harvey - GTM Lead System Administrator
Requirements
• 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 • 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.).
Responsibilities
• 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.
Benefits
• $171K – $235.2K • Offers Equity • Offers Bonus • Additionally, this role is eligible to participate in our equity plan and benefits program. Benefits include, but not limited to: Comprehensive health, dental and vision coverage, retirement benefits (401k match up to 4%), and flexible PTO. • You can submit up to 4 applications to Harvey in any 30-day period. Please choose the roles where your experience is the strongest match. • If you've applied to a role before and it didn't work out, you're welcome to reapply to it after 90 days. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • Yes, I will require Harvey to sponsor my employment • No, I do not require sponsorship to work in the country where this role is located • Yes, I’m based in this location and able to work from the office 3 days per week • No, I’m not based in this location but willing to relocate • No, I’m only able to work remotely • Other (optional context) • or drag and drop here
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