Senior GRC Automation Consultant (ServiceNow / Archer) - 2-Year Engagement

Location: remote.
Years of Experience: 8-10 years.
Project Duration: 2 years.
Language Requirements: Fluency in Arabic & English (written and spoken).

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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