Senior Knowledge Management Analyst

Job Summary

Serving as a Subject Matter Expert, the full-time Senior Knowledge Management Analyst will develop and manage knowledge content for contact center agents, ensuring accurate information and improving knowledge processes in a remote environment.

Key responsibilities

• Build and maintain a knowledge base in SharePoint, ensuring content accuracy and relevance
• Collaborate with internal teams to create documentation processes and implement best practices for knowledge management
• Assess and resolve knowledge base needs, gaps, and inaccuracies to enhance agent support

Required qualifications

• Bachelor's degree with 5+ years of experience in knowledge/content management and immigration law
• Advanced degree or professional designation preferred
• Experience working within the US federal government or supporting federal clients
• Knowledge of contact center trends and best practices related to knowledge management
• Certifications such as Certified Knowledge Manager (CKM) or AIIM Certified Information Professional (CIP) are a plus