GTM Lead System Administrator
HarveyVisit Harvey website
Harvey is an AI platform for legal and professional-services organizations.
Distributed
About Harvey
Harvey provides agents and collaborative tools for legal work, including legal research, document analysis, secure workspaces, contract intelligence, and organization-level analytics.
Skills
About the Role
You will own Zendesk administration and improve the broader customer-experience systems stack. You will configure workflows and automations, manage changes and integrations, troubleshoot issues, build dashboards, optimize CX platforms, lead enhancement projects, support user testing, provide training, and maintain documentation.
Requirements
- 5+ years administering Zendesk in a high-volume, multi-team environment
- Zendesk Administrator certification
- Sandbox testing
- Controlled deployment
- Change documentation
- Zendesk integration experience using iPaaS, APIs, or webhooks
- Salesforce integration knowledge
- Zendesk Explore reporting and dashboard experience
- Experience with Planhat, Gainsight, Catalyst, or similar CX tools
- Documentation and runbook development
- AI tool fluency
Responsibilities
- Administer Zendesk Support, Guide, Explore, and AI features
- Design and maintain workflows, routing, triggers, automations, forms, fields, taxonomy, SLAs, views, macros, and queues
- Manage planning, sandbox testing, deployment, and documentation
- Manage vendor releases and platform changes
- Troubleshoot workflow and integration issues and drive root-cause resolution
- Build Zendesk Explore dashboards and reporting data pipelines
- Optimize Planhat, Sierra, and other CX platforms
- Connect systems with Integrations, Data, and Security teams
- Manage enhancement-request intake, prioritization, and backlog
- Lead enhancement projects and communicate scope, risks, and schedule changes
- Meet support and configuration SLAs
- Provide training, enablement, and system-design documentation
Benefits
- Equity