Description
Compensation
The compensation for this role ranges from $171,000 to $235,200 USD per year, with additional benefits including equity and bonus opportunities.
Why Harvey
At Harvey, we're transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise. We're building a generational company with strong product-market fit and world-class investor support.
Role Overview
We're seeking a Lead System Administrator to oversee our Zendesk platform and broader Customer Experience systems stack, including Planhat, Sierra, and other new platforms. This role involves designing scalable workflows, implementing automation, and ensuring system reliability.
Responsibilities
Own Zendesk
- Administer Support, Guide, Explore, and AI features, acting 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 configuration lifecycle, including planning, sandbox testing, deployment, and documentation.
- Troubleshoot complex issues and drive root-cause resolution.
- Build Explore dashboards and support the data pipeline for executive reporting.
Grow the CX stack
- Support and optimize adjacent CX and CS platforms, including Planhat and Sierra.
- Evaluate, implement, and administer new CX platforms as the stack expands.
- Work with Integrations, Data, and Security to connect systems in line with Harvey's security and compliance standards.
Run the function
- Manage intake and prioritization of enhancement requests and maintain a clear backlog.
- Lead enhancement projects, defining requirements and acceptance criteria, coordinating stakeholders, and communicating scope and schedule changes.
- Meet operational SLAs for platform support and configuration requests.
Requirements
- 5+ years administering Zendesk in a high-volume, multi-team environment.
- 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.
- Working knowledge of Salesforce as an integration partner.
- Experience building reporting and dashboards in Zendesk Explore.
- Strong documentation habits and ability to translate operational workflows into scalable configurations.
Nice to Have
- Experience administering additional Zendesk products.
- Experience integrating AI support agents.
- SQL or scripting for data workflows.
- Experience in compliance-driven environments.
Benefits
- Comprehensive health, dental, and vision coverage.
- Retirement benefits (401k match up to 4%).
- Flexible PTO.