Senior Analyst – Knowledge & Content Management

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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 • 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/knowledge articles need revision or removal • Ensure resources provided to agents contain correct information • Collaborate with client 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 improve documentation efficiency and accuracy • Create hierarchy and ownership structures to sustain knowledge management • Empower stakeholder contributions to improve the knowledge base • Design and implement workflows for documentation management • 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 taxonomy, label lists, symptoms, and subject terms in articles • Manage SharePoint sites, lists, workflows, and documents

🎯 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 U.S. immigration law, including laws, policies, and practices governing entry, stay, and citizenship • Ability to develop solutions to a variety of complex problems • Considerable judgment and initiative • Ability to influence organizational objectives and long-range goals • U.S. citizenship required • Must meet eligibility and suitability requirements for a Public Trust Clearance • Subject to a Government background investigation • Preferred: relevant experience within the U.S. federal government • Preferred: contact center experience and deep knowledge of contact center trends and best practices related to knowledge/content management • Preferred: experience developing content for contact center agents and customers • Preferred: Certified Knowledge Manager (CKM) or AIIM Certified Information Professional (CIP) certification

🏖️ Benefits

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