Sr. Knowledge Analyst - Contact Center Content Specialist (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.
• 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 coordinate content updates to address urgent needs.
• Collaborate with client content teams to create, update, and review contact center-specific content.
• Serve as a subject matter expert for assigned customer agencies.
• Salesforce and SharePoint experience preferred.
• Call center knowledge and experience preferred.

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.
• Developing website content experience
• Self-motivated and able to work independently

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 internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at applicantaccom@maximus.com.

Minimum Salary

65,000.00

Maximum Salary

85,200.00