We are seeking an experienced Senior Knowledge Management Analyst to develop, maintain, and optimize knowledge resources supporting federal health benefits programs. In this role, you will transform complex policies, procedures, and program requirements into clear, accurate, and accessible documentation that empowers customer service teams to deliver consistent, high-quality support. You will oversee knowledge base governance, content lifecycle management, document control, and process improvement, ensuring that information remains current and compliant. Working closely with Operations, Training, Quality, and other stakeholders, you will identify knowledge gaps, streamline documentation workflows, and improve information accessibility. Your expertise will play a key role in supporting the administration of Federal Employees Health Benefits (FEHB) and Postal Service Health Benefits (PSHB) programs. This fully remote opportunity is ideal for a detail-oriented professional who combines strong content management skills with strategic thinking and a commitment to operational excellence.
- Develop, build, and maintain a centralized knowledge base in SharePoint, ensuring that resources are accurate, accessible, well-organized, and aligned with approved program requirements.
- Translate complex policies, procedures, and operational guidance into clear, user-friendly knowledge articles, standard operating procedures, scripts, frequently asked questions (FAQs), job aids, and other performance-support materials.
- Establish and maintain document management processes, governance frameworks, content ownership structures, and approval workflows to support consistent documentation practices.
- Regularly assess the knowledge base to identify outdated information, content inaccuracies, knowledge gaps, and opportunities for improvement, implementing updates promptly as requirements change.
- Implement content lifecycle management practices, including version control, document approvals, periodic reviews, change tracking, and content maintenance.
- Collaborate with Operations, Training, Quality, Technology, Implementation, and other program stakeholders to validate documentation, incorporate feedback, and maintain alignment with operational processes.
- Design and maintain documentation workflows, standardized templates, and content development procedures that improve efficiency, consistency, and accountability across teams.
- Establish clear content ownership and encourage stakeholder contributions to strengthen knowledge sharing, improve documentation quality, and sustain the knowledge management program.
- Optimize knowledge base search functionality by maintaining taxonomies, metadata, labels, and subject terminology to help users quickly locate relevant information.
- Apply established writing standards, Microsoft style guidelines, and content best practices to ensure documentation is clear, consistent, professional, and easy to understand.
- Develop training materials and provide guidance to support knowledge management processes, documentation standards, and effective use of knowledge resources.
- Use SharePoint capabilities to manage sites, create and maintain lists, develop or modify workflows, and oversee document management functions.
- Support the implementation and continuous improvement of knowledge resources as program policies, systems, processes, and operational requirements evolve.
- Ensure that knowledge resources reflect applicable compliance requirements, escalation procedures, and appropriate safeguards for personally identifiable information (PII), protected health information (PHI), and other sensitive data.
Requirements
- Bachelor's degree and at least five years of relevant professional experience. An advanced degree or professional designation is preferred.
- Demonstrated experience in knowledge management, content management, documentation governance, or a related discipline, preferably within a contact center or customer service environment.
- Experience developing and maintaining knowledge bases using SharePoint or comparable knowledge management and content management platforms.
- Strong understanding of knowledge governance practices, including content lifecycle management, version control, approval workflows, document ownership, periodic reviews, and change management.
- Proven ability to assess knowledge resources, identify content gaps and inaccuracies, and use operational data, quality findings, training insights, and user feedback to drive improvements.
- Experience designing documentation standards, templates, workflows, taxonomies, metadata structures, and search optimization strategies.
- Strong technical proficiency with SharePoint site management, list creation, workflow development or modification, and document management capabilities.
- Excellent writing, editing, and content organization skills, with the ability to translate complex policies and procedures into clear, concise, and accessible documentation.
- Familiarity with Microsoft writing and style guidelines and the ability to establish consistent documentation standards across teams.
- Experience creating training materials and supporting the adoption of knowledge management tools, processes, and best practices.
- Demonstrated ability to solve complex problems, exercise sound judgment, take initiative, and develop practical solutions to evolving business requirements.
- Strong analytical and organizational skills, with exceptional attention to detail and the ability to manage multiple priorities while maintaining content accuracy and consistency.
- Excellent communication and collaboration skills, with experience working across Operations, Training, Quality, Technology, Implementation, and other stakeholder groups.
- Experience supporting federal government programs or other highly regulated environments is preferred.
- Knowledge of Federal Employees Health Benefits (FEHB), Postal Service Health Benefits (PSHB), benefits administration, dependent eligibility verification, or related health benefits programs is an advantage.
- Familiarity with requirements for handling PII, PHI, and other sensitive information appropriately and securely.
- Ability to influence documentation practices, support organizational objectives, and contribute to long-term knowledge management strategy.
- Must be a U.S. citizen and able to pass a federal background check.
- Must be able to work remotely with a private workspace, reliable power supply, and an internet connection meeting the role's technical requirements.
- Minimum remote connectivity requirements include download speeds of at least 25 Mbps, or 50 Mbps for shared internet connectivity, upload speeds of at least 5 Mbps, and a hard-wired Ethernet connection to the home router using a Category 5 or 6 cable.
- Work equipment will be provided, subject to the applicable remote-work and technical requirements.
Benefits
- Competitive annual salary: $80,000–$87,000, depending on qualifications, experience, work location, and other applicable compensation factors.
- Fully remote work: The flexibility to work from home within the United States.
- Equipment provided: Work equipment supplied, subject to applicable remote-work requirements.
- Healthcare coverage: Access to health insurance benefits.
- Insurance protection: Life and disability insurance coverage.
- Retirement planning: Access to a retirement savings plan.
- Paid time off: Paid holidays and paid leave.
- Additional compensation opportunities: Potential eligibility for short-term and long-term incentives or program-specific awards, where applicable.
- Professional development: Opportunities to strengthen expertise in knowledge governance, SharePoint, content management, and process optimization.
- Meaningful impact: The opportunity to improve access to reliable information and support consistent service delivery across federal health benefits programs.
- Cross-functional collaboration: Work closely with operational, training, quality, technology, and implementation teams to enhance knowledge resources and business processes.
