Intelligent Automation Support Specialist

Intelligent Automation Support Specialist

As part of the Enterprise Process team, the Intelligent Automation Support Specialist will play a key role in advancing Fidelity's enterprise-wide business process agenda and embedding innovation across the organization. This role ensures consistent standards and practices are maintained to maximize business value and deliver high-quality process outcomes.

In this production support capacity, you will be responsible for the smooth and reliable operation of automation, digitization, and orchestration applications in a live environment. You will proactively monitor systems, troubleshoot complex incidents, perform root cause analysis, and implement corrective and preventive actions. You will also contribute to continuous improvement initiatives aimed at enhancing system performance, reliability, and security.

Your work will directly support Fidelity's goal of maintaining optimal system functionality, minimizing downtime, and improving operational efficiency in line with organizational standards and strategic objectives.

Key Responsibilities

• Support and administer the day-to-day running of orchestration and automated processes in the live production environment, monitoring the virtual workforce and ensuring applications operate effectively.
• Respond to and resolve orchestration and automation-related incidents promptly, ensuring minimal downtime and swift restoration of services.
• Diagnose and resolve complex technical issues in automation workflows, scripts, and orchestration processes.
• Develop and maintain scripts to automate routine tasks and reduce manual intervention.
• Create and maintain clear, comprehensive documentation for automation and orchestration processes to support knowledge sharing and troubleshooting.
• Collaborate closely with cross-functional teams—including developers, system administrators, and business stakeholders—to resolve production issues and enhance system performance.
• Identify opportunities to optimize processes, improving performance, efficiency, and resource utilization.
• Implement changes to automation workflows and orchestration processes, following established change management procedures and ensuring minimal impact on live operations.
• Monitor resource utilization trends to support scalability, stability, and ongoing system reliability.

About You

• Demonstrated experience working with orchestration and automation technologies—particularly Power Automate (preferred) and Camunda—and strong practical skills in scripting languages including JavaScript and Python.
• Two or more years of experience in production support, ideally involving automation and orchestration technologies, with a strong track record of timely incident resolution and a well-developed understanding of incident response frameworks and industry best practices.
• 2+ years experience in developing, debugging, and maintaining scripts or code used in automation and BPMN tools, along with a good understanding of version control systems.
• Strong interpersonal skills to collaborate with various teams and effectively communicate technical issues and solutions to both technical and non-technical stakeholders.
• Experience in implementing changes in a controlled environment, following change management processes, and ensuring minimal disruption to production systems.
• Experience with integrating systems to Apigee, CA Layer 7 API Gateway or similar.
• Experience in Git and CI/CD tools like Jenkins / Bamboo and knowledge of DevOps processes
• Experience in AWS Cloud, Java, Terraforms, Oracle database will be an advantage.

Education

• First degree level (Bachelor's degree) or equivalent
• Knowledge of the financial service industry