Senior Knowledge Strategist - Remote (Federal Benefits)

Maximus; San Juan (PR); Remote; USD 80,000 - 87,000; Full time

Benefits offered by this job

Remote work

Job summary

Maximus seeks a Sr. Knowledge Analyst to translate FEHB/PSHB program requirements into clear knowledge resources for CSRs supporting federal employees. The role emphasizes governance, version control, and content accuracy across SharePoint-based knowledge bases.

You will collaborate with Operations, Training, Quality, and other stakeholders to identify knowledge gaps, improve resources, protect PII/PHI, and ensure compliant documentation while enabling efficient customer support.

Qualifications

• Bachelor's degree and 5+ years of experience in knowledge management.
• Advanced degree preferred.
• Experience with governance practices, version control, and content reviews.
• Experience in knowledge management or content roles within a contact center or customer service environment.
• Experience handling PII/PHI and working in regulated environments.
• Experience collaborating with Operations, Training, Quality, Technology, and program stakeholders.

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 accuracy and efficiency in documentation.
• Create hierarchy and ownership structures to sustain knowledge management.
• Collaborate with and support the Implementation Team to evolve the Knowledge Base.
• Create training material to support Knowledge management processes.
• Improve search results by refining taxonomy and labels.

Skills

Knowledge management

Content management

SharePoint

Governance

Regulated environments

Education

Bachelor's degree

Advanced degree

Tools

SharePoint

Job description

Maximus seeks a Sr. Knowledge Analyst to translate FEHB/PSHB program requirements into clear knowledge resources for CSRs supporting federal employees. The role emphasizes governance, version control, and content accuracy across SharePoint-based knowledge bases.

You will collaborate with Operations, Training, Quality, and other stakeholders to identify knowledge gaps, improve resources, protect PII/PHI, and ensure compliant documentation while enabling efficient customer support.