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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.
For more information, visit WPP.com.
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. <
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