Senior Knowledge Management Analyst

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