Technical Writer Policy & Procedures

This is a Non-Employee Contingent Worker Role providing services for TIAA's family of companies and will be employed by TIAA's preferred 3rd Party Supplier. As a Non-Employee CW, perform a variety of moderately complex business planning, support, and project-related duties. Demonstrates an exceptional standard of quality and holds themselves accountable to achieving excellent results.

This role will sit onsite, likely in a hybrid capacity, at the location(s) listed in this posting.

The anticipated term of this engagement will be 9 months. This term could be extended based on company business needs.

CW-Risk Reporting & Governance Analyst IV

Develops and implements global risk management reports, systems, and processes to minimize investments risks.

Key Responsibilities and Duties

• Researches and evaluates best practices for investment organizations and business activities to control various risks; researches all investment risk management policies and procedures, limits, and guidelines.
• Develops technology-based tools and metrics and performs statistical data analysis to report, monitor, measure, and manage various aspects of investment risk exposures.
• Develops and implements processes, tools, and techniques to evaluate and validate investments models. Implements ongoing model validation processes.
• Develops and implements a risk management framework to better manage, measure, monitor, and report aggregate global investments risk exposures.

Educational Requirements

• University (Degree) Preferred

Work Experience

• 5+ Years Required; 7+ Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level

8IC

Job Overview

Nuveen, a leading Investment management firm, is looking to hire an experienced IT Governance and Service Delivery Analyst for a 6-8 month assignment.

We are seeking an experienced ITIL Process Governance Specialist to help set up a new Service Delivery function dedicated to ensuring efficient and effective IT service delivery through adherence to ITIL best practices. As an ITIL Process Governance Specialist, you will be responsible for establishing and implementing ITIL processes across our organization to enhance service management and customer satisfaction. Your expertise in service desk tools will play a crucial role in optimizing our IT service delivery capabilities.

Responsibilities for Technical Policy and Procedures Analyst

Process Documentation: Create comprehensive documentation for all ITIL policies, processes, including process flows, procedures, and work instructions, and ensure they are readily accessible to all stakeholders

Governance and Compliance: Ensure compliance with ITIL standards, guidelines, and best practices throughout the organization to meet evolving business needs and industry needs.

Establish ITIL Processes: Develop and implement ITIL-based processes and methodologies for IT service management, including:

• Problem Management
• Change Control Process
• Request
• Incident response
• Asset Inventory
• Vulnerability management
• Vendor management

Performance Measurement: Develop metrics and key performance indicators (KPIs) to measure the effectiveness and efficiency of ITIL processes.

Service Desk Tools: Leverage your experience with various service desk tools to streamline service management processes and improve user experience.

Stakeholder Engagement: Work closely with IT teams, business units, and external vendors to determine needs, to ensure effective communication and collaboration in process governance and improvement initiatives.

Corporate policies: Using standard TIAA and Nuveen policies the Analyst will work with subsidiary IT management and technical experts (Cyber, System Admins and IT management) to update and rewrite polices related to the above.

Project participation: Working with the Cyber and project team define deliverables and update or rewrite policies related to the management of risk and vulnerabilities.

Qualifications for Policy Analyst

• Working knowledge of the legal aspects affecting policies

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• ITIL v3 or v4 certification is highly desirable.
• Proven experience in setting up and managing ITIL processes in a similar role.
• Extensive knowledge of service desk tools and their implementation to support ITIL processes. Experience of ServiceNow or Freshservice is advantageous
• Strong understanding of IT service management principles, methodologies, and best practices.
• Analytical mindset with the ability to interpret data and trends to drive decision-making.
• Excellent communication and presentation skills, with the ability to convey complex technical concepts to non-technical stakeholders.
• Demonstrated ability to work independently and collaboratively in a cross-functional team environment.
• Experience of defining project deliverables and working in a project team
• High organizational and time-management skills
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• Good interpersonal and social skills
• Exceptional team player with a strong ability to contribute positively to a team environment
• Experience in leading process improvement initiatives is a plus

This is a 6-8 month assignment to create, update and implement new policies and procedures for the Service Delivery and Governance function.

Please note: The CW needs to be in the office 3 days per week. The option is to be in New York or New Jersey office. If working in NJ must be willing to travel to New York office:

Nuveen

194 Wood Avenue

Iselin, NJ 08830

or NYC office

730 3rd Avenue

New York, NY

Related Skills

Start Date: 18-Sep-2023

End Date: 24-Jun-2024

Travel Required: Yes

Base Pay Range: $43.27/hr. - $44.81/hr.

Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location.

Equal Opportunity

We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

Read more about the Equal Opportunity Law here.

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Phone: (800) 842-2755

Email: [email protected]

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