Senior Knowledge Analyst - Remote Knowledge Management

Maximus; Phoenix (AZ); À distance; USD 80 000 - 87 000; Plein temps

Avantages offerts par ce poste

Fully remote

Résumé du poste

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

You will collaborate with Operations, Training, Quality, and other stakeholders to identify gaps and improve resources, supporting CSRs in delivering accurate customer service in a fully remote role.

Qualifications

• Bachelor's degree with 5+ years of experience in a related field.
• Experience in knowledge management, content management, or similar roles within contact center or customer service environments.
• Familiarity with handling PII/PHI and working in regulated settings.

Responsabilités

• Build and maintain knowledge base in SharePoint.
• Create templates and workflows for documentation processes.
• Collaborate with cross-functional teams to ensure accurate and current content.
• Develop training materials for knowledge management processes.
• Improve search and taxonomy for knowledge resources.

Connaissances

Knowledge management

Content governance

Documentation writing

Cross-functional collaboration

Formation

Bachelor's degree

Advanced degree preferred

Outils

SharePoint

Description du poste

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

You will collaborate with Operations, Training, Quality, and other stakeholders to identify gaps and improve resources, supporting CSRs in delivering accurate customer service in a fully remote role.