Responsibilities

Harvey is building a best-in-class go-to-market engine, and we're looking for a Lead System Administrator, CX is a senior individual contributor responsible for administering, operating, and continuously improving Harvey's Zendesk platform and the broader Customer Experience systems stack, including Planhat, Sierra, and new platforms as they are adopted, across the full customer journey from pilot through renewal. Zendesk is the primary system of ownership; the stack around it is growing, and this role grows with it.
This role applies deep platform expertise to design scalable workflows, implement automation, and maintain system reliability so Zendesk and its integrations evolve alongside the business while maintaining strong governance, documentation, and stability. You'll balance hands-on configuration with operational improvement and serve 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: 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.

GTM Lead System Administrator at Harvey · LumiJobs

GTM Lead System Administrator

Responsibilities

Company

Harvey

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