FREE ACCESS
5,000–10,000 jobs/day
See all jobs on JobTailor
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in knowledge management and content development, with a strong understanding of U.S. immigration law and experience in contact center operations. Capable of designing workflows, managing SharePoint sites, and creating training materials to enhance documentation efficiency and accuracy.
Highest-signal resume keywords
Knowledge ManagementU.S. Immigration LawSharePoint ManagementContent DevelopmentCertified Knowledge Manager (CKM)
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Knowledge ManagementContent DevelopmentDocument ManagementWorkflow DesignAnalyticsBusiness WritingPlain LanguageTaxonomy MaintenanceTraining Material CreationProcess Improvement
Soft Skills
JudgmentInitiativeInfluencing Skills
Tools & Technologies
SharePointKnowledge Base Systems
Certifications & Qualifications
Certified Knowledge Manager (CKM)AIIM Certified Information Professional (CIP)
Industry Keywords
Contact CenterU.S. Federal GovernmentPublic Trust ClearanceGovernment Background Investigation
About the role
Key responsibilities & impact- Serve as a subject matter expert on knowledge/content management services for contact center capabilities
- Develop and manage knowledge content used by contact center agents
- Recommend processes and tool integrations to improve automation, collaboration, and knowledge processes
- Determine which scripts/knowledge articles need revision or removal
- Ensure resources provided to agents contain correct information
- Collaborate with client content and other teams to incorporate information not currently housed in the database
- Build and maintain the knowledge base in SharePoint
- Build document management processes and procedures
- Assess knowledge base needs, inaccuracies, and gaps; resolve issues and keep content current
- Work cross-functionally with internal teams to improve documentation efficiency and accuracy
- Create hierarchy and ownership structures to sustain knowledge management
- Empower stakeholder contributions to improve the knowledge base
- Design and implement workflows for documentation management
- Establish standard documentation templates
- Collaborate with and support the Implementation Team to tune and evolve the knowledge base
- Create, promote, and apply Microsoft-style writing, style, and content best practices
- Create training materials supporting the knowledge management process
- Improve search results by maintaining taxonomy, label lists, symptoms, and subject terms in articles
- Manage SharePoint sites, lists, workflows, and documents
Requirements
What you’ll need- Bachelor's degree with 5+ years of experience
- 5+ years combined experience in knowledge/content management, analytics, business writing, plain language, and immigration law
- Strong understanding of U.S. immigration law, including laws, policies, and practices governing entry, stay, and citizenship
- Ability to develop solutions to a variety of complex problems
- Considerable judgment and initiative
- Ability to influence organizational objectives and long-range goals
- U.S. citizenship required
- Must meet eligibility and suitability requirements for a Public Trust Clearance
- Subject to a Government background investigation
- Preferred: relevant experience within the U.S. federal government
- Preferred: contact center experience and deep knowledge of contact center trends and best practices related to knowledge/content management
- Preferred: experience developing content for contact center agents and customers
- Preferred: Certified Knowledge Manager (CKM) or AIIM Certified Information Professional (CIP) certification
Benefits
Comp & perks- Health insurance coverage
- Life and disability insurance
- Retirement savings plan
- Paid holidays
- Paid time off
- Potential short- and long-term incentives
- Program-specific awards
- Reasonable accommodations during the employment process