What are the responsibilities and job description for the OTSI Governance & Triage Support position at Arnex Solutions LLC?
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 PolicyTech
Status Tracking & Triage Support
- Track and report on triage metrics (volume, aging, SLA adherence)
- Assist with status updates for OTSI workstreams 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)