with business stakeholders and RPA developers to support automation initiatives and continuous process improvements.
• Demonstrate a basic understanding of business process analysis and assist with requirement clarification, process documentation, and User Acceptance Testing (UAT) activities when required.
• Perform additional duties as assigned.

Qualifications:

Education and Experience:

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related discipline.
• 2–5 years of experience supporting enterprise RPA solutions using Automation Anywhere A360.
• Experience providing Production Support, Application Support, or Automation Support in enterprise environments.
• Experience working with ITSM tools such as ServiceNow, Jira, or similar ticketing systems.
• Exposure to bot deployment, release management, and production monitoring.
• Experience working in Agile or Waterfall software delivery environments.
• Or any equivalent combination of education and experience that demonstrates the required knowledge and skills.

Knowledge Skills & Abilities

• Hands-on experience with Automation Anywhere A360, including Control Room, Bot Creator, Bot Runner, Device Pools, Credential Vault, and Queue Management.
• Strong troubleshooting and debugging skills with the ability to analyze bot execution logs and resolve production issues.
• Knowledge of REST APIs, JSON, XML, SQL, and file-based integrations.
• Experience supporting web, desktop, SAP, Excel, PDF, and API-based automations.
• Understanding of ITIL Incident, Problem, Change, and Release Management processes.
• Ability to perform Root Cause Analysis (RCA), identify trends, and implement preventive solutions.
• Ability to prioritize multiple production issues while meeting SLA commitments.
• Excellent analytical, problem-solving, and organizational skills.
• Strong verbal and written communication skills with the ability to work effectively with technical and business stakeholders.
• Ability to work independently as well as collaboratively within a cross-functional team.
• Good to have: Knowledge of business process analysis, process mapping, BRD/PDD documentation, automation opportunity assessment, and User Acceptance Testing (UAT).

If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.

Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.