Associate Project Manager - Knowledge Content Manager (Remote)
Not Disclosed•Full-TimeOn-site
location_on1938, West 80th Street, West Eighties, Detroit-Shoreway, Detroit - Shoreway, Cleveland, Cuyahoga County, Ohio, 44102, United States
About the Role
The Knowledge Content Manager serves as a Subject Matter Expert supporting the Program Manager in delivering, operating, and maintaining knowledge management capabilities for the contact center. This role is critical for ensuring that agents have access to accurate, up-to-date information by developing and managing the knowledge content they rely on daily.
You will act as a bridge between the client's content team and the contact center operations, incorporating new information into the database and recommending process improvements to enhance automation and collaboration. A key part of your mission is to continuously assess the knowledge base for inaccuracies or gaps, working quickly to resolve them and ensuring all resources provided to agents contain correct information. This includes determining which scripts and knowledge articles require revision or removal.
Success in this position requires a strong understanding of immigration law, including the laws, policies, and practices governing entry, stay, and citizenship in the United States. You will leverage this expertise to build and maintain a robust knowledge base within SharePoint or other Content Management Systems, designing workflows that support efficient documentation and knowledge sharing.
Work location
Work model: On-site
1938, West 80th Street, West Eighties, Detroit-Shoreway, Detroit - Shoreway, Cleveland, Cuyahoga County, Ohio, 44102, United States
Cleveland, Ohio
Key Responsibilities
- check_circleDevelop and manage knowledge content used by contact center agents
- check_circleBuild and maintain knowledge base in SharePoint or other Content Management Systems
- check_circleAssess knowledge base needs, inaccuracies, and gaps to ensure content accuracy
- check_circleCoordinate project management activities and maintain project tracking tools
- check_circleCommunicate with project stakeholders to support project initiatives
- check_circleCollaborate with internal teams to improve documentation efficiency and accuracy
- check_circleDesign and implement workflows to manage documentation processes
- check_circleCreate training materials to support the knowledge management process
Requirements
- verifiedBachelor's degree in related field
- verified3-5 years of project management experience
- verified3+ years of Knowledge/Content Management or Information Governance experience
- verified1-3+ years of immigration law experience
- verified3+ years of analytics, plain language and business writing skills
- verifiedExperience with SharePoint
- verifiedCertifications such as CKM or CIP preferred
Nice to Have
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).
Benefits & Perks
check_circleHealth insurance coveragecheck_circleLife and disability insurancecheck_circleRetirement savings plancheck_circlePaid holidays and paid time off
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Skills, education and keywords
Skills: Project Management, Sharepoint, Content Management Systems, Immigration Law, Knowledge Management, Information Governance, Analytics, Plain Language, Business Writing, Contact Center.
Education: Bachelor's degree in related field (or equivalent experience).
Frequently asked questions about Associate Project Manager - Knowledge Content Manager (Remote) at Maximus
What does a Associate Project Manager - Knowledge Content Manager (Remote) at Maximus do?expand_more
Day-to-day, the Associate Project Manager - Knowledge Content Manager (Remote) at Maximus will develop and manage knowledge content used by contact center agents; build and maintain knowledge base in sharepoint or other content management systems; assess knowledge base needs, inaccuracies, and gaps to ensure content accuracy; and coordinate project management activities and maintain project tracking tools.
What are the requirements for this Associate Project Manager - Knowledge Content Manager (Remote) role?expand_more
Maximus is looking for candidates who meet the following requirements: Bachelor's degree in related field; 3-5 years of project management experience; 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; and Experience with SharePoint.
Where is the Associate Project Manager - Knowledge Content Manager (Remote) role at Maximus located?expand_more
Associate Project Manager - Knowledge Content Manager (Remote) at Maximus is based in 1938, West 80th Street, West Eighties, Detroit-Shoreway, Detroit - Shoreway, Cleveland, Cuyahoga County, Ohio, 44102, United States. This is a on-site role.
Is this Associate Project Manager - Knowledge Content Manager (Remote) job remote, hybrid, or on-site?expand_more
Maximus has listed this Associate Project Manager - Knowledge Content Manager (Remote) role as on-site.
How much experience is required for this Associate Project Manager - Knowledge Content Manager (Remote) role?expand_more
Associate Project Manager - Knowledge Content Manager (Remote) at Maximus typically requires 3–5 years of relevant experience at the mid level level.
What skills do you need for the Associate Project Manager - Knowledge Content Manager (Remote) role at Maximus?expand_more
Key skills for Associate Project Manager - Knowledge Content Manager (Remote) at Maximus include Project Management; Sharepoint; Content Management Systems; Immigration Law; Knowledge Management; Information Governance; Analytics; and Plain Language.
What education is required for Associate Project Manager - Knowledge Content Manager (Remote) at Maximus?expand_more
Educational requirements for this role: Bachelor's degree in related field (or equivalent experience).
What category does the Associate Project Manager - Knowledge Content Manager (Remote) role belong to?expand_more
Associate Project Manager - Knowledge Content Manager (Remote) at Maximus is part of the it job category on Recrutus.