Business Systems Consultant, Intelligent Automation Platforms

You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

About the role:

For a journey that is exciting and complex, we're looking for someone who can combine expert analysis skills leveraging data and analytics, a strong technical aptitude, a strategic mindset, diplomatic facilitation and leadership skills to create and document processes and solutions using technologies in our toolkits (Blue Prism, Power Platform) that enable exceptional service levels, reliability and service to our stakeholders.

We operate in a world where time-to-market and evolving business priorities drive our plans so the person who fills this role will need to be equally effective in adapting to change as they are following a process.

As a Business Systems Consultant you will utilize your knowledge of business objectives and processes, products, people, technology, and quality concepts to partner with business and technology areas to ensure the technology and process solutions delivered/supported meet the needs of the business partners.

What will you do?

• Serve as the primary liaison between business units and the RPA Operations team to understand the business perspective to guide RPA Operations' decision-making and prioritization of backlog items

• Liaise with Technical Product Owner to enhance and improve our existing capabilities and processes through automations that enable Operations to operate more efficiently

• Lead and support key Operations initiatives, act as a change agent, and train our Operations team to ensure successful implementation without disruption to production processes

• Coach the respective business areas on how to engage RPA Operations, with an eye on continuous process improvement to create a seamless experience for both business and technology areas

• Build and maintain a knowledge base to be used by the RPA operations team as a reference point for specific automations and their respective SLAs, volumes, timing, frequency, priority and urgency

• Ensure all written documentation is clear, understandable, audience appropriate and accurately capture the key information required

• Build dashboards, monitor and report on KPIs as it pertains to Service Levels, Velocity, Work-In-Progress items, Backlog items, Consumptions Levels, Automation Benefits

• Gain an understanding of business processes and impacts to build appropriate platform-level SLAs, as well as business service SLAs

• Analyze and identify how to optimize our capabilities to schedule, orchestrate and run automations in production taking into account availability of resources, applications availability, business SLA's, criticality of automations, and business impacts thereby maximizing our capacity and reducing our bot cost per hour

• Schedule and monitor automations in production during business hours using CTWO or Blue Prism control room and/or other automated monitoring tools

• Find and explore ways to automate the monitoring, detection and recovery of issues with robotic processes and the use of Power Automate.

• Analyze, diagnose and triage issues which require human intervention, with an eye on ensuring straight thru processing while adhering to Design Hub principles and best practices

• Take ownership of complex support issues and engage the appropriate resources to reach resolution.

• Be part of an innovative culture where continuous improvement is valued, rewarded and embedded in what we do.

What you need to succeed.

• Skilled in the application of business systems analysis core competencies with 3 to 5 years of digital experience

• Experience in evaluating and implementing new technology

• Initiative to seek out and tackle challenges both independently, or collaboratively with a larger team

• Customer service oriented with situational awareness to manage stakeholder expectations and communicate appropriately

• Experience with business process analysis and a technical aptitude and curiosity.

• A strong communicator who excels at delivering crisp, clear written and verbal messages to groups of varying sizes and roles.

• A talented facilitator who is skilled in elicitation and negotiation.

• A strategic thinker who appropriately applies a variety of methods to deliver on stated objectives

• Ability to work in a multi project and methodology environment.

• Minimum 1 year experience in building and maintaining RPA automations

Preferred skills:

• Knowledge of Robotic Process Automation technologies (specifically Blue Prism and Power Platform)

• In-depth experience with Microsoft Office products

• In-depth experience with management and reporting functions of Confluence, JIRA, ServiceNow, and Tableau

• Experience with Release, Change and Incident management processes

Unique Requirements:

This position requires Enhanced Reliability clearance.

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to thebrightside@sunlife.com.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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