GTM Lead System Administrator

Remote · USD 171,000-235,200 · 5+ years experience · Full-time · Remote · Posted Oct 13, 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 designing scalable workflows, implementing automation, and maintaining system reliability across the full customer journey from pilot through renewal.
The position sits within GTM Systems and acts as the primary systems partner to Customer Support and CX Operations leadership.

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.
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.
Support and optimize adjacent CX and CS platforms, including Planhat and Sierra, and evaluate new platforms as the stack expands.
Manage intake and prioritization of enhancement requests and maintain a clear backlog.
Lead enhancement projects by defining requirements and acceptance criteria, coordinating stakeholders, and communicating scope and risks.
Provide training and enablement when needed, and maintain system design documentation.

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
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.).