Knowledge Base Content Specialist

General information

Job Posting Title Knowledge Base Content Specialist Date Friday, June 28, 2024 City Victoria State BC Country Canada Working time Full-time

Description & Requirements

About Maximus

At Maximus, we share an authentic desire to do something meaningful to help others succeed. We apply our deep operational expertise, technology innovation, and digitally enabled citizen engagement in new ways and help governments solve complex problems.

Maximus has been reinventing the way government agencies engage with citizens and are sought out by governments to solve complex problems.

By supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Italy, Saudi Arabia, Singapore, South Korea, Sweden and the United Kingdom.

Our mission is to affect fundamental change in the lives of every individual with whom we engage and at every touchpoint.

But ultimately, what we do is improve people’s lives. And that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus and their dedication to connecting citizens with the services they need from Government agencies.

Maximus Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Department Summary

Through technical expertise, information sharing, and fostering a continuous improvement culture, Business Performance leads programs focused on analytics, learning & development, quality management, and business strategy at Maximus Canada.

We are able to achieve this by understanding Maximus Canada’s business, developing our people, improving our processes, and ensuring we stay at the vanguard of business management.

Fundamentally, we act as a mirror for the larger organization enabling managers to make more informed decisions; and as a helping hand supporting and engaging employees in the movement to make things better every day.

Role Summary

Maximus Canada’s Knowledge Base Content Specialist will be responsible for preparing and maintaining content for our Service BC Knowledge Base.

This position reports to the Knowledge Base Lead and is ultimately responsible to the Senior Director, Business Performance, and responsive to the Manager, Service BC for creating and maintaining the content in Maximus Canada’s Service BC Knowledge Base.

The successful applicant will have a background in curating digital information and content, possess exemplary communication skills, and be able to develop the insight on when and how information should be disseminated to meet operational requirements.

Your typical week at Maximus

Knowledge Base Maintenance

Create Knowledge Content

• Establish / adhere to standards for content development
• Ensure content categorization is logical and maximizes searchability
• Manage content life-cycle, ensuring content is timely and relevant
• Liaises with clients to achieve end-user needs

Continuously improve Knowledge Documents

• Monitor feedback and usage trends with the objective of high user interaction
• Seek out new and contextually significant information
• Recommend and facilitate quality improvement efforts
• Collect, catalogue and distribute information from a variety of internal sources that support the operating activities of the organization

Manage daily Knowledge Base Tasks, including :

• Reviewing content for currency and accuracy
• Performing reference requests from agents and supervisors
• Responding to and actioning agent feedback on content
• Liaising with stakeholders to improve Knowledge Base content
• Responding to stakeholder requests for copies of Knowledge Base content

Client / Customer Liaison

Engage external clients

• Ensure communication is timely, relevant, and professional
• Use discretion to determine the appropriate time and means to engage
• Promote a positive image of Maximus Canada at all times

Support internal customers

• Understand the operational language used within Maximus Canada
• Ensure Knowledge Base content meets operational needs
• Effectively respond to feedback on Knowledge Base content

What you offer us

Knowledge, Skills and Abilities

The principles and information required to fulfill responsibilities

• principles of Knowledge Management
• principles of Client Engagement
• principles of Effective Communication
• principles of Project Management

Knowledge Management and Services

• Facilitating knowledge creation, sharing, and utilization
• Content Taxonomy
• Content Relevancy and Accuracy

Communication

• Writing : Clear, consist, and logical workflow
• Verbal : Confidence and clarity when discussing area of expertise
• Discretion and effectiveness when communicating with clients

Information Systems

• Expertise (or potential) in the use and navigation of knowledge management platforms
• Above average computer literacy and a functional knowledge of common business software (e.g. Microsoft Office)

Education and Experience

Required Qualifications

• Minimum 2 years of experience working with a digital library, e-library or Knowledge Base; or,
• Experience in at least one of the following : Library and information management;Knowledge management in a corporate environment;

Managing a website that deals with Knowledge Base articles; and,Conducting quantitative and qualitative research projects.

Degree and / or Diploma or Certification in Information Management, Library Sciences & Information studies

Preferred Qualifications

• Preference given to Master’s degree in Library and Information Studies, Knowledge Management, or Archival Studies
• Basic ability to write HTML and CSS

Specialized Knowledge, Skills, and Abilities

• Interest in Knowledge Services / Management
• Ability to quickly learn new technology
• Able to work independently and on a team
• Experience cataloguing and creating taxonomies

Other

Must be able to pass a Criminal Record Check

What we offer you

We value your work, which enables us to continuously raise the bar on how we can best serve citizens worldwide. Maximus Canada offers the following :

• Competitive market-based salaries
• Comprehensive employer-paid benefits
• Four weeks of paid vacation
• Group Retirement Savings Plan
• Hybrid and remote work environments in Canada
• Annual paid bonus based on overall company performance
• Employee appreciation events

We will be accepting applications until 11 : 59pm (PST) on July 12, 2024.

Please note that while all applications are appreciated, only those candidates selected for interview will be contacted. (No Agencies, Please)