Description & Requirements The Sr. Knowledge Analyst supports the U.S. Office of Personnel Management’s (OPM) administration of the FEHB Protection Act by developing maintaining and governing knowledge resources used by Customer Service Representatives (CSRs) supporting Federal Employees Health Benefits (FEHB) and Postal Service Health Benefits (PSHB) Program enrollees. The position translates OPM-approved policies procedures and program requirements into clear accurate and user-friendly knowledge articles procedures scripts job aids FAQs and other performance-support resources. The Sr. Knowledge Analyst ensures content remains current consistent and compliant while supporting content governance version control and change management. Working collaboratively with Operations Training Quality and other program stakeholders the Sr. Knowledge Analyst identifies knowledge gaps and improves resources that enable CSRs to provide accurate and … Sign In to View