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GTM Lead System Administrator

Harvey· IT
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Hybrid (New York)$171k - $235.2kFull-timePosted 1w ago

About the role

Lead System Administrator focusing on Harvey's Zendesk-platform and CX systems stack (Planhat, Sierra, and future platforms), owning design, governance, and automation across the customer journey from pilot to renewal.

Responsibilities

  • Administer Support, Guide, Explore, and AI features, and act as the internal Zendesk subject matter expert.
  • Design and maintain scalable workflows: routing, triggers, automations, forms and fields, taxonomy, SLAs, views, macros, and queues.
  • Manage the configuration lifecycle (planning, sandbox testing, deployment, documentation) with governance and traceability.
  • Manage vendor releases and platform changes, including the upcoming OAuth migration.
  • Troubleshoot complex issues across workflows and integrations, and drive root-cause resolution.
  • Build Explore dashboards and support the data pipeline behind executive reporting on support performance and customer health.
  • Grow the CX stack: Support and optimize adjacent CX and CS platforms (Planhat, Sierra) and evaluate new CX platforms with the same standards.
  • Work with Integrations, Data, and Security to connect systems per security and compliance standards.
  • Run the function: Manage intake and prioritization of enhancement requests and maintain backlog.
  • Lead enhancement projects: define requirements, acceptance criteria, coordinate stakeholders, and communicate scope, risks, and schedule changes.
  • Meet operational SLAs for platform support and configuration requests.
  • Join CX Operations planning and agent feedback forums, perform QA and UAT with agents.
  • Provide training and enablement, maintain system design documentation.
  • Ship changes that are designed, tested, documented, and communicated with clear trade-offs.

Qualifications

  • 5+ years administering Zendesk in a high-volume, multi-team environment, with deep expertise in triggers, automations, routing, fields, forms, views, macros, and SLAs
  • Zendesk Administrator certification (Support Admin Expert or equivalent)
  • Experience with sandbox testing, controlled deployment, and change documentation
  • Experience building Zendesk integrations with CRM or adjacent systems via iPaaS (Workato preferred), APIs, or webhooks
  • Working knowledge of Salesforce as an integration partner (objects, field mapping, sync patterns)
  • Experience building reporting and dashboards in Zendesk Explore or a similar tool
  • Experience with Planhat, Gainsight, Catalyst, or similar, or ability to ramp quickly on new CX tools
  • Strong documentation habits, including runbooks and change records
  • Ability to translate operational workflows into scalable configurations and communicate with technical and non-technical partners
  • Ability to manage multiple initiatives independently
  • Fluency with AI tools (including Zendesk AI and general-purpose assistants) to build, automate, and troubleshoot

Skills

Required:Zendesk administrationZendesk ExploreSystem integrationsStakeholder management

Benefits

  • Comprehensive health, dental and vision coverage
  • retirement benefits (401k match up to 4%)
  • flexible PTO
Last updated Oct 15, 2026. Interested? Apply on the company site.
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About Harvey

Professional Class AI

Harvey is a platform built to meet the standards of the world’s leading professional service firms.

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