Note: The job is a remote job and is open to candidates in USA. Maximus is seeking a Sr. Analyst for Knowledge and Content Management to serve as a Subject Matter Expert on knowledge management services for the contact center. This role involves developing and managing knowledge content, improving processes, and ensuring accurate resources for contact center agents.
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
- Strong understanding of immigration law, which includes knowledge of the laws, policies, and practices that govern who can enter, stay, or become a citizen in the United States
- Relevant experience working within the US federal government (federal employee or federal contractor)
- 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
- Health insurance coverage
- Life and disability insurance
- A retirement savings plan
- Paid holidays and paid time off
- Short- and long-term incentives
- Program-specific awards
- Reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment
Company Overview