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GTM Lead System Administrator

HarveyNew YorkIT
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Salary
$171K – $235.2K
Job type
Full-time
Work mode
Remote
Experience
Senior · 5+ yrs
Posted
8 Oct 2026
Status
Open · checked 7d ago

About this role

Based in New York, the GTM Lead System Administrator position involves managing and improving customer experience platforms for legal and professional services. This senior individual contributor role suits an experienced platform administrator looking to lead system operations and architecture within a scaling organization.

Role Overview

The GTM Lead System Administrator is a senior individual contributor position responsible for administering, operating, and improving Harvey's Zendesk platform and broader customer experience systems stack. Operating from New York, the professional works across the entire customer journey from initial pilot through renewal, partnering closely with Customer Support, Customer Experience Operations, Customer Success, Integrations, and Data teams.

Key Responsibilities

Administer Support, Guide, Explore, and AI features while acting as the internal Zendesk subject expert.
Design and maintain scalable workflows, including routing, triggers, automations, forms, fields, taxonomy, SLAs, views, macros, and queues.
Manage the complete configuration lifecycle through planning, sandbox testing, deployment, and documentation with governance and traceability.
Handle vendor releases, platform changes, and upcoming migrations while troubleshooting complex issues across workflows and integrations.
Build Explore dashboards to support executive reporting on support performance and customer health.
Optimize adjacent customer experience and success platforms such as Planhat and Sierra, and evaluate new platforms as the stack expands.
Connect systems alongside Integrations, Data, and Security teams to align with company security and compliance standards.
Manage the intake, prioritization, backlog, and SLAs for enhancement requests while leading improvement projects.
Partner with agents on quality assurance, user acceptance testing, training, enablement, and system design documentation.

Requirements

Minimum of 5 years of experience administering Zendesk in a high-volume, multi-team environment.
Deep expertise in Zendesk triggers, automations, routing, fields, forms, views, macros, and SLAs.
Zendesk Administrator certification, such as Support Admin Expert or an equivalent credential.
Experience managing sandbox testing, controlled deployment, and change documentation.
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, covering objects, field mapping, and sync patterns.
Experience building reporting and dashboards in Zendesk Explore or similar tools.
Familiarity with customer experience tools like Planhat, Gainsight, Catalyst, or a demonstrated ability to ramp up quickly on new systems.
Strong documentation habits including runbooks and change records.
Ability to translate operational workflows into scalable configurations and communicate with technical and non-technical partners.
Independent management of multiple initiatives and fluency with AI tools including Zendesk AI and general-purpose assistants.

Nice to Have

Experience administering additional Zendesk products like Talk, Workforce Management, and Advanced AI.
Experience integrating AI support agents such as Sierra with Zendesk.
Knowledge of SQL or scripting for data workflows, along with Snowflake or BigQuery.
Background working in compliance-driven environments such as SOC 2.

Skills and Tools

Zendesk (Support, Guide, Explore, AI features, Talk, Workforce Management, Advanced AI)
Planhat
Sierra
Workato
Salesforce
Gainsight
Catalyst
SQL
Snowflake
BigQuery
APIs and webhooks

Salary and Benefits

Salary range of $171,000 to $235,200 USD per year
Offers equity
Offers bonus

About the Company

Harvey transforms how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise. The organization operates with intensity, values decisiveness, simplicity, and finishing the job, and provides an environment where team members can build a generational company.

How to Apply

Apply on the official company careers page.

Skills and tech stack

ZendeskPlanhatSierraWorkatoSalesforceGainsightCatalystSQLSnowflakeBigQuery

Questions candidates ask

What is the location of the GTM Lead System Administrator role?

The position is located in New York.

What is the salary range for this position?

The salary ranges from $171,000 to $235,200 USD, with equity and bonuses offered.

How many years of Zendesk experience are required?

Candidates must have 5 or more years of experience administering Zendesk in a high-volume, multi-team environment.

What certifications are required for this job?

A Zendesk Administrator certification, such as Support Admin Expert or an equivalent, is required.

What is the primary system of ownership for this role?

Zendesk serves as the primary system of ownership, alongside a growing stack that includes Planhat, Sierra, and other platforms.

Ready to apply?

The application is on the official Harvey careers page.

Apply on company site