GTM Lead System Administrator
Harvey · Remote · Remote ·
COMPENSATION
$171k – $235k
Listed on the employer's job board (Ashby)
- Lead System Administrator
- Zendesk & CX Stack
- Fully remote
- Senior individual contributor
- AI-driven legal tech
You will serve as the primary systems partner for Customer Support and CX Operations, administering Zendesk and integrating it with platforms like Planhat and Sierra. The position involves designing scalable workflows, managing configuration lifecycles, and ensuring strong governance across the customer journey from pilot to renewal.
What you'll do
- Administer Zendesk Support, Guide, Explore, and AI features as the internal subject matter expert
- Design and maintain scalable workflows including routing, triggers, automations, and SLAs
- Manage the full configuration lifecycle with sandbox testing, deployment, and documentation
- Troubleshoot complex issues across workflows and integrations to drive root-cause resolution
- Support and optimize adjacent platforms like Planhat for customer health and Sierra for AI support
- Evaluate and implement new CX platforms while maintaining governance and security standards
- Lead enhancement projects by defining requirements and coordinating with stakeholders
- Build Explore dashboards to support executive reporting on support performance
What you'll need
- 5+ years administering Zendesk in high-volume, multi-team environments
- Zendesk Administrator certification (Support Admin Expert or equivalent)
- Experience with sandbox testing, controlled deployment, and change documentation
- Proficiency in building Zendesk integrations via iPaaS (Workato preferred), APIs, or webhooks
- Working knowledge of Salesforce objects, field mapping, and sync patterns
- Experience building reporting and dashboards in Zendesk Explore or similar tools
- Familiarity with Planhat, Gainsight, Catalyst, or ability to learn new CX tools quickly
- Strong documentation habits including runbooks and change records
- Fluency with AI tools to build, automate, and troubleshoot workflows
Nice to have
- Experience administering additional Zendesk products like Talk or Workforce Management
- Experience integrating AI support agents such as Sierra with Zendesk
- SQL or scripting skills for data workflows using Snowflake or BigQuery
- Background in compliance-driven environments such as SOC 2
Stack
- Zendesk
- Planhat
- Sierra
- Salesforce
- Workato
- Snowflake
- BigQuery
How you'll work
- Fully remote position
- Part of the GTM Systems team
- Partners closely with CX Operations and Support teams