Key Facts

Remote From:

Virginia (USA)

Full time

English

Hard Skills

Other Skills

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Writing
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Editing
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Information Organization
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Quality Assurance
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Research
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Scheduling
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Team Leadership
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Customer Service
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Collaboration
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Communication
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Analytical Skills
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Proactivity
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Detail Oriented
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Problem Solving

Roles & Responsibilities

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 a United States citizen and able to pass required clearances (background and credit checks).

Requirements:

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 content escalations, research requests, and special content-focused projects; ensure issues are resolved accurately and within required timeframes; analyze existing content processes and recommend improvements to workflows, structure, and overall program efficiency.
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.
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.

ITCON Services

About ITCON Services

ITCON Services is a dynamic consulting company that provides innovative technology and management solutions to its customers. Our core philosophy is to listen to our customers, understand their requirements and develop a world-class solution that exceeds their expectations. We routinely go beyond what is considered exceptional work, redefining the standard for what quality service delivery should be. As a young, small, and aggressive company, we attract some of the best minds in the consulting business who possess an extraordinary ability to quickly adapt to and address our customers' changing needs. We value and respect our employees, who are unconditionally committed to the highest standards of ethical behavior, professional integrity, and the creation of quality products. At ITCON Services, we strive hard to establish and maintain long-term relationships with our customers as well as with our employees

Founded: 2018

Company size: 51 - 200

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Job description

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 a United States Citizen and be able to pass required clearances (including background check and credit check)

Ready to apply?

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