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.