{"absolute_url":"https://job-boards.greenhouse.io/wpp/jobs/8750557002","data_compliance":[{"type":"gdpr","requires_consent":false,"requires_processing_consent":false,"requires_retention_consent":false,"retention_period":null,"demographic_data_consent_applies":true}],"internal_job_id":6499851002,"location":{"name":"Gurgaon"},"metadata":null,"id":8750557002,"updated_at":"2026-10-08T04:58:42-04:00","requisition_id":"11292","title":"Manager, Training Knowledge Systems","company_name":"WPP","first_published":"2026-10-08T04:58:42-04:00","language":"en","application_deadline":null,"content":"\u0026lt;div class=\u0026quot;content-intro\u0026quot;\u0026gt;\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;WPP is the trusted growth partner for the world’s leading brands.\u0026amp;nbsp;\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;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.\u0026amp;nbsp;\u0026lt;/strong\u0026gt;\u0026lt;br\u0026gt;\u0026lt;strong\u0026gt;\u0026amp;nbsp;\u0026lt;/strong\u0026gt;\u0026lt;br\u0026gt;\u0026lt;strong\u0026gt;We work with the world\u0026#39;s most valuable brands and have global reach across 100+ markets, with deep local expertise.\u0026lt;/strong\u0026gt;\u0026lt;br\u0026gt;\u0026lt;strong\u0026gt;\u0026amp;nbsp;\u0026lt;/strong\u0026gt;\u0026lt;br\u0026gt;\u0026lt;strong\u0026gt;Our people are the key to our success. We\u0026#39;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.\u0026amp;nbsp;\u0026lt;/strong\u0026gt;\u0026lt;br\u0026gt;\u0026lt;strong\u0026gt;\u0026amp;nbsp;\u0026lt;/strong\u0026gt;\u0026lt;br\u0026gt;\u0026lt;strong\u0026gt;For more information, visit \u0026lt;a href=\u0026quot;https://eur02.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwpp.com%2F\u0026amp;amp;data=05%7C02%7CErica.Durr%40wpp.com%7C9bf4566a65bc46a48ac008de749116ea%7C150b5e663d884dee83f6ed149b727a00%7C0%7C0%7C639076363668176216%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C\u0026amp;amp;sdata=Q9juosud56XGLThSFZ1NpPZd6FXpJPxV74OeRZWoh%2B4%3D\u0026amp;amp;reserved=0\u0026quot; target=\u0026quot;_blank\u0026quot;\u0026gt;WPP.com.\u0026lt;/a\u0026gt;\u0026lt;/strong\u0026gt;\u0026lt;br\u0026gt;\u0026lt;strong\u0026gt;\u0026amp;nbsp;\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\u0026lt;/div\u0026gt;\u0026lt;p\u0026gt;Knowledge Systems Manager\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;We\u0026#39;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\u0026#39;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\u0026#39;ll work closely with Product, Engineering and Support to make self-service, search and AI-assisted knowledge experiences genuinely work.\u0026lt;/p\u0026gt;\n\u0026lt;h2\u0026gt;Key Responsibilities\u0026lt;/h2\u0026gt;\n\u0026lt;h3\u0026gt;Zendesk Platform Development\u0026lt;/h3\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Design, build and maintain custom applications on Zendesk App Builder (e.g. dashboards, content management tooling, publishing workflows).\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Own configuration of Zendesk Guide: themes, article templates, content presentation and publishing workflows.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Work directly with developers/engineers on Zendesk UX and UI translating requirements into technical specs and reviewing implementation.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Support and extend AI and automation features within Zendesk.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;h3\u0026gt;APIs, Authentication \u0026amp;amp; Integrations\u0026lt;/h3\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;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).\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Work confidently with APIs: authentication, requests, troubleshooting failures end-to-end.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Understand and troubleshoot OAuth, SSO and SAML authentication patterns, including recurring cross-brand/cross-tenant auth issues.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Partner with platform administrators and developers on new integrations and system enhancements.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;h3\u0026gt;Knowledge Base Management \u0026amp;amp; Content\u0026lt;/h3\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Maintain the day-to-day health of the knowledge base, applying the information architecture, taxonomy and content standards set by the Knowledge Director.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Create and maintain user-facing documentation for product features, workflows and releases.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Support knowledge strategy and self-service initiatives set by the Knowledge Systems Director; surface opportunities and risks from day-to-day platform work.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;h3\u0026gt;AI-Powered Knowledge Management\u0026lt;/h3\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Use AI tools to accelerate content creation, maintenance and knowledge discovery, within the agent/pipeline architecture set by the wider team.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Optimise knowledge content for AI retrieval and generative AI / agent experiences.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;h3\u0026gt;Analytics \u0026amp;amp; Insights\u0026lt;/h3\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Analyse knowledge base usage, search behaviour and content performance to find gaps and improvement opportunities.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Produce regular reporting to feed into the wider knowledge strategy and roadmap.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;h2\u0026gt;Required Skills \u0026amp;amp; Experience\u0026lt;/h2\u0026gt;\n\u0026lt;h3\u0026gt;Essential\u0026lt;/h3\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Strong hands-on experience with Zendesk Guide/App Builder or a comparable platform, including custom app development and day-to-day configuration.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Working knowledge of APIs and authentication concepts (OAuth, SSO, SAML) with the ability to troubleshoot integration issues independently.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Experience delivering integrations between a knowledge/support platform and other enterprise systems.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Experience creating technical documentation and user-facing guidance.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Comfortable working directly with engineers on technical requirements, UX/UI, and implementation.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Experience using AI tools for content or workflow purposes.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Strong stakeholder management and written communication skills.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Ability to analyse data and turn it into concrete improvement recommendations.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;h3\u0026gt;Technical Skills\u0026lt;/h3\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Zendesk Administration \u0026amp;amp; App Builder\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;API integration \u0026amp;amp; troubleshooting\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;OAuth / SSO / SAML\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;HTML, CSS, JSON (low-code development)\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Taxonomy \u0026amp;amp; metadata management\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Workflow automation\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;AI prompt engineering\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Analytics \u0026amp;amp; reporting\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;h3\u0026gt;Desirable\u0026lt;/h3\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Experience with generative AI implementations and RAG (Retrieval Augmented Generation) concepts.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Experience with Jira, Confluence, Azure DevOps or similar platforms.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Experience supporting AI-powered customer support solutions.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;h2\u0026gt;What Success Looks Like (First 12 Months)\u0026lt;/h2\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Shipped at least one new Zendesk App Builder tool or integration that measurably improves a workflow (e.g. content ops, publishing, cross-system querying).\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Reduced reliance on engineering support for common Zendesk configuration, integration and auth issues.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Improved knowledge base search success and content discoverability.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Established measurable knowledge governance processes, with content quality and freshness improved across the KB.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Delivered actionable insights through knowledge analytics and reporting.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Supported AI initiatives that make effective use of organisational knowledge.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\u0026lt;div class=\u0026quot;content-conclusion\u0026quot;\u0026gt;\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;We believe the best work happens when we\u0026#39;re together, fostering creativity, collaboration, and connection. That\u0026#39;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.\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;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.\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;h4\u0026gt;\u0026lt;strong\u0026gt;Please read our Privacy Notice (\u0026lt;a href=\u0026quot;https://www.wpp.com/en/careers/wpp-privacy-policy-for-recruitment\u0026quot;\u0026gt;https://www.wpp.com/en/careers/wpp-privacy-policy-for-recruitment\u0026lt;/a\u0026gt;) for more information on how we process the information you provide.\u0026lt;/strong\u0026gt;\u0026lt;/h4\u0026gt;\u0026lt;/div\u0026gt;","departments":[{"id":4060820002,"name":"Technology \u0026 Innovation","child_ids":[],"parent_id":null}],"offices":[{"id":4040337002,"name":"India ","location":null,"child_ids":[4027555002,4099549002,4014166002,4019313002,4042747002,4019312002],"parent_id":4040335002}],"ai_disclaimer":null,"include_ai_disclaimer":null,"ai_opt_out_request_url":null}