GTM Lead System Administrator

Role Overview

Harvey is building a best-in-class go-to-market engine, and we’re looking for a Lead System Administrator to administer, operate, and continuously improve Harvey’s Zendesk platform and the broader Customer Experience systems stack. The role applies deep platform expertise to design scalable workflows, implement automation, and maintain system reliability.

What You Will Do

Own Zendesk, design and maintain scalable workflows, manage the configuration lifecycle, troubleshoot complex issues, build Explore dashboards, and grow the CX stack by supporting and optimizing adjacent CX and CS platforms.

Why It Might Be a Fit

The role requires strong technical judgment, operational ownership, and the ability to independently translate operational requirements into scalable, reliable system configurations. The ideal candidate has 5+ years administering Zendesk in a high-volume, multi-team environment, with deep expertise in triggers, automations, routing, fields, forms, views, macros, and SLAs.

Requirements

• 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 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

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• 401(k) or other retirement plan
• Paid time off
• Stock options
• Flexible work arrangements

Tagged as: Gainsight, Salesforce, Workato