Senior GRC Automation Consultant – ServiceNow, Archer
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Job Description
Senior GRC consultant automating telecom governance workflows with ServiceNow and Archer. Improving AI-enabled intake, routing, dashboards, and compliance services.
Responsibilities:
- 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 AI-powered capabilities to extract, classify, validate, and format compliance and governance-related data
- Integrate portals, email, web forms, APIs, and chat interfaces into a unified request management workflow
- Configure automated request triaging using intent recognition, risk scoring, prioritization rules, and workload balancing
- Optimize AI capabilities to classify, route, and automate eligible request resolution
- Enable auto-assignment and workload distribution based on service, risk, priority, and capacity criteria
- Monitor automated request resolution performance and identify opportunities to increase straight-through processing
- Coordinate escalation of complex requests to Risk, Compliance, TPRM, Resilience, or GRC specialists through SLA-compliant closure
- Develop dashboards, operational metrics, and management reports on request volumes, AI resolution rates, turnaround times, and service performance
- Support ticket lifecycle management, stakeholder notifications, activity verification, and request closure
- Optimize workflows, automation coverage, and user experience
- Support automation roadmap execution and operating model maturity initiatives
- Collaborate with business, risk, compliance, cybersecurity, and technology teams on governance-aligned automation solutions
- Provide recommendations for operating model optimization, resource rationalization, and automation expansion
- Maintain and manage a ticketing system and respond to tickets promptly
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 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
- Ability to develop dashboards and service metrics covering request volumes, turnaround times, automation rates, and operational performance
- Experience improving GRC processes across risk, compliance, TPRM, or resilience services
- Strong understanding of telecommunications environments and network segmentation
- Ability to read high-level and low-level designs and communication matrices
- Fluency in Arabic and English, written and spoken
Benefits:
- 2-year project engagement
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