Role Overview

Harvey is building a best-in-class go-to-market engine, and we're looking for a Lead System Administrator, CX is 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 they are adopted, across the full customer journey from pilot through renewal. Zendesk is the primary system of ownership; the stack around it is growing, and this role grows with it.

This role applies deep platform expertise to design scalable workflows, implement automation, and maintain system reliability so Zendesk and its integrations evolve alongside 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.

The role sits within GTM Systems and partners closely with CX Operations, Support, Customer Success, Integrations, and Data teams. Success requires strong technical judgment, operational ownership, and the ability to independently translate operational requirements into scalable, reliable system configurations.

What You'll Do

Own Zendesk

• Administer Support, Guide, Explore, and AI features, and act as the internal Zendesk subject matter expert.

• Design and maintain scalable workflows: 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, and 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 and CS platforms, including Planhat for customer health, lifecycle, and renewal workflows and Sierra for AI-assisted support, as CX priorities require.

• Evaluate, implement, and administer new CX platforms as the stack expands, applying the same configuration lifecycle, governance, and documentation standards used for Zendesk.

• 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: define requirements and acceptance criteria, coordinate stakeholders, and communicate scope, risks, and schedule changes proactively.

• Meet operational SLAs for platform support and configuration requests.

• Join CX Operations planning and agent feedback forums, and work with agents on QA and user acceptance testing.

• Provide training and enablement when needed, and maintain system design documentation.

• Ship changes that are designed, tested, documented, and communicated, and bring firm recommendations with trade-offs rather than just problems.

What You Have

• 5+ years administering Zendesk in a high-volume, multi-team environment, with 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 or adjacent systems via iPaaS (Workato preferred), APIs, or webhooks

• Working knowledge of Salesforce as an integration partner (objects, field mapping, sync patterns)

• Experience building reporting and dashboards in Zendesk Explore or a similar tool

• Experience with Planhat, Gainsight, Catalyst, or similar, or a demonstrated ability to ramp quickly on new CX tools

• Strong documentation habits, including runbooks and change records

• Ability to translate operational workflows into scalable configurations and communicate with technical and non-technical partners

• Ability to manage multiple initiatives independently

• Fluency with AI tools (including Zendesk AI and general-purpose assistants) to build, automate, and troubleshoot

Bonus

• Experience administering additional Zendesk products (Talk, Workforce Management, Advanced AI).

• Experience integrating AI support agents (Sierra or similar) with Zendesk.

• SQL or scripting for data workflows; Snowflake or BigQuery.

• Experience in compliance-driven environments (SOC 2, etc.).

Compensation

$171,000 - $235,200 USD

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