Job Title: RSA Archer Administrator Client-Facing Support

Exp Range: 6-10 Years-L2/L3

Location: Pan india

Role Summary

The RSA Archer Administrator (Client-Facing Support) is responsible for providing end-to-end L2/L3 production support for the RSA Archer GRC platform for enterprise clients. The role focuses on ensuring platform stability, timely incident resolution, SLA adherence, and effective communication with client stakeholders across Risk, Compliance, Audit, and IT teams.

This position plays a critical role in maintaining client confidence by delivering reliable support, managing escalations, and continuously improving platform performance and usability.

Key Responsibilities

Client Support & Service Delivery
- Act as primary L2 support contact for client-facing RSA Archer production environments
- Handle client incidents, service requests, and queries through ticketing tools (e.g., ServiceNow, Remedy)
- Ensure timely resolution of issues within agreed SLAs
- Provide clear, qualified, and timely communication to clients on issue status, root cause, and resolution




- Participate in client calls, daily stand-ups, weekly reviews, and monthly service governance meetings

RSA Archer Administration & Configuration
- Administer Archer user access, roles, groups, permissions, and record-level security
- Support configuration of applications, questionnaires, workflows, notifications, calculations, and content
- Assist clients with enhancements, minor configuration changes, and application optimization
- Support Archer upgrades, patches, hotfixes, and regression testing activities

Incident & Problem Management
- Perform in-depth troubleshooting of Archer platform issues, including:
- Workflow and questionnaire failures
- Data feed and integration issues
- Reporting and dashboard discrepancies
- Access and performance issues
- Conduct root cause analysis and prepare RCA documents for major or recurring incidents
- Coordinate with internal teams, Archer product

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