Project Manager, Knowledge Content

Project Manager, Knowledge Content at Maximus

The Project Manager, Knowledge Content will serve as a Subject Matter Expert on knowledge and content management services. This role is crucial for delivering, operating, and maintaining knowledge management capabilities for Maximus's contact centers, supporting an upcoming Federal contract (pending award).

This position involves developing and managing knowledge content used by agents, and making recommendations for processes and tool integrations to improve automation, collaboration, and overall knowledge processes. You will assist in identifying which knowledge articles need revisions or removal and ensure all agent resources contain accurate and current information. Collaboration with the client’s content team to incorporate external information into the database is also a key responsibility. A strong understanding of immigration law, including the policies and practices governing entry, stay, and citizenship in the United States, is essential for this role.

Essential Duties and Responsibilities

• Support project management initiatives.
• Schedule, plan, and coordinate project management activities.
• Maintain project tracking tools and project documentation.
• Communicate effectively with project stakeholders.

Job Specific Duties

• Build and maintain knowledge bases in SharePoint or other Content Management Systems.
• Develop and implement document management processes and procedures.
• Assess knowledge base needs, identify inaccuracies, and resolve content gaps swiftly to ensure currency.
• Collaborate cross-functionally with internal teams to achieve maximum efficiency and accuracy in documentation content.
• Design and implement workflows to manage the documentation process.
• Create comprehensive training material to support the Knowledge Management process.
• Utilize SharePoint expertise for site management, list creation, workflow creation/modification, and document management.
• Continuously improve knowledge-sharing processes based on feedback and agency needs.

Minimum Requirements

• Bachelor's degree in a related field, or an equivalent combination of education and experience.
• 3-5 years of project management experience.

Job Specific Minimum Requirements

• 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 Qualifications

• Experience working at a contact center with deep knowledge of contact center trends and best practices related to knowledge/content management.
• Experience developing content tailored specifically for 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).

Key skills/competency

• Knowledge Management
• Content Management
• Project Management
• SharePoint
• Immigration Law
• Documentation
• Workflow Design
• Process Improvement
• Stakeholder Communication
• Contact Center Operations