Associate Knowledge Management Specialist at Fortune Brands

Sioux Falls, South Dakota, United States -

Full Time

Start Date

Immediate

Expiry Date

08 May, 26

Salary

66000.0

Posted On

07 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Knowledge Base Curation, Content Maintenance, Subject Matter Expert (SME) Partnership, Training Material Alignment, Metrics Monitoring, Dashboard Analysis, Content Improvement Prioritization, Agent Efficiency Improvement, Self-Service Content Development, Customer Feedback Analysis, Technical Research, Documentation Development, Technical Concept Translation, KPI Tracking and Reporting, Data Visualization, Workflow Management

Industry

Manufacturing

Description

Company Description Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company. We’re focused on exciting opportunities within the home, security and commercial building markets. Our driving purpose is to elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too. At Fortune Brands, we’re building something big. We’re advancing exciting innovations in all of our products and processes. We’re delivering trust, dependability, sustainability, and style. To make it all happen, we’ve transformed our workplace into an environment where smart, ambitious people have the support to reach their fullest potential. When you join Fortune Brands, you become part of a high-performing team empowered to think big, learn fast and make bold decisions. We support an inclusive culture where everyone is encouraged be their authentic selves, and where our differences and unique perspectives are a key strength. Explore life at Fortune Brands here. Job Description Curate and maintain knowledge base content by partnering with product and process SMEs to capture updates on new and existing products. Collaborate with the training team to ensure training materials remain accurate and aligned with current processes. Monitor knowledge base usage through metrics and dashboards, using insights to prioritize content improvements. Equip internal teams with clear, effective content and tools to improve agent efficiency, reduce inbound contacts, and increase resolution rates. Provide external customers with self‑service content that supports quick and accurate issue resolution. Analyze customer feedback and usage data to identify improvement opportunities and recommend actionable changes. Research technical details by reviewing drawings, specs, and mockups to ensure content accuracy. Develop and maintain installation guides, configuration steps, how‑to documentation, and online help resources for both employees and consumers. Work closely with subject matter experts to translate complex technical concepts into simple, understandable content. Track, analyze, and report key KPIs using data visualization to drive insights for decision‑makers. Manage daily knowledge base operations, including content creation and reviews, workflow management, user administration, non‑English content updates, and content organization. Serve as the main liaison with internal teams regarding project deliverables, product launches, system maintenance, and other operational knowledge base activities. Perform additional responsibilities as needed. Qualifications Minimum of 2 years of contact center, training or knowledge management work experience is required. Bachelor's degree is required. In lieu of a degree, must possess an additional 4 years of related experience. Experience supporting a process driven culture is preferred. Experience researching content for educational, process, or technical documentation is preferred. Advanced computer skills in Excel, PowerPoint, and Word. Experience with Knowledge Based systems and Video editing tools are also appreciated. Excellent verbal, written, and interpersonal communication skills. Must be self-motivated and have the ability to work independently. Strong influence, time management, and project management skills. Occasional travel is required. Additional Information Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is Hiring Pay Range: $40,000 USD - $66,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan. At Fortune Brands, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits, adoption benefits, and more. We offer numerous ERGs (Employee Resource Groups) to foster a sense of belonging for all associates. Fortune Brands is built on industry-leading brands and innovation within the high-growth categories of water, outdoors and security. The Company makes innovative products for residential and commercial environments, with a growing focus on digital solutions and products that add luxury, contribute to safety and enhance sustainability. To learn more, visit our website at fbin.com. Equal Employment Opportunity Fortune Brands is an equal opportunity employer. Fortune Brands evaluates qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic. Reasonable Accommodations Fortune Brands is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please contact us at [email protected] and let us know the nature of your request along with your contact information. Important Notice: Protect Yourself from Fraudulent Job Postings To protect yourself from fraudulent job postings or recruitment scams, please note that Fortune Brands job postings are exclusively hosted on our website at fbin.com/careers via our SmartRecruiters platform. Fortune Brands will never request banking information or sensitive personal details until an offer of employment has been accepted and the onboarding process begins. Department: Consumer Services

Responsibilities

The specialist will curate and maintain knowledge base content by partnering with SMEs to capture product updates and collaborate with the training team to ensure material accuracy. Responsibilities also include monitoring knowledge base usage via metrics to prioritize improvements and equipping internal teams with clear content to boost efficiency and resolution rates.