Description & Requirements

The Knowledge Content Manager will serve as a Subject Matter Expert to the Program Manager 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 agents. This role will make recommendations for processes and integration of tools that can improve automation, collaboration, or knowledge processes. This position will assist in determining which scripts (knowledge articles) need revisions and/or r emoval and ensure all resources provided to agents contain the correct information. This role also work s with the client’s content team 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:

- Support project management initiatives .

- Schedule, plan, and coordinate project management activities.

- Maintain project tracking tools and project documentation.

- Communicate with project stakeholders.

• Build and maintain knowledge base in SharePoint or other Content Management Systems.
• 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.
• Design and implement work flows to manage documentation process.
• 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.
• Continuously improve knowledge-sharing processes based on feedback and agency needs.

Minimum Requirements

- Bachelor's degree in related field.
- 3-5 years of project management experience required.
- Equivalent combination of education and experience considered in lieu of degree.

• 3+ years of Knowledge/Content Management or Information Governance experience
• 1 - 3+ years of immigration law experience.
• 3+ years of analytics, plain language and business writing skills.

Preferred:

• 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.
• Experience working in a government or federal contracting environment.
• Certifications such as Certified Knowledge Manager (CKM) or AIIM Certified Information Professional (CIP).

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at applicantaccom@maximus.com .

Minimum Salary

$66,800.00

Maximum Salary

$106,800.00

As a leading strategic partner to governments across the globe, Maximus helps improve the delivery of public services amid complex technology, health, economic, environmental, and social challenges. With a deep understanding of program service delivery, acute insights that achieve operational excellence, and an extensive awareness of the needs of the people being served, our employees advance the critical missions of our partners. Maximus delivers innovative business process management, impactful consulting services, and technology solutions that provide improved outcomes for the public and higher levels of productivity and efficiency of government-sponsored programs.