Associate Knowledge Management Specialist

• 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 selfservice 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 howto 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 decisionmakers.
• Manage daily knowledge base operations including content creation and reviews workflow management user administration nonEnglish 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.
• Bachelors 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: $40000 USD - $66000 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 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 .

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 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 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.

Remote Work :

Yes

Employment Type :

Full-time