GTM Lead System Administrator

Harvey is an AI-native legal and professional services platform that combines advanced agentic AI with enterprise infrastructure to fundamentally transform how knowledge work gets done in these sectors. The company has achieved strong product-market fit, secured world-class investment, and is scaling rapidly while establishing an entirely new category. Harvey operates with three core values: Decisiveness, Simplicity, and Job's Not Finished, meaning the team moves fast, solves problems with clarity over perfection, and maintains relentless focus on excellence.

This is a pivotal moment for Harvey as the company defines the future of professional services. The organization is built for intensity and impact, with a culture that prizes ownership, customer closeness, and continuous improvement. If you thrive in high-stakes environments where your work directly shapes how an industry operates, Harvey offers the rare opportunity to build something generational.

Harvey is assembling a world-class go-to-market operation and seeks a Lead System Administrator to own and evolve the Customer Experience platform infrastructure. You'll serve as the senior individual contributor responsible for Zendesk administration, optimization, and governance, while managing a growing stack that includes Planhat, Sierra, and emerging CX tools. Your deep platform expertise will ensure scalable workflows, reliable operations, and seamless integrations across the entire customer journey from initial pilot through renewal. Zendesk is your primary focus; you'll grow with the expanding ecosystem as Harvey's systems needs evolve.

What you'll do

• Administer Zendesk's Support, Guide, Explore, and AI capabilities as the primary internal expert, owning triggers, automations, routing, forms, taxonomy, SLAs, views, macros, and queue configuration.

• Design and maintain scalable workflows with robust governance, including sandbox testing, controlled deployment, comprehensive documentation, and vendor release management.

• Troubleshoot complex integration issues across Zendesk and connected systems; drive root-cause analysis and resolution with technical depth.

• Build and maintain Explore dashboards supporting executive reporting on support performance and customer health metrics.

• Evaluate, implement, and administer adjacent CX platforms like Planhat and Sierra, applying consistent configuration lifecycle and documentation standards.

• Manage intake and prioritization of enhancement requests; lead projects through definition, stakeholder coordination, and proactive communication of scope and risks.

• Train end users, maintain system design documentation, and ensure changes are tested, documented, and communicated before shipping.

What you'll bring

• Five or more years administering Zendesk in high-volume, multi-team environments with demonstrated expertise in routing, triggers, automations, fields, forms, views, macros, and SLAs.

• Zendesk Administrator certification (Support Admin Expert or equivalent).

• Hands-on experience with sandbox testing, controlled deployment processes, and change documentation disciplines.

• Experience building Zendesk integrations with CRM or adjacent systems via iPaaS platforms like Workato, APIs, or webhooks.

• Working knowledge of Salesforce as an integration partner, including objects, field mapping, and sync patterns.

• Ability to build reporting and dashboards in Zendesk Explore or comparable tools.

• Strong documentation and runbook-writing habits; comfortable translating operational workflows into scalable technical configurations.

• Capacity to manage multiple initiatives independently and communicate effectively with both technical and non-technical stakeholders.

• Fluency with AI tools including Zendesk AI and general-purpose assistants for automation and troubleshooting.

Nice to have

• Experience administering Zendesk Talk, Workforce Management, or Advanced AI modules.

• Prior exposure to Planhat, Gainsight, Catalyst, or similar CX platforms; demonstrated ability to learn new tools quickly.

• Experience integrating AI support agents like Sierra with Zendesk.

• SQL, scripting, Snowflake, or BigQuery skills for data workflows.

• Background in compliance-heavy environments such as SOC 2.

What they offer

• Salary range of 171000 to 235200 USD depending on location.

• Fully remote position working worldwide.

• Full-time role with direct impact on company-wide Customer Experience systems and strategy.