Sr Analyst - Knowledge Management

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Sr Analyst – Knowledge Management based in the United States. 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. Accountabilities - 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- Regularly assess the knowledge base to identify outdated information, content inaccuracies, knowledge gaps, and opportunities for improvement, implementing updates promptly as requirements change.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.