GTM Lead System Administrator

Harvey

1d•$171,000 - $235,200

About The Position

Harvey is seeking a senior individual contributor to administer, operate, and continuously improve its Zendesk platform and broader Customer Experience systems stack, including Planhat, Sierra, and future platforms, across the customer journey from pilot through renewal. Zendesk is the primary system of ownership, and the role will expand as the CX technology stack grows. The role applies deep platform expertise to design scalable workflows, implement automation, and maintain system reliability. It owns configuration governance, documentation, and stability while balancing hands-on system administration with operational improvement. The Lead System Administrator serves as the primary systems partner to Customer Support and CX Operations leadership and works closely with CX Operations, Support, Customer Success, Integrations, and Data teams.

Requirements

At least 5 years of Zendesk administration experience 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 through an iPaaS (Workato preferred), APIs, or webhooks.
Working knowledge of Salesforce as an integration partner, including objects, field mapping, and sync patterns.
Experience building reports and dashboards in Zendesk Explore or a similar tool.
Experience with Planhat, Gainsight, Catalyst, or a similar platform, or demonstrated 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 independently manage multiple initiatives.
Fluency with AI tools, including Zendesk AI and general-purpose assistants, to build, automate, and troubleshoot.

Nice To Haves

Experience administering additional Zendesk products, such as Talk, Workforce Management, or Advanced AI.
Experience integrating AI support agents, such as Sierra or similar, with Zendesk.
SQL or scripting experience for data workflows; experience with Snowflake or BigQuery.
Experience in compliance-driven environments, such as SOC 2.

Responsibilities

Administer Zendesk Support, Guide, Explore, and AI features, and serve as the internal Zendesk subject matter expert.
Design and maintain scalable workflows, including routing, triggers, automations, forms and fields, taxonomy, SLAs, views, macros, and queues.
Manage the Zendesk configuration lifecycle, including planning, sandbox testing, deployment, documentation, governance, and traceability.
Manage vendor releases and platform changes, including the upcoming OAuth migration.
Troubleshoot complex workflow and integration issues and drive root-cause resolution.
Build Zendesk Explore dashboards and support the data pipeline for executive reporting on support performance and customer health.
Support and optimize adjacent CX and CS platforms, including Planhat and Sierra, as CX priorities require.
Evaluate, implement, and administer new CX platforms as the technology stack expands.
Partner with Integrations, Data, and Security teams to connect systems in accordance with security and compliance standards.
Manage intake and prioritize enhancement requests while maintaining a clear backlog.
Lead enhancement projects by defining requirements and acceptance criteria, coordinating stakeholders, and proactively communicating scope, risks, and schedule changes.
Meet operational SLAs for platform support and configuration requests.
Participate in CX Operations planning and agent feedback forums, and work with agents on QA and user acceptance testing.
Provide training and enablement when needed and maintain system design documentation.
Ensure system changes are designed, tested, documented, and communicated, and present recommendations with trade-offs.