Sr Analyst for Knowledge and Content Management (Remote)

About the role

The Sr. Analyst for Knowledge and Content Management (Remote) will serve as a Subject Matter Expert on the knowledge/content management services to deliver, operate and maintain knowledge management capabilities for the contact center. This position will develop and manage knowledge content used by contact center agents and make recommendations for processes and integration of tools that can improve automation, collaboration, and/or knowledge processes. This position will assist in determining which scripts (knowledge articles) need revisions and/or removal and ensure all resources provided to agents contain the correct information. This role also collaborates with the client’s content and other teams to incorporate information that may currently not be housed in the database. This position requires a strong understanding of immigration law, which includes knowledge of the laws, policies, and practices that govern who can enter, stay, or become a citizen in the United States. Please Note: This role is for an upcoming Federal Contract and is contingent upon bid award.

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