Knowledge Base Analyst

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 t o 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.

We welcome and encourage 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."

Position Summary

The Knowledge Base Analyst will be responsible for maintaining a Knowledge Base (KB) for Service BC while also working to further Maximus Canada's overall Knowledge Services program. This position is ultimately responsible to the Knowledge Base Content Team Lead, and responsive to the Manager, Service BC for creating and maintaining the content held in Maximus Canada's Service BC Knowledge Base.

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

Knowledge, Skills and Abilities

Knowledge Base Maintenance

1. Create Knowledge Documents

• Establish/adhere to standards for content development
• Ensure content categorization is logical and maximizes searchability (taxonomy)
• Manage content life-cycle, ensuring content is timely, accurate, relevant, and up-to-date
• Interfaces with management to achieve end-user needs

2. Continuously Improve Knowledge Documents

• Monitors feedback and usage trends
• Seeks out new and contextually significant information
• Recommends and facilitates quality improvement efforts
• Collects, catalogues and distributes information from a variety of internal sources that support the operating activities of the organization

3. Manage daily Knowledge Base Tasks, including:

• Reviewing content
• Responding to agent questions
• Responding to and actioning agent comments and feedback
• Liaising with clients to improve Knowledge Base content
• Responding to client requests for Knowledge Base content

4. Support internal customers

• Understand the operational language used within Maximus Canada
• Ensure KB Documents meet operational needs
• Effectively respond to feedback on KB Documents

Assist in rolling out of Knowledge Services Program at Maximus Canada

1. Increase awareness of and champion the program and the process across all lines of business

• Look for opportunities to employ Knowledge Bases and Knowledge Management principles
• Share experience and Best Practices related to the KB tool

• Work with departmental units to facilitate program

• Be prepared to share Maximus Canada's Knowledge Management capabilities with potential clients

Education and Experience

• Experience or interest in working with a digital library, e-library, Knowledge Base, or in Knowledge Services
• Professional writing experience preferred
• Technical Communications certificate or equivalent combination of experience and education preferred
• Minimum of 3 months experience working in Service BC preferred
• Basic knowledge of HTML preferred
• Understanding of Knowledge Services best practices preferred

We are passionate about our employees and place their well-being at the center of our people strategy. We are proud to foster a culture that values diversity, equity and inclusion, recognizing that this is paramount for the growth and success of our organization.

This position is based in Victoria British Columbia, and is being performed remotely on a permanent basis. This position can be successfully performed from anywhere within British Columbia. New hires will start at a probationary rate of $34.13 up to 913 hours worked.

We will be accepting applications until 11:59 PM (PST) on April 2, 2025.

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

EEO Statement
Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations, veterans and gender identities recognizing that this is paramount for the growth and success of our organization.