Sr Analyst - Knowledge Management

Jobgether; United States; Remote; USD 80,000 - 87,000; Full time

Benefits offered by this job

Fully remote work within the United S 

Job summary

Jobgether is seeking a skilled knowledge management professional to own and optimize a centralized SharePoint knowledge base. You will translate complex policies into user-friendly articles, develop SOPs, and drive content governance across teams.

Responsibilities include establishing workflows, maintaining taxonomy, and ensuring PII/PHI compliance while collaborating with Operations, Training, Quality, Technology, and Implementation to improve documentation quality and accessibility.

Qualifications

• Bachelor's degree and at least five years of relevant professional experience; advanced degree or professional designation preferred.
• Experience in knowledge management, content management, documentation governance, or related discipline, ideally in a contact center or customer service environment.
• Experience developing and maintaining knowledge bases using SharePoint or comparable platforms.
• Strong understanding of knowledge governance practices including lifecycle mgmt, version control, approvals, ownership, reviews, and change mgmt.
• Ability to assess knowledge resources, identify gaps, and drive improvements using data, insights, and feedback.
• Experience designing documentation standards, templates, workflows, taxonomies, and search optimization.
• Excellent writing, editing, and organization skills for clear documentation.
• Familiarity with Microsoft writing/style guidelines to ensure consistency across teams.
• Experience creating training materials and driving adoption of knowledge tools.

Responsibilities

• Develop, build, and maintain a centralized knowledge base in SharePoint, ensuring accuracy and accessibility.
• Translate policies into clear knowledge articles, SOPs, scripts, FAQs, job aids, and other materials.
• Establish and maintain document management processes, governance, and approval workflows.
• Assess knowledge base for outdated info and gaps, implementing timely updates.
• Implement content lifecycle management with version control and change tracking.
• Collaborate with Operations, Training, Quality, Technology, Implementation, and others to validate documentation.
• Design and maintain documentation workflows, templates, and development procedures.
• Establish content ownership and encourage stakeholder contributions.
• Optimize knowledge base search with taxonomies, metadata, and terminology.
• Apply writing standards and style guidelines for clarity and professionalism.
• Develop training materials to support knowledge management processes.
• Use SharePoint to manage sites, lists, workflows, and document management features.
• Support implementation and improvement of knowledge resources as programs evolve.
• Ensure compliance with FEHB/PHI/PII and other sensitive data handling requirements.

Skills

Knowledge management

Content governance

SharePoint proficiency

Documentation writing

Attention to detail

Cross-functional collaboration

Remote work readiness

Federal background check readiness

Education

Bachelor's degree or higher

Tools

SharePoint

Content management platforms

Job description

Accountabilities

• Develop, build, and maintain a centralized knowledge base in SharePoint, ensuring that resources are accurate, accessible, well-organized, and aligned with approved program requirements.


• Translate complex policies, procedures, and operational guidance into clear, user-friendly knowledge articles, standard operating procedures, scripts, frequently asked questions (FAQs), job aids, and other performance-support materials.


• Establish and maintain document management processes, governance frameworks, content ownership structures, and approval workflows to support consistent documentation practices.


• Regularly assess the knowledge base to identify outdated information, content inaccuracies, knowledge gaps, and opportunities for improvement, implementing updates promptly as requirements change.


• Implement content lifecycle management practices, including version control, document approvals, periodic reviews, change tracking, and content maintenance.


• Collaborate with Operations, Training, Quality, Technology, Implementation, and other program stakeholders to validate documentation, incorporate feedback, and maintain alignment with operational processes.


• Design and maintain documentation workflows, standardized templates, and content development procedures that improve efficiency, consistency, and accountability across teams.


• Establish clear content ownership and encourage stakeholder contributions to strengthen knowledge sharing, improve documentation quality, and sustain the knowledge management program.


• Optimize knowledge base search functionality by maintaining taxonomies, metadata, labels, and subject terminology to help users quickly locate relevant information.


• Apply established writing standards, Microsoft style guidelines, and content best practices to ensure documentation is clear, consistent, professional, and easy to understand.


• Develop training materials and provide guidance to support knowledge management processes, documentation standards, and effective use of knowledge resources.


• Use SharePoint capabilities to manage sites, create and maintain lists, develop or modify workflows, and oversee document management functions.


• Support the implementation and continuous improvement of knowledge resources as program policies, systems, processes, and operational requirements evolve.


• Ensure that knowledge resources reflect applicable compliance requirements, escalation procedures, and appropriate safeguards for personally identifiable information (PII), protected healthy information (PHI), and other sensitive data.

Requirements

• Bachelor's degree and at least five years of relevant professional experience. An advanced degree or professional designation is preferred.


• Demonstrated experience in knowledge management, content management, documentation governance, or a related discipline, preferably within a contact center or customer service environment.


• Experience developing and maintaining knowledge bases using SharePoint or comparable knowledge management and content management platforms.


• Strong understanding of knowledge governance practices, including content lifecycle management, version control, approval workflows, document ownership, periodic reviews, and change management.


• Proven ability to assess knowledge resources, identify content gaps and inaccuracies, and use operational data, quality findings, training insights, and user feedback to drive improvements.


• Experience designing documentation standards, templates, workflows, taxonomies, metadata structures, and search optimization strategies.


• Strong technical proficiency with SharePoint site management, list creation, workflow development or modification, and document management capabilities.


• Excellent writing, editing, and content organization skills, with the ability to translate complex policies and procedures into clear, concise, and accessible documentation.


• Familiarity with Microsoft writing and style guidelines and the ability to establish consistent documentation standards across teams.


• Experience creating training materials and supporting the adoption of knowledge management tools, processes, and best practices.


• Demonstrated ability to solve complex problems, exercise sound judgment, take initiative, and develop practical solutions to evolving business requirements.


• Strong analytical and organizational skills, with exceptional attention to detail and the ability to manage multiple priorities while maintaining content accuracy and consistency.


• Excellent communication and collaboration skills, with experience working across Operations, Training, Quality, Technology, Implementation, and other stakeholder groups.


• Experience supporting federal government programs or other highly regulated environments is preferred.


• Knowledge of Federal Employees Health Benefits (FEHB), Postal Service Health Benefits (PSHB), benefits administration, dependent eligibility verification, or related health benefits programs is an advantage.


• Familiarity with requirements for handling PII, PHI, and other sensitive information appropriately and securely.


• Ability to influence documentation practices, support organizational objectives, and contribute to long-term knowledge management strategy.


• Must be a U.S. citizen and able to pass a federal background check.


• Must be able to work remotely with a private workspace, reliable power supply, and an internet connection meeting the role's technical requirements.


• Minimum remote connectivity requirements include download speeds of at least 25 Mbps, or 50 Mbps for shared internet connectivity, upload speeds of at least 5 Mbps, and a hard-wired Ethernet connection to the home router using a Category 5 or 6 cable.


• Work equipment will be provided, subject to the applicable remote-work and technical requirements.

Benefits

• Competitive annual salary: $80,000–$87,000, depending on qualifications, experience, work location, and other applicable compensation factors.


• Fully remote work: The flexibility to work from home within the United States.


• Equipment provided: Work equipment supplied, subject to applicable remote-work requirements.


• Healthcare coverage: Access to health insurance benefits.


• Insurance protection: Life and disability insurance coverage.


• Retirement planning: Access to a retirement savings plan.


• Paid time off: Paid holidays and paid leave.


• Additional compensation opportunities: Potential eligibility for short-term and long-term incentives or program-specific awards, where applicable.


• Professional development: Opportunities to strengthen expertise in knowledge governance, SharePoint, content management, and process optimization.


• Meaningful impact: The opportunity to improve access to reliable information and support consistent service delivery across federal health benefits programs.


• Cross-functional collaboration: Work closely with operational, training, quality, technology, and implementation teams to enhance knowledge resources and business processes.