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Knowledge Systems Manager
We're looking for a technically capable Knowledge Systems Manager to build, administer and evolve our knowledge management ecosystem on Zendesk. This is a hands-on role: you'll build tools and apps directly on the platform, work alongside engineers on integrations and UX, and take ownership of authentication and API-level troubleshooting, while also maintaining the knowledge base and the documentation that keeps it useful. You'll work closely with Product, Engineering and Support to make self-service, search and AI-assisted knowledge experiences genuinely work.
Key Responsibilities
Zendesk Platform Development
- Design, build and maintain custom applications on Zendesk App Builder (e.g. dashboards, content management tooling, publishing workflows).
- Own configuration of Zendesk Guide: themes, article templates, content presentation and publishing workflows.
- Work directly with developers/engineers on Zendesk UX and UI translating requirements into technical specs and reviewing implementation.
- Support and extend AI and automation features within Zendesk.
APIs, Authentication & Integrations
- Build and maintain integrations between Zendesk and other enterprise systems (e.g. Zendesk API with Microsoft Teams, for querying the knowledge base directly from Teams).
- Work confidently with APIs: authentication, requests, troubleshooting failures end-to-end.
- Understand and troubleshoot OAuth, SSO and SAML authentication patterns, including recurring cross-brand/cross-tenant auth issues.
- Partner with platform administrators and developers on new integrations and system enhancements.
Knowledge Base Management & Content
- Maintain the day-to-day health of the knowledge base, applying the information architecture, taxonomy and content standards set by the Knowledge Director.
- Create and maintain user-facing documentation for product features, workflows and releases.
- Support knowledge strategy and self-service initiatives set by the Knowledge Systems Director; surface opportunities and risks from day-to-day platform work.
AI-Powered Knowledge Management
- Use AI tools to accelerate content creation, maintenance and knowledge discovery, within the agent/pipeline architecture set by the wider team.
- Optimise knowledge content for AI retrieval and generative AI / agent experiences.
Analytics & Insights
- Analyse knowledge base usage, search behaviour and content performance to find gaps and improvement opportunities.
- Produce regular reporting to feed into the wider knowledge strategy and roadmap.
Required Skills & Experience
Essential
- Strong hands-on experience with Zendesk Guide/App Builder or a comparable platform, including custom app development and day-to-day configuration.
- Working knowledge of APIs and authentication concepts (OAuth, SSO, SAML) with the ability to troubleshoot integration issues independently.
- Experience delivering integrations between a knowledge/support platform and other enterprise systems.
- Experience creating technical documentation and user-facing guidance.
- Comfortable working directly with engineers on technical requirements, UX/UI, and implementation.
- Experience using AI tools for content or workflow purposes.
- Strong stakeholder management and written communication skills.
- Ability to analyse data and turn it into concrete improvement recommendations.
Technical Skills
- Zendesk Administration & App Builder
- API integration & troubleshooting
- OAuth / SSO / SAML
- HTML, CSS, JSON (low-code development)
- Taxonomy & metadata management
- Workflow automation
- AI prompt engineering
- Analytics & reporting
Desirable
- Experience with generative AI implementations and RAG (Retrieval Augmented Generation) concepts.
- Experience with Jira, Confluence, Azure DevOps or similar platforms.
- Experience supporting AI-powered customer support solutions.
What Success Looks Like (First 12 Months)
- Shipped at least one new Zendesk App Builder tool or integration that measurably improves a workflow (e.g. content ops, publishing, cross-system querying).
- Reduced reliance on engineering support for common Zendesk configuration, integration and auth issues.
- Improved knowledge base search success and content discoverability.
- Established measurable knowledge governance processes, with content quality and freshness improved across the KB.
- Delivered actionable insights through knowledge analytics and reporting.
- Supported AI initiatives that make effective use of organisational knowledge.
We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.
WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.