Senior Knowledge Manager (Remote) – Federal Benefits Content

Maximus; Madison (WI); Remote; USD 80,000 - 87,000; Full time

Benefits offered by this job

Fully remote

Job summary

Maximus is seeking a Sr. Knowledge Analyst to develop, maintain, and govern knowledge resources for FEHB/PSHB program enrollees. You will translate policies into clear knowledge articles, procedures, scripts, and job aids while ensuring accuracy and compliance.

Collaborating with Operations, Training, and Quality, you will enhance resources, protect PII/PHI, and support governance, version control, and change management across the knowledge base.

Qualifications

• Experience in knowledge management, content management, or similar roles in a contact center or customer service environment.
• Experience with knowledge governance, lifecycle management, version control, and approval workflows.
• Ability to identify knowledge gaps using feedback to improve resources.
• Experience supporting federal government programs or highly regulated environments.
• Familiarity with FEHB, PSHB or related health benefits programs.
• Understanding of handling PII/PHI and other sensitive information.

Responsibilities

• Build and maintain knowledge base in SharePoint.
• Develop document management processes and procedures.
• Identify knowledge gaps and update content quickly and accurately.
• Collaborate with cross-functional teams for accurate documentation.
• Create templates and taxonomy to sustain knowledge management.
• Support Implementation Team to tune and evolve knowledge base.
• Write content in Microsoft style and develop training materials.

Skills

Knowledge management

Content governance

Documentation

Education

Bachelor's degree

Advanced degree preferred

Tools

SharePoint

Job description

Maximus is seeking a Sr. Knowledge Analyst to develop, maintain, and govern knowledge resources for FEHB/PSHB program enrollees. You will translate policies into clear knowledge articles, procedures, scripts, and job aids while ensuring accuracy and compliance.

Collaborating with Operations, Training, and Quality, you will enhance resources, protect PII/PHI, and support governance, version control, and change management across the knowledge base.