{"id":2082421,"url":"https://alion.io/job/wpp-manager-training-knowledge-systems","title":"Manager, Training Knowledge Systems","company":{"id":5467,"name":"WPP","domain":"wpp.com","url":"https://alion.io/company/wpp","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":88,"open_postings":34,"ghost_share":0,"stale_share":0.471,"repost_share":0,"time_to_fill_p50_days":57,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Legal","role_family":"Legal","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Gurgaon, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Prompt Engineering","optional":false},{"name":"Azure","optional":true},{"name":"Azure DevOps","optional":true},{"name":"Confluence","optional":true},{"name":"Jira","optional":true},{"name":"RAG","optional":true}],"status":"live","first_seen_at":"2026-10-08T08:58:42Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-12T09:19:20Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"WPP is the trusted growth partner for the world’s leading brands. \nWe 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. \n\nWe work with the world's most valuable brands and have global reach across 100+ markets, with deep local expertise.\n\nOur 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. \n\nFor more information, visit WPP.com.\n\nKnowledge Systems Manager\nWe'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.\nKey Responsibilities\nZendesk Platform Development\nDesign, build and maintain custom applications on Zendesk App Builder (e.g. dashboards, content management tooling, publishing workflows).\nOwn configuration of Zendesk Guide: themes, article templates, content presentation and publishing workflows.\nWork directly with developers/engineers on Zendesk UX and UI translating requirements into technical specs and reviewing implementation.\nSupport and extend AI and automation features within Zendesk.\nAPIs, Authentication & Integrations\nBuild and maintain integrations between Zendesk and other enterprise systems (e.g. Zendesk API with Microsoft Teams, for querying the knowledge base directly from Teams).\nWork confidently with APIs: authentication, requests, troubleshooting failures end-to-end.\nUnderstand and troubleshoot OAuth, SSO and SAML authentication patterns, including recurring cross-brand/cross-tenant auth issues.\nPartner with platform administrators and developers on new integrations and system enhancements.\nKnowledge Base Management & Content\nMaintain the day-to-day health of the knowledge base, applying the information architecture, taxonomy and content standards set by the Knowledge Director.\nCreate and maintain user-facing documentation for product features, workflows and releases.\nSupport knowledge strategy and self-service initiatives set by the Knowledge Systems Director; surface opportunities and risks from day-to-day platform work.\nAI-Powered Knowledge Management\nUse AI tools to accelerate content creation, maintenance and knowledge discovery, within the agent/pipeline architecture set by the wider team.\nOptimise knowledge content for AI retrieval and generative AI / agent experiences.\nAnalytics & Insights\nAnalyse knowledge base usage, search behaviour and content performance to find gaps and improvement opportunities.\nProduce regular reporting to feed into the wider knowledge strategy and roadmap.\nRequired Skills & Experience\nEssential\nStrong hands-on experience with Zendesk Guide/App Builder or a comparable platform, including custom app development and day-to-day configuration.\nWorking knowledge of APIs and authentication concepts (OAuth, SSO, SAML) with the ability to troubleshoot integration issues independently.\nExperience delivering integrations between a knowledge/support platform and other enterprise systems.\nExperience creating technical documentation and user-facing guidance.\nComfortable working directly with engineers on technical requirements, UX/UI, and implementation.\nExperience using AI tools for content or workflow purposes.\nStrong stakeholder management and written communication skills.\nAbility to analyse data and turn it into concrete improvement recommendations.\nTechnical Skills\nZendesk Administration & App Builder\nAPI integration & troubleshooting\nOAuth / SSO / SAML\nHTML, CSS, JSON (low-code development)\nTaxonomy & metadata management\nWorkflow automation\nAI prompt engineering\nAnalytics & reporting\nDesirable\nExperience with generative AI implementations and RAG (Retrieval Augmented Generation) concepts.\nExperience with Jira, Confluence, Azure DevOps or similar platforms.\nExperience supporting AI-powered customer support solutions.\nWhat Success Looks Like (First 12 Months)\nShipped at least one new Zendesk App Builder tool or integration that measurably improves a workflow (e.g. content ops, publishing, cross-system querying).\nReduced reliance on engineering support for common Zendesk configuration, integration and auth issues.\nImproved knowledge base search success and content discoverability.\nEstablished measurable knowledge governance processes, with content quality and freshness improved across the KB.\nDelivered actionable insights through knowledge analytics and reporting.\nSupported AI initiatives that make effective use of organisational knowledge.\nWe 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.\nWPP 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.\nPlease read our Privacy Notice (https://www.wpp.com/en/careers/wpp-privacy-policy-for-recruitment) for more information on how we process the information you provide.","description_format":"text","description_chars":6065,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Advertising","Creative Agencies","Digital Marketing","Media & Audience Measurement"],"lifecycle":[{"event":"open","at":"2026-10-08T10:54:02Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":57,"reasons":["conf:3","velocity","win:early","comp:brand"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/wpp-manager-training-knowledge-systems","json_url":"https://alion.io/job/wpp-manager-training-knowledge-systems.json","meta":{"generated_at":"2026-10-12T15:40:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24676,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5467},"rest":"https://alion.io/mcp/rest/get_company?id=5467"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwpp-manager-training-knowledge-systems"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwpp-manager-training-knowledge-systems"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwpp-manager-training-knowledge-systems"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/wpp-manager-training-knowledge-systems\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwpp-manager-training-knowledge-systems"}]}