Knowledge Base Content Specialist

Company Profile:
Maximus Canada is an industry leader in the provisioning of products and services to support the delivery of government services in North America and internationally. With operations across Canada and around the globe, Maximus provides innovative, practical and meaningful solutions to help government programs and services function more effectively and efficiently.

We are constantly assessing new technology, processes and methods of delivering services to the citizens of Canada. With our expertise in program information management, claims processing, contact centre services, document processing and information technology, we are positioned for significant growth.

Maximus Canada offers competitive market-based salaries, comprehensive employer-paid benefits and a defined-benefit pension plan or a Group RSP with employer-matching contributions, for eligible employees. Our people also get some great perks too, such as employee appreciation events throughout the year, along with a supportive results-oriented work environment.

**Job Description**:
**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.

**Key Responsibilities**

**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

**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.
- Bachelor’s degree, preferably in the Information Management/Information Studies, Library Technician or related field

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

**Knowledge, Skills and Abilities**

The principles and information required to fulfill responsibilities
- principles of Kn