Associate Knowledge Management Specialist

Fortune Brands • Sioux Falls, SD

4d • $40,000 - $66,000

About The Position

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.

Requirements

• 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.
• Advanced computer skills in Excel, PowerPoint, and Word.
• 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.

Nice To Haves

• Experience supporting a process driven culture is preferred.
• Experience researching content for educational, process, or technical documentation is preferred.
• Experience with Knowledge Based systems and Video editing tools are also appreciated.

Responsibilities

• 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.

Benefits

• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level