Sr. Analyst for Knowledge & Content Management (Remote)

Description & Requirements

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 role is for an upcoming Federal Contract (pending award).

• 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.
• Create training material in support of the Knowledge management process.
• Utilize SharePoint knowledge for site management, list creation, workflow creation/modification and document management within SharePoint.

Bachelor's degree with 5+ years of experience. Advanced degree or professional designation preferred.

Develops solutions to a variety of complex problems. Works requires considerable judgment and initiative. Exerts some influence on the overall objectives and long-range goals of the organization. 5+ years combined experience in the following areas: knowledge/content management, analytics, business writing, plain language, and immigration law.

Preferred:

• Relevant experience working within the US federal government (federal employee or federal contractor).
• Experience working at a contact center and deep knowledge of contact center trends and best practices as it relates to knowledge/content management.
• Experience developing content tailored to the needs of contact center agents and customers.
• Certifications such as Certified Knowledge Manager (CKM) or AIIM Certified Information Professional (CIP).