Knowledge systems
Building an enterprise knowledge platform.
From an overloaded content repository to a searchable Zendesk ecosystem designed around access, findability, governance, and the people who relied on it.
The challenge
A repository wasn’t enough.
The existing environment held information, but the organization needed a knowledge system people could search, trust, and use at enterprise scale.
The replacement also had to support employees and independently operated agent-store teams, each with different access paths and permissions—along with restricted material, nontechnical authors, multiple request paths, and the operational discipline required to keep hundreds of documents useful over time.
The role
Own the operating system around the platform.
I participated in the vendor evaluation and RFP process, then became the primary operational and technical owner once Zendesk was selected.
The work crossed technology, access management, content strategy, frontline usability, reporting, and ongoing administration.
- IT and integration coordination
- SSO and access architecture
- Audience tags and restricted content
- Knowledge structure and standards
- HTML and CSS customization
- Tools for nontechnical authors
- Forms, routing, and bot configuration
- Reporting and platform administration
The approach
Design for the whole knowledge experience.
The implementation treated the platform as more than software. Access rules determined who could see sensitive guidance. Reusable code made richer content possible without requiring every author to become technical. Forms and routing connected knowledge to action.
The result was a system shaped around how people found information, how authors maintained it, and how the organization governed it.