Senior Analyst – Knowledge and Content Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a Subject Matter Expert for knowledge and content management services within a contact center.

• Design, implement, and sustain knowledge management capabilities.

• Create and oversee knowledge content utilized by contact center agents.

• Suggest processes and tool integrations to enhance automation, collaboration, and knowledge workflows.

• Identify scripts and knowledge articles that require updates or removal.

• Ensure that resources provided to agents contain accurate information.

• Work together with the client’s content team and other departments to integrate information not currently available in the database.

• Develop and maintain the knowledge base using SharePoint.

• Establish document management processes and procedures.

• Evaluate knowledge base requirements, inaccuracies, and gaps; address issues and keep content up-to-date.

• Collaborate with internal teams to enhance documentation efficiency and accuracy.

• Create hierarchy and ownership frameworks to sustain knowledge management.

• Encourage contributions from stakeholders to enrich the knowledge base.

• Design and execute workflows for effective documentation management.

• Establish standard templates for documentation.

• Collaborate with and assist the Implementation Team to refine and evolve the Knowledge Base.

• Develop, promote, and apply best practices in Microsoft-style writing, style, and content.

• Create training materials that support the knowledge management process.

• Enhance search outcomes by managing knowledge-base taxonomy and label lists, ensuring symptoms and subject terms are included in each article.

• Utilize SharePoint for site management, list creation, workflow development/modification, and document management.

⛳️ Requirements

• Bachelor’s degree with over 5 years of experience.

• More than 5 years of combined experience in knowledge/content management, analytics, business writing, plain language, and immigration law.

• Strong comprehension of United States immigration law, including regulations, policies, and practices related to entry, stay, and citizenship.

• Must be a U.S. citizen.

• Must fulfill eligibility and suitability criteria for a Public Trust Clearance.

• Subject to a government background investigation.

• Advanced degree or professional certification is preferred.

• Relevant experience within the U.S. federal government is preferred.

• Experience in a contact center and familiarity with contact center trends and best practices is preferred.

• Experience in developing content specific to contact center agents and customers is preferred.

• Preferred certifications include Certified Knowledge Manager (CKM) or AIIM Certified Information Professional (CIP).

🏝️ Benefits

• Health insurance coverage.

• Life insurance.

• Disability insurance.

• Retirement savings plan.

• Paid holidays.

• Paid time off.

• Short- and long-term incentives.

• Program-specific awards.

• Reasonable accommodations during the employment process.