# GTM Lead System Administrator

**Company**: Harvey
**Location**: New York
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $171,000 - $235,200 USD
**Category**: IT
**Industry**: Technology

**Apply**: https://jobs.ashbyhq.com/harvey/de0168ee-1abc-4f43-ad3b-e8d8bcba67e5?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_7eaaaa21-4d2

## 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

Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise.

## Role Overview

We are seeking a Lead System Administrator to oversee the administration, operation, and continuous improvement of our Zendesk platform and broader Customer Experience systems stack.

## What You'll Do

### 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 with strong governance and traceability.

- Troubleshoot complex issues and drive root-cause resolution.

- Build Explore dashboards and support the data pipeline behind 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, risks, and schedule changes proactively.

- Meet operational SLAs for platform support and configuration requests.

## What You Have

- 5+ years administering Zendesk in a high-volume, multi-team environment.

- Zendesk Administrator certification.

- 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.

## Bonus

- Experience administering additional Zendesk products.

- Experience integrating AI support agents.

- SQL or scripting for data workflows.

- Experience in compliance-driven environments.

## Skills

### Required
- Zendesk
- CX systems
- workflow automation
- system reliability
- governance
- documentation
- scalable configurations
- AI tools

### Nice to have
- Planhat
- Sierra
- Salesforce
- SQL
- scripting
- compliance-driven environments

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/harvey/de0168ee-1abc-4f43-ad3b-e8d8bcba67e5?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)