Content Manager

ITCON Services is seeking an experienced and highly organized Content Manager to support a government‑contracted contact center by developing, maintaining, and managing all program content used by customer service staff in the USCIS call center. The ideal candidate is a proactive content leader with strong writing, editing, and process‑improvement skills who can oversee day‑to‑day content operations while collaborating closely with government stakeholders, program leadership, and internal teams. ITCON Services is a leading provider of customer experience solutions, cloud‑based services, and managed IT offerings. We offer competitive benefits, professional growth opportunities, and the chance to work in a mission‑focused environment supporting a major government program. Key Responsibilities Content Development & Management Create, update, and maintain program documentation including knowledge articles, scripts, workflows, templates, and reference materials. Oversee content data entry, formatting, organization, and design to ensure clarity, usability, and consistency across the contact center. Manage daily escalations, research requests, and special content‑focused projects, ensuring issues are resolved accurately and within required timeframes. Analyze existing content processes and recommend improvements to workflows, structure, and overall program efficiency. Stakeholder Coordination Provide supervisory oversight, guidance, and support to content team members. Collaborate with government Subject Matter Experts (SMEs), program management, and executive staff to review issues, present recommendations, and ensure content accuracy. Support the Federal Program Director and COR with communications related to emerging issues, scheduling needs, and new or updated program content. Participate in internal and external meetings to maintain consistent messaging, branding, and information flow across the contact center. Operational Support Conduct research and analysis to support new program processes, enhancements, and content development needs. Ensure all content aligns with operational requirements and supports high‑quality customer service delivery. Assist with general contact center operational activities as required. Qualifications Experience in content management, knowledge management, or documentation development. Strong writing, editing, and content design skills with excellent attention to detail. Ability to analyze current processes, identify gaps, and recommend improvements. Strong communication and collaboration abilities, particularly in government or regulated environments. Must be able to be a United States citizen and to pass required clearances (including background check and credit check). #J-18808-Ljbffr