Senior Knowledge Architect (Remote) – Federal Benefits KB

Maximus; Augusta (ME); Remote; USD 80,000 - 87,000; Full time

Benefits offered by this job

Remote role

Equipment provided

Equal opportunity employer

Job summary

Maximus is seeking a Sr. Knowledge Analyst to support the U.S. Office of Personnel Management’s FEHB/PSHB program. You will translate policies into clear knowledge articles, scripts, and job aids to help Customer Service Representatives deliver accurate, compliant guidance to enrollees.

You will build and govern a SharePoint knowledge base, collaborate with Operations, Training, and Quality, and drive content governance, version control, and change management while protecting PII/PHI.

Qualifications

• Bachelor's degree with 5+ years of experience.
• Experience in knowledge/content management within contact centers.
• Knowledge governance, version control, and content reviews.
• Experience with federal programs or regulated environments.
• Familiarity with handling PII and PHI.

Responsibilities

• Build and maintain knowledge base in SharePoint.
• Develop document management processes and workflows.
• Identify knowledge gaps and update resources accordingly.
• Collaborate with Operations, Training, Quality and other teams for accuracy.
• Create templates and taxonomy to support consistent documentation.
• Produce training materials for knowledge management processes.
• Enhance search results through taxonomy improvements and tagging.

Skills

Knowledge governance

Content governance

Stakeholder collaboration

Education

Bachelor's degree

Advanced degree

Tools

SharePoint

Job description

Maximus is seeking a Sr. Knowledge Analyst to support the U.S. Office of Personnel Management’s FEHB/PSHB program. You will translate policies into clear knowledge articles, scripts, and job aids to help Customer Service Representatives deliver accurate, compliant guidance to enrollees.

You will build and govern a SharePoint knowledge base, collaborate with Operations, Training, and Quality, and drive content governance, version control, and change management while protecting PII/PHI.