GTM Lead System Administrator
Harvey · New York
About this role
## GTM Lead System Administrator ### 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. This is a rare opportunity to help build a generational company at a true inflection point—scaling fast, defining a new category, and growing with a team that moves quickly, takes ownership, and pushes for excellence. **Values:** Decisiveness, Simplicity, Job’s Not Finished --- ### Role Overview Harvey is building a best-in-class go-to-market engine and is seeking a **Lead System Administrator (CX)**—a senior individual contributor responsible for administering, operating, and continuously improving Harvey’s **Zendesk** platform and the broader **Customer Experience systems stack** (including **Planhat, Sierra**, and new platforms as adopted) across the full customer journey from **pilot through renewal**. Zendesk is the primary system of ownership. This role applies deep platform expertise to design scalable workflows, implement automation, and maintain system reliability—ensuring Zendesk and its integrations evolve with the business while maintaining strong governance, documentation, and stability. You’ll balance hands-on configuration with operational improvement and serve as the primary systems partner to **Customer Support** and **CX Operations** leadership. --- ### What You’ll Do #### Own Zendesk - Administer **Support, Guide, Explore, and AI** features; act as internal Zendesk subject matter expert - Design and maintain scalable workflows, including: - routing, triggers, automations - forms and fields, taxonomy - SLAs, views, macros, queues - Manage the configuration lifecycle (planning, sandbox testing, deployment, documentation) with strong governance and traceability - Manage vendor releases and platform changes, including the **upcoming OAuth migration** - Troubleshoot complex issues across workflows and integrations; 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/CS platforms, including: - **Planhat** (customer health, lifecycle, renewal workflows) - **Sierra** (AI-assisted support) - Evaluate, implement, and administer new CX platforms as the stack expands—using the same configuration lifecycle, governance, and documentation standards - Partner 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; maintain a clear backlog - Lead enhancement projects: define requirements and acceptance criteria, coordinate stakeholders, and proactively communicate scope, risks, and schedule changes - Meet operational SLAs for platform support and configuration requests - Join CX Operations planning and agent feedback forums; support QA and user acceptance testing - Provide training and enablement as needed; maintain system design documentation - Ship changes that are designed, tested, documented, and communicated—bringing firm recommendations with trade-offs --- ### What You Have - **5+ years** administering Zendesk in a high-volume, multi-team environment - Deep expertise in **triggers, automations, routing, fields, forms, views, macros, and SLAs** - **Zendesk Administrator certification** (Support Ad
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