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 will partner closely with the subject matter experts from the business, WKO Operations, policy, and project teams within various 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