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Manager, Training Knowledge Systems

WPP

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.

Preferred

  • 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.

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

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.

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