Manager, Training Knowledge Systems

WPP; Gurgaon; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

WPP is seeking a Knowledge Systems Manager to design, implement and evolve our Zendesk knowledge ecosystem. You will build apps, configure Zendesk Guide, and partner with Product, Engineering and Support to deliver self‑service, AI‑enhanced knowledge experiences.

You will work on authentication, integrations, and content governance, ensuring robust documentation and UX/UI alignment across teams. This hybrid role emphasizes collaboration and hands‑on delivery.

Qualifications

• 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.

Responsibilities

• 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.
• Build and maintain integrations between Zendesk and other enterprise systems (e.g. Zendesk API with Microsoft Teams).
• Understand and troubleshoot OAuth, SSO and SAML authentication patterns, including recurring cross‑brand/cross‑tenant auth issues.

Skills

Zendesk Guide/App Builder

APIs & OAuth/SSO/SAML

Integrations with enterprise systems

Technical documentation

AI tools for content/workflows

Stakeholder management

Tools

Zendesk

Jira

Confluence

Azure DevOps

Job description

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.

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

• 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

• 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

• OAuth / SSO / SAML
• Taxonomy & metadata management
• Workflow automation
• Analytics & reporting
• 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.

Voluntary Equal Opportunities Questions (India)

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.

To help us hold ourselves accountable for progress and monitor our efforts, we invite you to answer t he following questions. You are not required to answer these questions , they are entirely voluntary and will not be viewable as part of your application or candidate profile. If you choose to answer, please know that all data is stored separately and used in aggregate for reporting purposes.