Sr. Knowledge Analyst - Contact Center Content Specialist (Remote)

Description & Requirements

Maximus is looking for a dynamic Senior Knowledge Analyst to serve as the dedicated Contact Center Content Specialist (CCCS).

In this pivotal role, you'll collaborate closely with government and internal teams to identify content gaps, drive improvements, and ensure that agents are equipped with clear, effective, and bilingual resources.

This is a fully remote role.

Must have the ability to pass a federal background check.

Remote Position Requirements:

- Hardwired internet (ethernet) connection

- Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required (you can test this by going to www.speedtest.net)

- Private work area and adequate power source

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.

• Coordinate with client content teams, and the Senior Training Manager to identify and address content gaps specific to contact center operations.

• Serve as a bilingual subject matter expert (English and Spanish) for contact center content development.

• Support the creation and refinement of training materials for contact center agents.

• Draft monthly action and improvement reports with recommendations on knowledge content, quality, customer satisfaction, and training materials.

• Represent the contact center perspective in content-related discussions and decisions.

• Work extensively with business partners and SMEs to perform knowledge needs analysis, develop and update training and knowledge resources that meet staff and stakeholder needs and organizational quality standards.

• Manage and develop knowledge articles, chat quick text scripts and email templates.

• Conduct audits of knowledge articles and procedures to ensure accuracy and relevance.

• Identify emerging contact center trends and c...