Highlights:
- Delivered POC for Power Automate Desktop (PRS)
- Created reusable PowerShell modules (1 is in the FO App Store)
- Maintained a low number of High Issues
- Delivered several CRs

Responsibilities:
- Drive down or zero out High Priority RPA issues
- Explore technologies that can be added to the stack and perform POCs.
- Continue to develop automation projects.
- Deliver Change Requests

Highlights:
* Received PSP awards for 2 straight years
* Achieved 0 High RPA issues for several days of the 2020 calendar year while being able to deliver 2 RPA bots to production
* Maintained less than 10 High RPA Issues for the majority of the 2020.
* Delivered 1 NICE RPA bot (equivalent to 5 FTEs saved)
* Delivered 1 BluePrism bot (1.5 FTE saved)

- Lead a team of developers, and also continue to develop automation projects.
- Guide the team where team members have technical challenges to complete the project.
- Explore technologies that can be added to the stack and perform POCs.
- Continue to work with stakeholders to ensure appropriate communication is always cascaded.

Highlights:
▪ Delivered 4 RPA bots since joining the team

Job Description
• Develop Low Cost Application (LCA) solutions for different processes based on requirement
• To be a Subject Matter Expert in relation to various RPA functionalities and guide peers to meet the expected outcome
• Support peers on technical issues and challenges
• Liaise with the respective Continuous Improvement Focal, Project and Process stakeholders, process SMEs as appropriate to analyze the business processes for automation.
• Analyze the as-is business processes by getting the Project Definition Document (PDD)and design a RPA plan by eliminating the unnecessary /non-value activities
• Analyze and develop suitable enhancements based on the Stakeholder requirements
• Prepare detailed project plans and timelines for each project and submit to the line Manager
• Maintain detailed technical design documentation for reference and troubleshooting
• Demonstrate excellent stakeholder and project management skills
• Demonstrate Quality, Speed and Ownership while delivering the automation projects and follow the prescribed project management methodology.
• Effectively prioritize the requests for automation development and challenge the need as appropriate.
• Continuously demonstrate the behavioral imperatives and Leadership Attributes in all activities and engagements. Ensure more focus on key behaviors on Quality (work, engagement, and communication), Ownership (ensure timeliness and prompt response to issues and activities), and Delivery (agreed timelines and to the satisfaction of stakeholders)

 Provide CSC Operational assurance by continuing to execute System Support Analyst tasks and responsibilities

 Provide On-Demand Workforce requirements by providing capacity planning and capacity validation for the supported organizations, partnering with supported organizations in achieving quarterly priorities

 Ensure Customer Service Center Business Continuity by taking on the Customer Service Center Business Continuity Lead for the Manila Customer Service Center, owning the Business Continuity Process and Disaster Recovery Process for the Customer Service Center in Manila

• Manage day-to-day Customer Facing IT Applications and Systems used by Operations.
• Develop, Maintain and Improve tools to support operational requirement
• Serve as first line of support for any Customer Facing IT Applications and System related issues
• Administer eRouter workflow, SAP CRM workflow maintenance for all users, administer ERMS and OCR table maintenance.
• Participate in system implementations, upgrades and retrofits in line with Customer Facing Deployment Model, Streamline and CSR Methodology(e.g Concept Testing, Confirmation Acceptance Testing, Proof of Concept Testing, Application Performance Testing, and Acceptance Testing etc.)
• Coordinate testing with other end users and report issues/raise defects.
• Execute manual tests
• Reproduce errors found and provide detail documentation (e.g. screen prints, step-by-step reproduction instructions) needed to report defects
• Work with application development teams to resolve defects in a timely manner
• Thoroughly test the application to ensure that it meets the functional and technical specifications; participate in peer review of others’ Test Scripts or Test Scenarios.
• Conduct Business Continuity Plan awareness training and BCP procedural training for CSC staff.

● Provide frontline business, process and technical support to customers for eCommerce Tools (including EDI, eRouter, eServe, automated VMI, Web portal functionality & related digital media issues)
● Maintain, Improve and Develop tools to support operational requirement
● Continue to assist in testing during CAT season.

• We are responsible for taking care of customer product queries, product orders and other concerns.

As a SuperUser/SAP Tester

• I am responsible in assisting other CSPs with issues.
• Facilitate Phase 1 and Phase 2 services training
• Work with Offshore SD team to test scenarios/scripts and ensure they cover positive / negative / regression testing
• Coordinate testing with other end users and report issues/raise defects.
• Executes manual tests
• Reproduces errors found and provides detail documentation (e.g. screen prints, step-by-step reproduction instructions) needed to report defects
• Work with application development teams to resolve defects in a timely manner
• Thoroughly test the application to ensure that it meets the functional and technical specifications; participate in peer review of others’ Test Scripts or Test Scenarios.