Call Center Level 2 SharePoint - Contract - Onsite
5 days ago
Albany
Owns the development and advancement of the Call Center Level 2 SharePoint intranet and knowledge base PowerApps by designing and maintaining the site structure, coordinating requirements and timelines with partners, and organizing content and permissions. Ensures Level 2 staff can quickly access accurate, current, searchable knowledge and supporting scripts while handling calls. Site design, structure, and user experience • Designs, builds, and maintains the SharePoint intranet and knowledge base PowerApps information architecture, navigation, and page structure., • Facilitates stakeholder review cycles and incorporates feedback to improve usability and adoption., • Maintains an inventory of pages and sections. Content management and readiness coordination • Coordinates content intake and population across contributors., • Ensures content is organized, findable, and formatted for efficient use during live calls., • Tracks and resolves content dependencies and review bottlenecks in partnership with content owners. Requirements definition for the SharePoint intranet and knowledge base PowerApps • Translates call center operational needs into requirements for navigation, search behavior, and day-to-day usability., • Defines and documents expectations for connected tooling (for example, Power Apps components), including performance, user volume, accessibility, and availability., • Recommends and supports design decisions that reduce navigation friction and improve findability across support levels. Stakeholder management, handoffs, and dependency tracking • Coordinates sequencing of work and handoffs across technical partners and internal stakeholders., • Supports phased migration planning to reduce duplication and clarify where different support-level knowledge should live over time. Access controls, permissions, and operational readiness • Defines role-based access and editing permissions, including admin, editor, and read-only tiers., • Identifies, escalates, and supports resolution of SharePoint permissions and access issues. Progress communication and documentation • Produces walkthrough materials and recordings to support review and onboarding., • Maintains clear meeting documentation, action items, and status updates to keep partners aligned and delivery predictable. Requirements: • 6 years of relevant experience, • Bachelor's Degree., • An equivalent combination of advanced education, training, and experience will be considered.