Remote Senior Knowledge Analyst - KM & Content Lead

Maximus; Providence (RI); Remote; USD 80,000 - 87,000; Full time

Job summary

Maximus is seeking a Sr. Knowledge Analyst to translate FEHB/PSHB program requirements into clear, user-friendly knowledge resources for CSRs supporting federal employees and retirees.

This fully remote role requires a bachelor's degree with 5+ years in knowledge or content management, strong governance, and experience with SharePoint. You will collaborate across Operations, Training, Quality, and Implementation teams to maintain current, compliant materials.

Qualifications

• Bachelor's degree with 5+ years of experience.
• Advanced degree or professional designation preferred.
• Experience in knowledge management, content management, or a similar role in a contact center or customer service environment.
• Experience with SharePoint or comparable knowledge/content management platforms.
• Experience supporting federal government programs or other highly regulated environments.
• Knowledge of FEHB, PSHB, benefits administration, or related health benefits programs.
• Ability to handle PII/PHI and comply with security requirements.

Responsibilities

• Build and maintain knowledge base in SharePoint.
• Build document management processes and procedures.
• Assess knowledge base needs and gaps; resolve and refresh content quickly.
• Collaborate with cross-functional teams to ensure accurate documentation.
• Establish templates and governance for knowledge content.

Skills

Knowledge management

Content management

SharePoint

Policy implementation

Education

Bachelor's degree

Advanced degree preferred

Tools

SharePoint

Job description

Maximus is seeking a Sr. Knowledge Analyst to translate FEHB/PSHB program requirements into clear, user-friendly knowledge resources for CSRs supporting federal employees and retirees.

This fully remote role requires a bachelor's degree with 5+ years in knowledge or content management, strong governance, and experience with SharePoint. You will collaborate across Operations, Training, Quality, and Implementation teams to maintain current, compliant materials.