Maximus · 19 hours ago
Sr. Knowledge Analyst - Contact Center Content Specialist (Remote)
United States
Full-time
Remote
Mid, Senior Level
$65K/yr - $85K/yr
5+ years expMaximus is looking for a dynamic Senior Knowledge Analyst to serve as the dedicated Contact Center Content Specialist. In this pivotal role, you’ll collaborate closely with government and internal teams to identify content gaps, drive improvements, and ensure that agents are equipped with clear, effective, and bilingual resources.
Business Process Automation (BPA)ConsultingEducationGovernmentGovTechHealth CareInformation Technology
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
Qualification
Required
Bachelor's degree with 5+ years of experience
Must have the ability to pass a federal background check
Hardwired internet (ethernet) connection
Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required
Private work area and adequate power source
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
Preferred
Advanced degree or professional designation
Salesforce and SharePoint experience
Call center knowledge and experience
Benefits
Health insurance coverage
Life and disability insurance
A retirement savings plan
Paid holidays
Paid time off
Company
Maximus
Providing government technology services, digitally enabled customer experiences, and clinical health services that change lives.
10001+ employees
H1B Sponsorship
Maximus has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (32)
2024 (39)
2023 (50)
2022 (42)
2021 (36)
2020 (42)
Funding
Current Stage
Public CompanyTotal Funding
$7.93M2010-12-09Post Ipo Equity· $7.93M
Leadership Team
Elisabeth Schmidt
Senior Vice President
Michael Mateer
Sr. Vice President, Enterprise Technology
Recent News
2025-11-20
Company data provided by crunchbase