Sr Analyst - Knowledge Management (Remote)

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.

- 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, qualit...