OTSI Governance & Triage

OTSI Governance & Triage Support — Senior Associate

Chicago, IL - Hybrid

Individual contributor supporting ticket triage, Jira QA, and governance documentation for the Office of Technology Strategy and Innovation (OTSI). Works under senior team direction, managing high-volume operational tasks with strong attention to detail while building foundational GRC and IT governance experience.

Key Responsibilities

Ticket Triage

• Intake and triage inbound OTSI requests, determining urgency and ownership
• Support Risk Acceptance Waiver (RAW) processing — answer submitter questions, verify completeness, track to resolution
• Escalate to SMEs with clear handoff notes; monitor queues for SLA adherence

Jira QA

• Facilitate QA review of Jira tickets for completeness and correct classification
• Track findings, follow up with ticket owners, and flag recurring issues to senior team

Governance Support

• Maintain the OTSI controls inventory (status, ownership, review cadence)
• Draft and update risk statements and process documentation with SME input
• Track remediation items and support evidence coordination (support role, not lead)

Document QA

• Conduct first-pass review of procedures/controls documentation for completeness and formatting
• Flag gaps and inconsistencies; maintain version control across Confluence, SharePoint, and Policy Tech

Status Tracking & Triage Support

• Track and report on triage metrics (volume, aging, SLA adherence)
• Assist with status updates for OTSI work streams tracked outside Jira (spreadsheets, dashboards)
• Capture meeting notes and action items from triage/QA working sessions
• Other duties as assigned

Requirements

• Strong organizational skills; able to manage multiple tasks and shifting priorities
• Clear written and 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 an Agile/Scrum environment (sprint ceremonies, team workflows)
• Quick learner, able to work effectively under senior team direction
• Tools:
  Microsoft Office Suite, Confluence, SharePoint, Jira or comparable tool
• Bachelor's degree (IT, Business, Communications, or related) or equivalent experience
• 1–3 years in IT, operations, governance, or project management

Preferred

• Financial services or other regulated industry exposure
• GRC workflow experience (controls documentation, remediation tracking)