Lead GTM System Administrator — Zendesk & CX Stack

Harvey; New York (NY); On-site; USD 171,000 - 235,000; Full time

Job summary

Harvey is hiring a Lead System Administrator, CX, to steward Zendesk and the broader CX tech stack. You will own Zendesk modules, design scalable workflows, and manage the configuration lifecycle with governance and traceability.

You will expand the CX platform with Planhat, Sierra, and new tools while ensuring security and compliance. The role partners with Support, CX Operations, Integrations, and Data teams to drive operational excellence.

Qualifications

• 5+ years administering Zendesk in a high-volume, multi-team environment.
• 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 or APIs/webhooks.
• Working knowledge of Salesforce as an integration partner.
• Experience building reporting and dashboards in Zendesk Explore.
• Experience with Planhat, Gainsight, Catalyst, or similar CX tools.
• Strong documentation habits, including runbooks and change records.
• Ability to translate operational workflows into scalable configurations.

Responsibilities

• Own Zendesk: administer Support, Guide, Explore, and AI features; act as Zendesk SME.
• Design scalable workflows: routing, triggers, automations, forms, fields, taxonomy, SLAs, views, macros, queues.
• Manage the configuration lifecycle with governance and traceability.
• Manage vendor releases and platform changes, including OAuth migration.
• Troubleshoot complex issues and drive root-cause resolution.
• Build Explore dashboards and support the data pipeline for executive reporting.
• Grow the CX stack: Planhat for health/lifecycle, Sierra for AI-assisted support; evaluate new CX platforms.
• Connect systems with Integrations, Data, and Security per Harvey standards.
• Run the function: manage backlog, lead enhancements, meet SLAs, QA, training, and documentation.
• Ship changes with clear trade-offs and strong communication.

Skills

Zendesk admin

Triggers & automations

Routing & forms

SLAs

Salesforce integration

APIs & webhooks

Workato

Zendesk Explore

Planhat

Gainsight

Catalyst

Documentation

AI tools

Change management

Tools

Zendesk Explore

Workato

Salesforce

Job description

Harvey is hiring a Lead System Administrator, CX, to steward Zendesk and the broader CX tech stack. You will own Zendesk modules, design scalable workflows, and manage the configuration lifecycle with governance and traceability.

You will expand the CX platform with Planhat, Sierra, and new tools while ensuring security and compliance. The role partners with Support, CX Operations, Integrations, and Data teams to drive operational excellence.