Sr Analyst for Knowledge and Content Management (Remote)

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). 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.

Essential Duties and 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.

’- Bachelor’s degree with 5+ years of experience.

• Advanced degree or professional designation preferred.

• Develops solutions to a variety of complex problems.