Lead System Administrator

Harvey

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

Posted 10/13/2026full-timeUnited StatesSenior💰 $171,000 - $235,200 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive expertise in administering Zendesk, including designing scalable workflows and managing integrations with CRM systems. Proficient in building reporting dashboards and optimizing customer experience platforms while ensuring compliance with security standards.

Highest-signal resume keywords

Zendesk AdministrationWorkflow DesignIntegration ManagementReporting and Dashboard CreationZendesk Administrator Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Zendesk TriggersAutomationsRoutingFieldsFormsViewsMacrosSLAsSandbox TestingSQL

Soft Skills

Communication with Technical and Non-Technical PartnersProject ManagementDocumentation Habits

Tools & Technologies

Zendesk ExplorePlanhatSalesforceWorkatoSierraBigQuerySnowflake

Certifications & Qualifications

Zendesk Administrator Certification

Industry Keywords

CX PlatformsCompliance StandardsSOC 2AI Tools

Tech Stack

Tools & technologies

BigQuerySQL

About the role

Key responsibilities & impact

Administer Support, Guide, Explore, and AI features in Zendesk 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 configuration lifecycle through planning, sandbox testing, deployment, and documentation
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 for executive reporting on support performance and customer health
Support and optimize Planhat, Sierra, and other CX and CS platforms
Evaluate, implement, and administer new CX platforms as the stack expands
Work with Integrations, Data, and Security teams to connect systems in line with security and compliance standards
Manage intake, prioritization, and backlog of enhancement requests
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
Work with agents on QA and user acceptance testing
Provide training and enablement when needed
Maintain system design documentation
Ship changes that are designed, tested, documented, and communicated
Provide recommendations with clear trade-offs

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, including 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
Ability to 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