What are the responsibilities and job description for the Call Center Level 2 SharePoint - Contract - Onsite position at Experienced Recruiting Partners?
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 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.
Core Duties and Responsibilities:
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.