Senior Knowledge Management Analyst - Remote

Maximus; Santa Fe (NM); Remote; USD 80,000 - 87,000; Full time

Job summary

Maximus is seeking a Sr. Knowledge Analyst to support the FEHB/PSHB programs by translating policies into clear knowledge articles, scripts, and job aids. The role emphasizes governance, version control, and ongoing content improvement to enable CSRs to provide accurate patient/customer support while protecting PII/PHI.

The position is fully remote and requires U.S. citizenship with the ability to pass a federal background check.

Qualifications

• Experience in knowledge management or content management.
• Experience in a contact center or customer service environment.
• Knowledge governance, version control, and workflow experience.
• Experience with federal government programs or other highly regulated environments.
• Ability to protect PII/PHI and handle sensitive information.

Responsibilities

• Build and maintain knowledge base in SharePoint.
• Build document management processes and procedures.
• Assess knowledge base needs and gaps; resolve and update content.
• Collaborate with internal teams for accurate documentation content.
• Create hierarchy and ownership structure to sustain knowledge management.
• Empower stakeholder contributions to improve knowledge base.
• Design and implement workflows to manage documentation.
• Establish standard templates for all documentation.
• Collaborate with Implementation Team to evolve Knowledge Base.
• Create and apply best practices for writing and style in Microsoft style.

Skills

Knowledge mgmt

Content mgmt

SharePoint

Training materials

Documentation templates

Education

Bachelor's degree

Advanced degree preferred

Tools

SharePoint

Document management systems

Job description

Maximus is seeking a Sr. Knowledge Analyst to support the FEHB/PSHB programs by translating policies into clear knowledge articles, scripts, and job aids. The role emphasizes governance, version control, and ongoing content improvement to enable CSRs to provide accurate patient/customer support while protecting PII/PHI.

The position is fully remote and requires U.S. citizenship with the ability to pass a federal background check.