Note: The job is a remote job and is open to candidates in USA. Maximus is an equal opportunity employer providing services for government and other clients. The Sr. Analyst for Knowledge and Content Management will serve as a subject matter expert responsible for developing, managing, and maintaining knowledge management capabilities and content for a contact center. The role will improve documentation processes, knowledge base accuracy, searchability, automation, collaboration, and agent training, with a strong focus on immigration law.
Responsibilities
- Build and maintain knowledge base in SharePoint
- Build document management processes and procedures
- Assess knowledge base needs, inaccuracies, gaps; work quickly to resolve and make content current
- Work cross-functionally with internal teams for maximum efficiency and accuracy in documentation content
- Create hierarchy and ownership structure to sustain knowledge management
- Empower contributions from key stakeholders to improve the knowledge base
- Design and implement work flows to manage documentation process
- Establish standard templates for all documentation for the teams to utilize in document creation
- Collaborate with and support the Implementation Team to tune and evolve our Knowledge Base
- Create, promote and apply best practices for writing, style and content in Microsoft style
- Create training material in support of the Knowledge management process
- Improve search results by honing and maintaining the knowledge base taxonomy, labels list and ensuring symptoms and subject terms are present in each article
- Utilize SharePoint knowledge for site management, list creation, workflow creation/modification and document management within SharePoint
Skills
- • Bachelor's degree with 5+ years of experience
- • Develops solutions to a variety of complex problems
- • Work requires considerable judgment and initiative
- • Exerts some influence on the overall objectives and long-range goals of the organization
- • 5+ years combined experience in the following areas: knowledge/content management, analytics, business writing, plain language, and immigration law
- Please Note: Candidate will be subject to a government background investigation and must meet eligibility and suitability requirements for a Public Trust Clearance
- U.S. Citizenship is required, per contract requirements
- • Advanced degree or professional designation preferred
- • Relevant experience working within the US federal government (federal employee, federal contractor or supporting a federal client)
- • Experience working at a contact center and deep knowledge of contact center trends and best practices as it relates to knowledge/content management
- • Experience developing content tailored to the needs of contact center agents and customers
- • Certifications such as Certified Knowledge Manager (CKM) or AIIM Certified Information Professional (CIP)
Benefits
- Remote work arrangement.
- Health insurance coverage.
- Life and disability insurance.
- A retirement savings plan.
- Paid holidays.
- Paid time off.
- Short- and long-term incentives may be included as part of total compensation.
- Program-specific awards may be included as part of total compensation.
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