Senior Knowledge Manager - Content & Governance (Remote)

Maximus; Denver (CO); Remote; USD 80,000 - 87,000; Full time

Job summary

Maximus is seeking a Sr. Knowledge Analyst to support the U.S. Office of Personnel Management in developing, maintaining, and governing knowledge resources for FEHB/PSHB enrollees.

You will translate policies into clear articles, scripts, and job aids, ensuring content remains current, compliant, and accessible to CSRs while protecting PII/PHI. Collaborating with Operations, Training, Quality, and stakeholders, you will identify gaps, improve resources, and implement governance, version control,

Qualifications

• Bachelor's degree with 5+ years of experience.
• Advanced degree or professional designation preferred.
• Develops solutions to a variety of complex problems.
• Work requires considerable judgment and initiative.
• Exerts some influence on the overall objectives and long-range goals of the organization.
• Experience working in knowledge management, content management, or a similar role within a contact center or customer service environment.
• Experience with knowledge governance practices, including content lifecycle management, version control, approval workflows, and periodic content reviews.
• Experience identifying knowledge gaps and using operational, quality, training, or user feedback to improve knowledge resources.
• Experience with SharePoint or comparable knowledge management/content management platforms.
• Experience supporting federal government programs or other highly regulated environments.
• Knowledge of FEHB, PSHB, benefits administration, dependent eligibility verification, or related health benefits programs.
• Familiarity with requirements for appropriately 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; work quickly to resolve and make content current.
• Work cross-functionally with internal teams for maximum efficiency and accuracy in documentation content.
• Create hierarchy and ownership structure to sustain knowledge management.
• Empower contributions from key stakeholders to improve the knowledge base.
• Design and implement work flows to manage documentation process.
• Establish standard templates for all documentation for the teams to utilize in document creation.
• Collaborate with and support the Implementation Team to tune and evolve our Knowledge Base.
• Create, 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 honing and maintaining the knowledge base taxonomy, labels list and ensuring symptoms and subject terms are present in each article.
• Utilize SharePoint knowledge for site management, list creation, workflow creation/modification and document management within SharePoint.

Skills

Knowledge management

Content management

SharePoint

Policy/process coordination

Government/regulatory experience

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 in developing, maintaining, and governing knowledge resources for FEHB/PSHB enrollees.

You will translate policies into clear articles, scripts, and job aids, ensuring content remains current, compliant, and accessible to CSRs while protecting PII/PHI. Collaborating with Operations, Training, Quality, and stakeholders, you will identify gaps, improve resources, and implement governance, version control,