GTM Lead System Administrator

New York · USD 171,000-235,200 · 5+ years experience · Full-time · Hybrid · Posted Oct 8, 2026

At a glance

Harvey is looking for a Lead System Administrator, CX to administer, operate, and continuously improve the Zendesk platform and broader Customer Experience systems stack.
The role involves applying deep platform expertise to design scalable workflows, implement automation, and maintain system reliability across the customer journey.
Sitting within GTM Systems, this senior individual contributor partners closely with CX Operations, Support, Customer Success, Integrations, and Data teams.

Administer Support, Guide, Explore, and AI features, and act as the 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 encompassing planning, sandbox testing, deployment, and documentation with strong governance and traceability.
Manage vendor releases and platform changes, including the upcoming OAuth migration, and troubleshoot complex issues across workflows and integrations.
Build Explore dashboards and support the data pipeline behind executive reporting on support performance and customer health.
Support and optimize adjacent CX and CS platforms, including Planhat for customer health, lifecycle, and renewal workflows, and Sierra for AI-assisted support.
Evaluate, implement, and administer new CX platforms as the stack expands, applying standard configuration, governance, and documentation standards.
Manage intake and prioritization of enhancement requests, maintain a clear backlog, and lead enhancement projects from requirements to stakeholder coordination.
Meet operational SLAs for platform support, configuration requests, and join CX Operations planning and agent feedback forums.
Provide training and enablement when needed, maintain system design documentation, and ship thoroughly designed, tested, and communicated changes.

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

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.)