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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 focus on U.S. immigration law and contact center operations. Proficient in building and maintaining knowledge bases, improving documentation processes, and collaborating cross-functionally to enhance content accuracy and efficiency.
Highest-signal resume keywords
Knowledge Management ExpertiseU.S. Immigration Law UnderstandingSharePoint Site ManagementContent Development for Contact CentersCertified 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 DesignData AnalysisBusiness WritingPlain Language WritingTaxonomy MaintenanceAutomation ProcessesCollaboration Techniques
Soft Skills
Cross-Functional CollaborationStakeholder EngagementTraining Material CreationProcess ImprovementCommunication Skills
Tools & Technologies
SharePointKnowledge Base SoftwareDocument Management SystemsContent Management SystemsAutomation Tools
Certifications & Qualifications
Certified Knowledge Manager (CKM)AIIM Certified Information Professional (CIP)
Industry Keywords
Contact Center ManagementU.S. Federal GovernmentPublic Trust ClearanceImmigration LawKnowledge Base Taxonomy
About the role
Key responsibilities & impact- Serve as a Subject Matter Expert on knowledge/content management services for a contact center
- Develop, operate, and maintain knowledge management 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 and knowledge articles need revision or removal
- Ensure resources provided to agents contain correct information
- Collaborate with the client’s 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 knowledge-base taxonomy and label lists and ensuring symptoms and subject terms appear in each article
- Use SharePoint for site management, list creation, workflow creation/modification, and document management
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 United States immigration law, including laws, policies, and practices governing entry, stay, and citizenship
- Must be a U.S. citizen
- Must meet eligibility and suitability requirements for a Public Trust Clearance
- Must be subject to a government background investigation
- Advanced degree or professional designation preferred
- Relevant experience working within the U.S. federal government preferred
- Contact center experience and knowledge of contact center trends and best practices preferred
- Experience developing content tailored to contact center agents and customers preferred
- Certified Knowledge Manager (CKM) or AIIM Certified Information Professional (CIP) certifications preferred
Benefits
Comp & perks- Health insurance coverage
- Life insurance
- Disability insurance
- Retirement savings plan
- Paid holidays
- Paid time off
- Short- and long-term incentives
- Program-specific awards
- Reasonable accommodations during the employment process