Content Knowledge Lead in Work From Home at Maximus

Date Posted: 4/2/2021

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    4/2/2021

Job Description

Maximus is currently looking for an IRS Content Knowledge Lead . The IRS Help Desk knowledge/Content Lead supports the IRS Help Desk Knowledge/Content Program Manager and Contract Program Manager to ensure all IRS-approved content is managed, drafted, and revised according to the program needs.

The IRS Help Desk knowledge/Content Lead supports the IRS Help Desk Knowledge/Content Program Manager and Contract Program Manager to ensure all IRS-approved content is managed, drafted, and revised according to the program needs. This individual must support the preparation of operational knowledge articles and related technical documentation and possess a familiarity with standard operating procedures (SOPs), deliverables management processes, instructional design methodologies and the general training needs of customer service personnel.  

This position requires frequent collaboration efforts with various functional areas and other IRS partners, and provides technical, administrative, and operational support on assigned project or tasks.  

This job is pending contract award.


 Job Summary

Essential Duties and Responsibilities:
- Support the design, development, and distribution of training programs and materials.
- Develop and support the design, development, and distribution of training programs and materials.
- Establish and communicate the training methodologies to participants.
- Schedule training sessions and individual training programs, ensuring facilities set-up, audio-visual set up, and participant notification.
- Support the change management process, including ensuring accuracy and timeliness of document review, approval, and storage.

Minimum Requirements:
- Bachelor's degree with 2-3 years of experience.
- May have additional training or education in area of specialization.


Education and Experience Requirements

Support the transformation of IRS provided technical articles into comprehensive training documentation and knowledge articles

-Support management of IRS-approved content located in the customer relationship management (CRM) tool. This includes drafting new content and revising previous content.

-Responsible for loading the content within the knowledge management system. 

-Attend regular meetings with Knowledge/Content Program Manager with IRS consultants and staff to discuss content improvements.
- Support the design, development, and distribution of training programs and materials.
- Develop and support the design, development, and distribution of training programs and materials.
- Establish and communicate the training methodologies to participants.
- Schedule training sessions and individual training programs, ensuring facilities set-up, audio-visual set up, and participant notification.
- Support the change management process, including ensuring accuracy and timeliness of document review, approval, and storage.

- Complete analysis on call reporting and recordings to proactively recommend content changes

- Develop documentation to support content automation

-May be required to work holidays, evenings and/or weekends

-All IRS Help Desk staff must receive a security clearance from the government to continue to work on the program.

-Be in good standing with Internal Revenue Service (IRS).

-General understanding of computer technology and terminology.

Minimum Requirements:
- Bachelor's degree with 2-3 years of experience.
- May have additional training or education in area of specialization.

SKILLS AND ABILITIES 

-Effective communication skills, both written and verbal.  

-Comprehensive knowledge of the principles and practices involved in technical research, writing and editing.  

-Possess familiarity and understanding of Maximus and program processes and methodology to identify opportunities to improve current processes or implement processes/reduce costs.  

-Effective administrative and organizational skills. 

-Ability to manage multiple tasks simultaneously. 

-Knowledge of contact center operational processes, methods, and best practices.  

-Knowledge of the principles, methods, and techniques used in the development and delivery of training programs within a contact center operations environment. 

-Communicate effectively with multiple levels within and outside of the organization. 

-PC skills required, including MS products (Word, Excel, Project, PowerPoint, and Access). 

-Working knowledge of relevant technologies, as required

Remote Position Requirements:

-Personal computer (no tablets or Chrome books)

-Private and Secure workspace from home

-Audio Headset with microphone for your home computer (preferred)

- Access to Wi-Fi, LAN (wired connection/Ethernet) or both at home

-Internet provider that offers enough speed for multiple users without latency or lag? (i.e. housemate also WFH, kids playing video games or streaming shows, etc. (20 MGB or higher)



Since 1975, MAXIMUS has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. MAXIMUS delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, MAXIMUS is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.

EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. MAXIMUS is an Affirmative Action/Equal Opportunity Employer. MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

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