Manager, Training Knowledge Systems

<div class="content-intro"><p><strong>WPP is the trusted growth partner for the world’s leading brands. </strong></p> <p><strong>We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. </strong><br><strong> </strong><br><strong>We work with the world's most valuable brands and have global reach across 100+ markets, with deep local expertise.</strong><br><strong> </strong><br><strong>Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow. </strong><br><strong> </strong><br><strong>For more information, visit <a href="https://eur02.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwpp.com%2F&data=05%7C02%7CErica.Durr%40wpp.com%7C9bf4566a65bc46a48ac008de749116ea%7C150b5e663d884dee83f6ed149b727a00%7C0%7C0%7C639076363668176216%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=Q9juosud56XGLThSFZ1NpPZd6FXpJPxV74OeRZWoh%2B4%3D&reserved=0" target="_blank">WPP.com.</a></strong><br><strong> </strong></p></div><p>Knowledge Systems Manager</p> <p>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.</p> <h2>Key Responsibilities</h2> <h3>Zendesk Platform Development</h3> <ul> <li>Design, build and maintain custom applications on Zendesk App Builder (e.g. dashboards, content management tooling, publishing workflows).</li> <li>Own configuration of Zendesk Guide: themes, article templates, content presentation and publishing workflows.</li> <li>Work directly with developers/engineers on Zendesk UX and UI translating requirements into technical specs and reviewing implementation.</li> <li>Support and extend AI and automation features within Zendesk.</li> </ul> <h3>APIs, Authentication & Integrations</h3> <ul> <li>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).</li> <li>Work confidently with APIs: authentication, requests, troubleshooting failures end-to-end.</li> <li>Understand and troubleshoot OAuth, SSO and SAML authentication patterns, including recurring cross-brand/cross-tenant auth issues.</li> <li>Partner with platform administrators and developers on new integrations and system enhancements.</li> </ul> <h3>Knowledge Base Management & Content</h3> <ul> <li>Maintain the day-to-day health of the knowledge base, applying the information architecture, taxonomy and content standards set by the Knowledge Director.</li> <li>Create and maintain user-facing documentation for product features, workflows and releases.</li> <li>Support knowledge strategy and self-service initiatives set by the Knowledge Systems Director; surface opportunities and risks from day-to-day platform work.</li> </ul> <h3>AI-Powered Knowledge Management</h3> <ul> <li>Use AI tools to accelerate content creation, maintenance and knowledge discovery, within the agent/pipeline architecture set by the wider team.</li> <li>Optimise knowledge content for AI retrieval and generative AI / agent experiences.</li> </ul> <h3>Analytics & Insights</h3> <ul> <li>Analyse knowledge base usage, search behaviour and content performance to find gaps and improvement opportunities.</li> <li>Produce regular reporting to feed into the wider knowledge strategy and roadmap.</li> </ul> <h2>Required Skills & Experience</h2> <h3>Essential</h3> <ul> <li>Strong hands-on experience with Zendesk Guide/App Builder or a comparable platform, including custom app development and day-to-day configuration.</li> <li>Working knowledge of APIs and authentication concepts (OAuth, SSO, SAML) with the ability to troubleshoot integration issues independently.</li> <li>Experience delivering integrations between a knowledge/support platform and other enterprise systems.</li> <li>Experience creating technical documentation and user-facing guidance.</li> <li>Comfortable working directly with engineers on technical requirements, UX/UI, and implementation.</li> <li>Experience using AI tools for content or workflow purposes.</li> <li>Strong stakeholder management and written communication skills.</li> <li>Ability to analyse data and turn it into concrete improvement recommendations.</li> </ul> <h3>Technical Skills</h3> <ul> <li>Zendesk Administration & App Builder</li> <li>API integration & troubleshooting</li> <li>OAuth / SSO / SAML</li> <li>HTML, CSS, JSON (low-code development)</li> <li>Taxonomy & metadata management</li> <li>Workflow automation</li> <li>AI prompt engineering</li> <li>Analytics & reporting</li> </ul> <h3>Desirable</h3> <ul> <li>Experience with generative AI implementations and RAG (Retrieval Augmented Generation) concepts.</li> <li>Experience with Jira, Confluence, Azure DevOps or similar platforms.</li> <li>Experience supporting AI-powered customer support solutions.</li> </ul> <h2>What Success Looks Like (First 12 Months)</h2> <ul> <li>Shipped at least one new Zendesk App Builder tool or integration that measurably improves a workflow (e.g. content ops, publishing, cross-system querying).</li> <li>Reduced reliance on engineering support for common Zendesk configuration, integration and auth issues.</li> <li>Improved knowledge base search success and content discoverability.</li> <li>Established measurable knowledge governance processes, with content quality and freshness improved across the KB.</li> <li>Delivered actionable insights through knowledge analytics and reporting.</li> <li>Supported AI initiatives that make effective use of organisational knowledge.</li> </ul><div class="content-conclusion"><p><strong>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.</strong></p> <p><strong>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.</strong></p> <h4><strong>Please read our Privacy Notice (<a href="https://www.wpp.com/en/careers/wpp-privacy-policy-for-recruitment">https://www.wpp.com/en/careers/wpp-privacy-policy-for-recruitment</a>) for more information on how we process the information you provide.</strong></h4></div>