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 in knowledge and content management services for contact center operations.

• Implement, operate, and sustain knowledge management capabilities tailored for the contact center.

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

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

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

• Ensure that the resources provided to agents contain accurate information.

• Collaborate with the client's content team and other departments to integrate information not currently available in the database.

• Develop and manage the knowledge base within SharePoint.

• Establish document management processes and procedures.

• Evaluate knowledge base requirements, identify inaccuracies and gaps; address issues and keep content updated.

• Work collaboratively with internal teams to enhance the efficiency and accuracy of documentation content.

• Create hierarchy and ownership structures to sustain effective knowledge management.

• Encourage stakeholder contributions to enrich the knowledge base.

• Design and implement workflows to oversee documentation processes.

• Set standard documentation templates.

• Partner with and support the Implementation Team to refine and develop the Knowledge Base.

• Produce, promote, and apply Microsoft-style writing guidelines, style, and content best practices.

• Develop training materials that support the knowledge management process.

• Enhance search results by maintaining knowledge base taxonomy and label lists, ensuring that symptoms and subject terms are included in each article.

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

⛳️ Requirements

• Bachelor's degree with a minimum of 5 years of relevant experience.

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

• In-depth understanding of immigration law, including the laws, policies, and practices governing entry, residency, and citizenship in the United States.

• U.S. Citizenship is mandatory.

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

• Subject to a government background investigation.

• An advanced degree or professional certification is preferred.

• Relevant experience in the US federal government is a plus.

• Experience in a contact center with extensive knowledge of contact center trends and best practices related to knowledge/content management is preferred.

• Background in developing content specifically for contact center agents and customers is preferred.

• Certifications such as Certified Knowledge Manager (CKM) or AIIM Certified Information Professional (CIP) are 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.