Senior Knowledge Analyst - Remote Knowledge Management

Maximus; Honolulu (HI); Remote; USD 80,000 - 87,000; Full time

Job summary

Maximus is seeking a Sr. Knowledge Analyst to translate OPM FEHB/PSHB policies into clear knowledge articles, scripts, and job aids that help Customer Service Representatives assist Federal employees with benefits programs.

In this remote role, you will build and maintain a SharePoint-based knowledge base, enforce content governance, and collaborate with Operations, Training, Quality and others to close gaps and improve accuracy while protecting PII/PHI.

Qualifications

• Bachelor's degree with 5+ years of experience.
• Advanced degree preferred.
• Experience in knowledge management in a contact center or customer service environment.
• Experience with SharePoint or comparable knowledge management platforms.
• Experience supporting federal government programs or other highly regulated environments.
• Familiarity with handling PII, PHI, and other sensitive information.

Responsibilities

• Build and maintain knowledge base in SharePoint.
• Build document management processes and procedures.
• Assess knowledge base needs, inaccuracies, gaps; resolve and update content quickly.
• Collaborate cross-functionally with internal teams for accuracy in documentation content.
• Create hierarchy and ownership structure to sustain knowledge management.
• 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 maintaining taxonomy and labels.

Skills

Knowledge management

Content management

Communication

Problem solving

Judgement and initiative

Education

Bachelor's degree

Advanced degree

Tools

SharePoint

Job description

Maximus is seeking a Sr. Knowledge Analyst to translate OPM FEHB/PSHB policies into clear knowledge articles, scripts, and job aids that help Customer Service Representatives assist Federal employees with benefits programs.

In this remote role, you will build and maintain a SharePoint-based knowledge base, enforce content governance, and collaborate with Operations, Training, Quality and others to close gaps and improve accuracy while protecting PII/PHI.