Call Center Level 2 SharePoint Onsite

Contract Role Length: 6 Months

Location:

100% Onsite in Albany, NY OVERVIEW

Owns the development and advancement of the Call Center Level 2 SharePoint intranet and knowledge base Power Apps 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.

• Designs, builds, and maintains the SharePoint intranet and knowledge base Power Apps 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 6 years of relevant experience
• Bachelor's Degree.
• An equivalent combination of advanced education, training, and experience will be considered.