Sr. Analyst for Knowledge & Content Management (Remote)

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.

- 5+ years combined experience in the following areas: knowledge/content management, analytics, business writing, plain language, and immigration law.

Preferred:

- Relevant experience working within the US federal government (federal employee or federal contractor).

- Experience working at a contact center and deep knowledge of contact center trends and best practices as it relates to knowledge/content management.

- Experience developing content tailored to the needs of contact center agents and customers.

- Certifications such as Certified Knowledge Manager (CKM) or AIIM Certified Information Professional (CIP).

Please Note: Candidate selected will be subject to a Government background investigation and must meet eligibility and suitability requirements for a Public Trust Clearance.

U.S.

Citizenship is required, per contract requirements.

EEO Statement

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.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as i...