Senior Knowledge Manager — Remote Federal Programs

Maximus; Austin (TX); Remote; USD 80,000 - 87,000; Full time

Benefits offered by this job

Fully remote role

Equipment provided

Job summary

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

Collaborating with Operations, Training, and Quality, you will identify gaps, improve resources, protect PII/PHI, and support content governance and change management.

Qualifications

• Experience in knowledge management, content management, or similar role in a contact center or customer service setting.
• Experience with knowledge governance including content lifecycle, version control, approvals, and reviews.
• Experience identifying knowledge gaps and using feedback to improve resources.
• Experience with SharePoint or similar platforms.
• Experience supporting federal government programs or highly regulated environments.
• Familiarity with FEHB/PSHB benefits administration and PII/PHI handling.
• Ability to partner with Operations, Training, Quality, Technology and program stakeholders.

Responsibilities

• Build and maintain knowledge base in SharePoint.
• Create and enforce document management processes and templates.
• Identify gaps and quickly resolve inaccuracies to keep content current.
• Collaborate with internal teams for accurate documentation content.
• Design workflows and ownership structures for knowledge management.
• Provide training materials to support knowledge management processes.
• Improve search by refining taxonomy and topic terms.

Education

Bachelor's degree

Advanced degree preferred

Job description

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

Collaborating with Operations, Training, and Quality, you will identify gaps, improve resources, protect PII/PHI, and support content governance and change management.