Senior Knowledge Analyst — Remote Knowledge Management

Maximus; Helena (MT); Remote; USD 80,000 - 87,000; Full time

Job summary

Maximus is seeking a Sr. Knowledge Analyst to support FEHB and PSHB program enrollees by translating policies into clear knowledge articles and tools. This fully remote role focuses on governance, version control, and content accuracy for Customer Service Representatives.

You will collaborate with Operations, Training, and Quality teams to identify gaps, improve resources, and ensure compliance with PII/PHI protections while meeting escalation requirements.

Qualifications

• Bachelor's degree with 5+ years of experience.
• Advanced degree or professional designation preferred.
• Experience in knowledge or content management in contact center or customer service environment.

Responsibilities

• Build and maintain knowledge base in SharePoint.
• Create templates and workflows for documentation.
• Identify gaps and improve resources.
• Collaborate with Operations, Training, Quality, Technology, and program stakeholders.
• Develop training materials for knowledge management.
• Protect PII/PHI and adhere to escalation requirements.

Skills

Knowledge management

Content management

Cross-functional collaboration

Education

Bachelor's degree

Advanced degree

Tools

SharePoint

Job description

Maximus is seeking a Sr. Knowledge Analyst to support FEHB and PSHB program enrollees by translating policies into clear knowledge articles and tools. This fully remote role focuses on governance, version control, and content accuracy for Customer Service Representatives.

You will collaborate with Operations, Training, and Quality teams to identify gaps, improve resources, and ensure compliance with PII/PHI protections while meeting escalation requirements.