Change Management & Technical Writer Analyst

The Client Onboarding and Documentation (CO&D) Analyst is responsible for activities within Technical Writing and Change Management.

Technical Writing - the writing, editing and managing of knowledge management assets for the CO&D teams - WKO (Wholesale KYC Operations), DDS (Digital Document Services).  Knowledge management assets include procedures, supporting documents and communication for the firm wide Global KYC Standards as they relate to Commercial & Investment Bank (CIB). 

As a CO&D Analyst, one willpartnercloselywiththesubjectmatterexperts from the business, WKO Operations, policy, and projectteamswithinvarious WKO & DDS functions to ensure all change & procedure documentation is accurate, clear, concise, and consistent. The CO&D Analyst is also responsible for assisting Exam Management with procedure evidence, managing the procedures portal and additional projects, as assigned. Additionally, the analyst will be required to partner on projects to improve Change Management processes and tools

Change Management – the governance framework and process to capture, assess, approve, and track change requests to update procedures and/or implement unfunded system enhancements for the CO&D teams.  

As a CO&D Analyst, one will partner closely with regional change representatives, governance board members, policy team members, and business analysts on the technology/product teams. The analyst will help maintain the quality of data in change requests, prepare meeting materials for the governance board meetings, and work with technical writers and communications writers to help define the scope of change requests targeting an upcoming release. The analyst will also help generate monthly metrics and maintain the library of change management team documents.

Responsibilities

• Responsible for developing and maintaining Knowledge Management Assets (including procedures, supporting documents and communications) to support KYC policies and operational processes

• Ensure final approved documents conform to prescribed templates and style guidelines

• Champions and adheres to the CO&D Change Readiness process

• Write user-friendly materials that meets the needs of the target audience, translating knowledge into content that sets our users up for success

• Manage communications and meetings with project teams and key business partners, escalating challenges as needed

• Facilitate review with Stakeholders including Process Owner, Management, Testing and Compliance securing all approvals for procedures, and establish strong working relationships through routine interfacing with Technology, Subject Matter Experts (SMEs), and other relevant parties.

• Review change requests to confirm adherence to established change management standards and controls

• Maintain and regularly update the change request repository to ensure statuses, decisions, and comments are accurately captured

• Prepare PowerPoint materials and distribute meeting minutes for weekly change management forums

• Partner with change management stakeholders to reinforce understanding of the change management process and support effective change tracking and reporting.

• Formulate observations and recommendations for process improvement, risk mitigation, and improved controls

• Produce monthly metrics to track key performance indicators

• Cross-train and collaborate with peers 

Qualifications

• Communication: Clear, concise writing; confident verbal updates in team settings

• Organization: Strong attention to detail and time management skills; proactive follow-through; good hygiene/control of documents

• Collaboration: Works well with cross-functional partners; also capable of working independently without micromanagement

• Adaptability: Comfortable in changing environments; able to learn new topics quickly

• Customer Mindset: Develops solutions to maximize positive user experience; focus on practical adoption and usability

• Minimum of five years practical experience with technical/procedural writing, editing and communication, and/or change management

• Knowledge of financial services functions and awareness of regulatory and compliance environments is a plus

• Bachelor’s degree in English/Writing is a plus

• Demonstrated experience editing and reformatting detailed procedural documents into succinct, easy to follow steps

• Independent self-starter with proven ability to manage multiple priorities and projects in a dynamic environment

• Comfortable working under tight deadlines to quickly address urgent last minute requests

• Strong conflict management skills; able to build effective relationships

• Demonstrate the ability to identify and address fine details while maintaining a clear understanding of the broader context and overall objectives

• Proficiency with Microsoft Office applications (e.g., Word, Excel, PowerPoint, Visio, Teams, Co-pilot) 

• Experience in WKO / DDS processes is preferable