Knowledge Systems Manager

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 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

• Zendesk Administration & App Builder
• API integration & troubleshooting
• OAuth / SSO / SAML
• HTML, CSS, JSON (low-code development)
• Taxonomy & metadata management
• Workflow automation
• AI prompt engineering
• Analytics & reporting

Desirable

• 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.