GTM Lead System Administrator
Harvey · Remote
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. We’re scaling fast, defining a new category in real time, and building a generational company at a true inflection point. **Values:** Decisiveness, Simplicity, and 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**. You’ll apply 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 partner closely with:** CX Operations, Support, Customer Success, Integrations, and Data. --- ### 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, and 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: - **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. - Work with Integrations, Data, and Security to connect systems aligned 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/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 Admin Expert or equivalent) - Experience with sandbox testing, controlled deployment, and change documentation - Experience building Zendesk integrations with CRM/adjacent systems via **iPaaS (Workato preferred)**, A
Listing freshness
CronJobs last confirmed this listing 1h ago. If its source stops confirming the opening for seven days, this page is removed from active inventory.