Senior GRC Automation Consultant – ServiceNow, Archer

This is a fully remote position, open to applicants in Jordan.

📋 Description

• Oversee and continuously improve the centralized GRC request intake platform utilizing Archer and/or ServiceNow.

• Design, configure, and maintain automated workflows, approval procedures, notifications, and service request routing systems.

• Facilitate AI-driven capabilities to extract, classify, validate, and format data related to compliance and governance.

• Integrate portals, emails, web forms, APIs, and chat interfaces into a cohesive request management workflow.

• Set up automated request triaging using intent recognition, risk assessment, prioritization criteria, and workload balancing.

• Enhance AI functionalities to classify, route, and automate the resolution of eligible requests.

• Enable auto-assignment and workload distribution based on service, risk, priority, and capacity factors.

• Track performance of automated request resolutions and identify opportunities to maximize straight-through processing.

• Manage the escalation of complex requests to Risk, Compliance, TPRM, Resilience, or GRC specialists while ensuring SLA compliance.

• Create dashboards, operational metrics, and management reports detailing request volumes, AI resolution rates, turnaround times, and service performance.

• Assist in managing the ticket lifecycle, stakeholder notifications, activity validation, and request closure.

• Enhance workflows, automation coverage, and overall user experience.

• Aid in the execution of the automation roadmap and initiatives aimed at operating model maturity.

• Collaborate with business, risk, compliance, cybersecurity, and technology teams to develop governance-aligned automation solutions.

• Offer recommendations for optimizing operating models, resource rationalization, and expanding automation efforts.

• Administer and manage a ticketing system, ensuring prompt responses to incoming tickets.

⛳️ Requirements

• 8–10 years of pertinent experience in GRC technology, workflow automation, or service request management.

• Practical experience in configuring and operating ServiceNow and/or Archer for GRC intake, workflows, approvals, routing, and ticket lifecycle management.

• Proven experience integrating portals, email, web forms, APIs, and chat interfaces into a centralized workflow.

• Skilled in designing automated triage, prioritization, assignment, escalation, and SLA tracking processes.

• Experience in implementing or supporting AI-enabled classification, data extraction, request routing, or resolution processes.

• Capability to develop dashboards and service metrics encompassing request volumes, turnaround times, automation rates, and operational performance.

• Experience in enhancing GRC processes across risk, compliance, TPRM, or resilience services.

• Strong understanding of telecommunications environments and network segmentation.

• Ability to interpret high-level and low-level designs and communication matrices.

• Proficiency in Arabic and English, both written and spoken.

🏝️ Benefits

• 2-year project engagement.