[Hiring] Senior GRC Automation Consultant @MENA Consultant

Role Description

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
• Improve service performance across risk, compliance, TPRM, and resilience functions
• Work with technology and cybersecurity teams to ensure automation aligns with governance requirements and the client’s telecommunications environment

Qualifications

• 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

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 effectiveness and identify opportunities to optimize workflows, improve automation coverage, and enhance user experience
• Support automation roadmap execution and operating model maturity initiatives, driving efficiency 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 and manage a ticketing system and respond to tickets in a timely manner
• Have deep understanding and knowledge of telecommunication environment and network segmentation
• Understand high-level and low-level designs and communication matrices

Company Description