Sr Analyst for Knowledge and Content Management (Remote)

• 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.
• Work 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., * Relevant experience working within the US federal government (federal employee, federal contractor or supporting a federal client).

• 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).

$69,900

Maximum Salary

$105,900