Lead System Administrator

Harvey

. Administer Support, Guide, Explore, and AI features and serve as the internal Zendesk subject matter expert .

Posted 10/8/2026full-timeNew York City • New York • United StatesSenior💰 $171,000 - $235,200 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in administering Zendesk, including managing configurations, workflows, and integrations while ensuring compliance with security standards. Proficient in building reporting dashboards and optimizing customer experience platforms to enhance operational efficiency.

Highest-signal resume keywords

Zendesk AdministrationZendesk Triggers And AutomationsZendesk Administrator CertificationBuilding Zendesk IntegrationsExperience With CX Platforms

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Zendesk Configuration ManagementWorkflow DesignSandbox TestingBuilding DashboardsSQLScriptingIntegration DevelopmentChange DocumentationData Pipeline ManagementCompliance Standards

Soft Skills

Strong Documentation HabitsCommunication SkillsIndependent Initiative Management

Tools & Technologies

Zendesk ExploreWorkatoSalesforcePlanhatSierraAI Tools

Certifications & Qualifications

Zendesk Administrator Certification

Industry Keywords

High-Volume EnvironmentMulti-Team EnvironmentOperational SLAsCompliance-Driven EnvironmentsSOC 2

Tech Stack

Tools & technologies

BigQuerySQL

About the role

Key responsibilities & impact

Administer Support, Guide, Explore, and AI features and serve as the internal Zendesk subject matter expert
Design and maintain scalable workflows, including routing, triggers, automations, forms, fields, taxonomy, SLAs, views, macros, and queues
Manage the Zendesk configuration lifecycle from planning and sandbox testing through deployment and documentation
Manage vendor releases and platform changes, including the upcoming OAuth migration
Troubleshoot complex workflow and integration issues and drive root-cause resolution
Build Explore dashboards and support the data pipeline for executive reporting on support performance and customer health
Support and optimize adjacent CX and CS platforms, including Planhat and Sierra
Evaluate, implement, and administer new CX platforms as the stack expands
Work with Integrations, Data, and Security to connect systems according to security and compliance standards
Manage enhancement-request intake, prioritization, and backlog
Lead enhancement projects by defining requirements and acceptance criteria, coordinating stakeholders, and communicating scope, risks, and schedule changes
Meet operational SLAs for platform support and configuration requests
Participate in CX Operations planning and agent feedback forums and support QA and user acceptance testing
Provide training and enablement and maintain system design documentation
Ship changes that are designed, tested, documented, and communicated

Requirements

What you’ll need

5+ years 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 (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, APIs, or webhooks; Workato preferred
Working knowledge of Salesforce objects, field mapping, and sync patterns
Experience building reporting and dashboards in Zendesk Explore or a similar tool
Experience with Planhat, Gainsight, Catalyst, or similar, or 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
Bonus: experience administering Zendesk Talk, Workforce Management, or Advanced AI
Bonus: experience integrating AI support agents such as Sierra with Zendesk
Bonus: SQL or scripting for data workflows; Snowflake or BigQuery
Bonus: experience in compliance-driven environments such as SOC 2

Benefits

Comp & perks

Equity plan
Bonus eligibility
Comprehensive health coverage
Dental coverage
Vision coverage
Retirement benefits with 401(k) match up to 4%
Flexible PTO
Reasonable accommodations for applicants with disabilities