I. WORK TO BE PERFORMED

To perform this job successfully, an individual must be able to perform each duty satisfactorily.

Ticket Triageo Intake and triage inbound OTSI requests; determine urgency and ownershipo Support RAW (Risk Acceptance Waiver) processing: answer submitter questions, check completeness, track to resolutiono Escalate to SMEs with clear handoff notes; monitor queues for SLA adherence
Jira QAo Facilitate QA review of Jira tickets for completeness and correct classificationo Track findings, follow up with owners, flag recurring issues to senior team
Governance Supporto Maintain OTSI controls inventory (status, ownership, review cadence)o Draft/update risk statements and process docs with SME inputo Track remediation items and support evidence coordination (not lead)
Document QAo First-pass review of procedures/controls docs for completeness and formato Flag gaps/inconsistencies; maintain version control in Confluence, SharePoint, PolicyTech
Status Tracking & Triage Supporto Track and report on ticket triage metrics (volume, aging, SLA adherence)o Assist with status updates for OTSI workstreams tracked outside Jira (e.g., spreadsheets, dashboards)o Capture meeting notes and action items tied to triage/QA working sessions
Other duties as assigned.

II. SKILL AND EXPERIENCE REQUIRED

The following are representative of the knowledge, skill, and/or ability required.

Strong organizational skills; able to manage multiple tasks and shifting priorities
Clear written/verbal communication with technical and senior stakeholders
Detail-oriented; follows established processes and escalates ambiguities appropriately
Familiarity with IT governance/risk/compliance concepts (controls, risk statements, remediation tracking); direct experience preferred
Comfortable in Agile-Scrum environment (sprint ceremonies, team workflows)
Quick learner, able to work under senior team direction
Technical Skillso Microsoft Office Suiteo Confluence and SharePointo Jira or comparable toolo Financial services/regulated industry exposure - preferredo GRC workflow experience (controls documentation, remediation tracking)

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