Sr Analyst - Knowledge Management (Remote)

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

The Sr. Knowledge Analyst supports the U.S. Office of Personnel Management’s (OPM) administration of the FEHB Protection Act by developing, maintaining, and governing knowledge resources used by Customer Service Representatives (CSRs) supporting Federal Employees Health Benefits (FEHB) and Postal Service Health Benefits (PSHB) Program enrollees.

The position translates OPM-approved policies, procedures, and program requirements into clear, accurate, and user-friendly knowledge articles, procedures, scripts, job aids, FAQs, and other performance-support resources. The Sr. Knowledge Analyst ensures content remains current, consistent, and compliant while supporting content governance, version control, and change management.

Working collaboratively with Operations, Training, Quality, and other program stakeholders, the Sr. Knowledge Analyst identifies knowledge gaps and improves resources that enable CSRs to provide accurate and consistent customer support while appropriately protecting PII and PHI and adhering to established program and escalation requirements.

Essential Duties and 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.

Minimum Requirements

• - 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.

Position is contingent upon contract award

• This is a fully remote role.
• Must be a U.S. citizen.
• Equipment will be provided but must meet the remote position requirement provided below.
• Must have the ability to pass a federal background check.

Remote Position Requirements

• Internet speed of 25mbps or higher required / 50 Mpbs for shared internet connectivity (you can test this by going to www.speedtest.net).
• Minimum 5mpbs upload speed.
• Connectivity to the internet via Category 5 or 6 ethernet patch cable to the home internet router.
• Private work area and adequate power source

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Minimum Salary

$80,000

Maximum Salary

$87,000