Jobs / India / WPP 2005 Limited
Manager, Training Knowledge Systems
WPP 2005 Limited · 🌍 Gurgaon
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About the role
WPP is the trusted growth partner for the world’s leading brands. 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. We work with the world's most valuable brands and have global reach across 100+ markets, with deep local expertise. 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. • 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