Senior Analyst – Knowledge and Content Management

🕒 August 20

🇺🇸 United States – Remote

💵 $69.9k - $105.9k / year

⏰ Full Time

🟠 Senior

✍️ Content Marketing Manager

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Maximus

WebsiteLinkedInAll Job Openings

10,000+ employees

🏛️ Government

🏥 Healthcare

💼 Consulting

💰 $7.9M Post-IPO Equity - Maximus on 2010-12

Government • Healthcare • Consulting

Maximus is a public-sector services firm that partners with government agencies to modernize and operate programs across health, human services, defense, national security, and civilian agencies. The company combines technology (AI, analytics, cloud, cybersecurity), omnichannel contact center and eligibility/enrollment systems, clinical and Medicaid enterprise services, and consulting and program-delivery capabilities to improve citizen experience and program outcomes. Backed by decades of government experience and scale, Maximus supports federal, state, and local clients with human-centered operational support and end-to-end digital modernization.

📋 Description

• Serve as a Subject Matter Expert on knowledge/content management services for contact center capabilities • Deliver, operate, and maintain knowledge management capabilities for the contact center • Develop and manage knowledge content used by contact center agents • Recommend processes and tool integrations to improve automation, collaboration, and knowledge processes • Determine which scripts and knowledge articles need revision or removal • Ensure resources provided to agents contain correct information • Collaborate with the client's content and other teams to incorporate information not currently housed in the database • Build and maintain the knowledge base in SharePoint • Build document management processes and procedures • Assess knowledge base needs, inaccuracies, and gaps; resolve issues and keep content current • Work cross-functionally with internal teams to maximize documentation content efficiency and accuracy • Create hierarchy and ownership structures to sustain knowledge management • Empower stakeholder contributions to improve the knowledge base • Design and implement workflows to manage documentation processes • Establish standard documentation templates • Collaborate with and support the Implementation Team to tune and evolve the Knowledge Base • Create, promote, and apply Microsoft-style writing, style, and content best practices • Create training materials supporting the knowledge management process • Improve search results by maintaining knowledge base taxonomy and label lists and ensuring symptoms and subject terms are present in each article • Use SharePoint for site management, list creation, workflow creation/modification, and document management

🎯 Requirements

• Bachelor's degree with 5+ years of experience • 5+ years combined experience in knowledge/content management, analytics, business writing, plain language, and immigration law • Strong understanding of immigration law, including laws, policies, and practices governing entry, stay, and citizenship in the United States • U.S. Citizenship required • Must meet eligibility and suitability requirements for a Public Trust Clearance • Subject to a government background investigation • Advanced degree or professional designation preferred • Relevant experience working within the US federal government preferred • Experience working at a contact center and deep knowledge of contact center trends and best practices as they relate to knowledge/content management preferred • Experience developing content tailored to contact center agents and customers preferred • Certifications such as Certified Knowledge Manager (CKM) or AIIM Certified Information Professional (CIP) preferred

🏖️ Benefits

• Health insurance coverage • Life and disability insurance • Retirement savings plan • Paid holidays • Paid time off • Short- and long-term incentives • Program-specific awards • Reasonable accommodations during the employment process