Senior Knowledge Architect - Federal Knowledge Base (Remote)

Maximus; Jackson (MS); Remote; USD 80,000 - 87,000; Full time

Benefits offered by this job

Fully remote role

Job summary

Maximus is seeking a Sr. Knowledge Analyst to support FEHB/PSHB knowledge resources for Customer Service Representatives handling Federal Employees Health Benefits and Postal Service Health Benefits enrollees.

The role translates policies into clear knowledge articles, procedures, scripts, job aids, FAQs, and other performance-support materials while ensuring content remains current, compliant, and well-governed. This fully remote position requires a U.S.

Qualifications

• Bachelor's degree with 5+ years of experience.
• Advanced degree or professional designation preferred.
• Experience in knowledge/content management in a contact center or customer service environment.
• Experience with governance practices, version control, approval workflows, and content reviews.
• Experience with SharePoint or comparable platforms.
• Experience supporting federal government programs or other highly regulated environments.
• Knowledge of FEHB, PSHB, benefits administration, or related health benefits programs.
• Familiarity with 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; resolve and update content.
• Work cross-functionally for accurate documentation content.
• Create hierarchy and ownership structure to sustain knowledge management.
• Encourage contributions from stakeholders to improve the knowledge base.
• Design and implement workflows to manage documentation processes.
• Establish standard templates for documentation across teams.
• Collaborate with Implementation Team to evolve the Knowledge Base.
• Create and apply best practices for writing and Microsoft style.
• Create training material to support Knowledge management.
• Improve search results via taxonomy and labels.
• Utilize SharePoint for site management and document control.

Skills

Knowledge management

SharePoint

Content editing

Process design

Education

Bachelor's degree

Tools

Microsoft SharePoint

Microsoft Word

Content Management Systems

Job description

Maximus is seeking a Sr. Knowledge Analyst to support FEHB/PSHB knowledge resources for Customer Service Representatives handling Federal Employees Health Benefits and Postal Service Health Benefits enrollees.

The role translates policies into clear knowledge articles, procedures, scripts, job aids, FAQs, and other performance-support materials while ensuring content remains current, compliant, and well-governed. This fully remote position requires a U.S.