Senior GRC Automation Consultant (ServiceNow / Archer) - 2-Year Engagement
MENA Consultant · Remote · Amman, Jordan · 15h ago
Location: remote.
Years of Experience: 8-10 years.
Project Duration: 2 years.
Language Requirements: Fluency in Arabic & English (written and spoken).
We are seeking a Senior GRC Automation Consultant with 8–10 years of experience to operate and improve a centralized GRC request intake platform using ServiceNow and/or Archer. The role will configure workflows, routing, approvals, and dashboards; support AI-enabled request classification and resolution; and improve service performance across risk, compliance, TPRM, and resilience functions. The consultant will also work with technology and cybersecurity teams to ensure automation aligns with governance requirements and the client’s telecommunications environment.
Key Requirements
- 8–10 years of relevant experience in GRC technology, workflow automation, or service request management.
- Hands-on experience configuring and operating ServiceNow and/or Archer for GRC intake, workflows, approvals, routing, and ticket lifecycle management.
- Experience integrating request channels such as portals, email, web forms, APIs, and chat interfaces into a centralized workflow.
- Experience designing automated triage, prioritization, assignment, escalation, and SLA tracking processes.
- Experience implementing or supporting AI-enabled classification, data extraction, request routing, or resolution within ServiceNow, Archer, or a connected solution.
- Ability to develop dashboards and service metrics covering request volumes, turnaround times, automation rates, and operational performance.
- Experience improving GRC processes and expanding automation across risk, compliance, TPRM, or resilience services.
- Strong understanding of telecommunications environments and network segmentation, with the ability to read high-level and low-level designs and communication matrices.
Key Requirements
- Operate and continuously enhance the centralized GRC request intake platform using Archer and/or ServiceNow.
- Develop, configure, and maintain automated workflows, approval processes, notifications, and service request routing mechanisms.
- Support the implementation and integration of AI-powered capabilities to extract, classify, validate, and format compliance and governance-related data.
- Integrate multiple intake channels, including portals, email, web forms, APIs, and chat interfaces, into a unified ServiceNow/Archer request management workflow.
- Configure automated request triaging using intent recognition, risk scoring, prioritization rules, and workload balancing mechanisms.
- Support the deployment and optimization of AI capabilities within ServiceNow or Archer to classify, route, and automate the resolution of eligible requests.
- Enable auto-assignment and workload distribution of requests based on predefined service, risk, priority, and capacity criteria.
- Monitor automated request resolution performance and identify opportunities to increase straight-through processing and reduce manual intervention.
- Coordinate escalation of complex requests to the appropriate Risk, Compliance, TPRM, Resilience, or GRC specialists and track requests through SLA-compliant closure.
- Develop and maintain dashboards, operational metrics, and management reports related to request volumes, AI resolution rates, turnaround times, and service performance.
- Support ticket lifecycle management, including status updates, stakeholder notifications, verification of completed activities, and request closure.
- Continuously assess process eUectiveness and identify opportunities to optimize workflows, improve automation coverage, and enhance user experience.
- Support automation roadmap execution and operating model maturity initiatives, driving eUiciency improvements and resource optimization across GRC services.
- Collaborate with business, risk, compliance, cybersecurity, and technology teams to implement scalable automation solutions aligned with governance and regulatory requirements.
- Provide recommendations for operating model optimization, resource rationalization, and automation expansion across GRC service domains.
- Maintain manage a ticketing system and responds to tickets in a timely manner.
- Have deep understanding and knowledge of telecommunication environment and network segmentation.
- Understands High-level and Low-level designs and communication matrices.
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