Senior Knowledge Analyst, Federal Knowledge Mgmt (Remote)

Maximus; Trenton (NJ); Remote; USD 80,000 - 87,000; Full time

Job summary

Maximus is seeking a Sr. Knowledge Analyst to develop, maintain, and govern knowledge resources for FEHB/PSHB enrollees. You will translate policies into clear knowledge articles, procedures, scripts, and training materials while ensuring content remains current and compliant.

Collaborating with Operations, Training, Quality, and stakeholders, you will improve resources, protect PII/PHI, and support governance and change management in a fully remote role for U.S. citizens.

Qualifications

• Bachelor's degree with 5+ years of experience.
• Advanced degree or professional designation preferred.
• Develops solutions to a variety of complex problems.
• Exerts some influence on the overall objectives and long-range goals of the organization.
• Experience working in knowledge management, content management, or a similar role within a contact center or customer service environment.
• Experience with knowledge governance practices, including content lifecycle management, version control, approval workflows, and periodic content reviews.
• Experience identifying knowledge gaps and using operational, quality, training, or user feedback to improve knowledge resources.
• Experience with SharePoint or comparable knowledge management/content management platforms.
• Experience supporting federal government programs or other highly regulated environments.
• Knowledge of FEHB, PSHB, benefits administration, dependent eligibility verification, or related health benefits programs.
• Familiarity with requirements for appropriately handling PII, PHI, and other sensitive information.
• Experience partnering with Operations, Training, Quality, Technology, and program stakeholders to implement policy, process, or system changes.

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

Knowledge management

Content governance

SharePoint

Documentation

Cross-functional collaboration

Policy implementation

Education

Bachelor's degree

Advanced degree preferred

Tools

SharePoint

Job description

Maximus is seeking a Sr. Knowledge Analyst to develop, maintain, and govern knowledge resources for FEHB/PSHB enrollees. You will translate policies into clear knowledge articles, procedures, scripts, and training materials while ensuring content remains current and compliant.

Collaborating with Operations, Training, Quality, and stakeholders, you will improve resources, protect PII/PHI, and support governance and change management in a fully remote role for U.S. citizens.