{"id":2109200,"url":"https://alion.io/job/harvey-gtm-lead-system-administrator","title":"GTM Lead System Administrator","company":{"id":2669,"name":"Harvey","domain":"harvey.ai","url":"https://alion.io/company/harvey","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":81,"open_postings":101,"ghost_share":0,"stale_share":0.743,"repost_share":0.03,"time_to_fill_p50_days":43,"computed_at":"2026-10-30T05:48:23Z"}},"role":"DevOps","role_family":"DevOps","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":171000,"max":235200,"currency":"USD","period":"year","gross":null,"usd_annual":235200},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Google BigQuery","optional":false},{"name":"Snowflake","optional":false},{"name":"SOC 2","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-08T19:43:24Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-30T15:31:14Z","board_verified":true,"closed_at":null,"days_open":21,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":21},"description":"Why Harvey\nAt Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come.\nThis is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor support. We’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth - personal, professional, and financial - is unmatched.\nOur team moves fast, takes ownership, and is deeply committed to the mission - operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.\nAt Harvey, the future of professional services is being written today - and we’re just getting started.\nRole Overview\nHarvey is building a best-in-class go-to-market engine, and we're looking for a Lead System Administrator, CX is a senior individual contributor responsible for administering, operating, and continuously improving Harvey's Zendesk platform and the broader Customer Experience systems stack, including Planhat, Sierra, and new platforms as they are adopted, across the full customer journey from pilot through renewal. Zendesk is the primary system of ownership; the stack around it is growing, and this role grows with it.\nThis role applies deep platform expertise to design scalable workflows, implement automation, and maintain system reliability so Zendesk and its integrations evolve alongside the business while maintaining strong governance, documentation, and stability. You'll balance hands-on configuration with operational improvement and serve as the primary systems partner to Customer Support and CX Operations leadership.\nThe role sits within GTM Systems and partners closely with CX Operations, Support, Customer Success, Integrations, and Data teams. Success requires strong technical judgment, operational ownership, and the ability to independently translate operational requirements into scalable, reliable system configurations.\nWhat You'll Do\nOwn Zendesk\nAdminister Support, Guide, Explore, and AI features, and act as the internal Zendesk subject matter expert.\n\nDesign and maintain scalable workflows: routing, triggers, automations, forms and fields, taxonomy, SLAs, views, macros, and queues.\n\nManage the configuration lifecycle (planning, sandbox testing, deployment, documentation) with strong governance and traceability.\n\nManage vendor releases and platform changes, including the upcoming OAuth migration.\n\nTroubleshoot complex issues across workflows and integrations, and drive root-cause resolution.\n\nBuild Explore dashboards and support the data pipeline behind executive reporting on support performance and customer health.\n\nGrow the CX stack\nSupport and optimize adjacent CX and CS platforms, including Planhat for customer health, lifecycle, and renewal workflows and Sierra for AI-assisted support, as CX priorities require.\n\nEvaluate, implement, and administer new CX platforms as the stack expands, applying the same configuration lifecycle, governance, and documentation standards used for Zendesk.\n\nWork with Integrations, Data, and Security to connect systems in line with Harvey's security and compliance standards.\n\nRun the function\nManage intake and prioritization of enhancement requests and maintain a clear backlog.\n\nLead enhancement projects: define requirements and acceptance criteria, coordinate stakeholders, and communicate scope, risks, and schedule changes proactively.\n\nMeet operational SLAs for platform support and configuration requests.\n\nJoin CX Operations planning and agent feedback forums, and work with agents on QA and user acceptance testing.\n\nProvide training and enablement when needed, and maintain system design documentation.\n\nShip changes that are designed, tested, documented, and communicated, and bring firm recommendations with trade-offs rather than just problems.\n\nWhat You Have\n5+ years administering Zendesk in a high-volume, multi-team environment, with deep expertise in triggers, automations, routing, fields, forms, views, macros, and SLAs\n\nZendesk Administrator certification (Support Admin Expert or equivalent)\n\nExperience with sandbox testing, controlled deployment, and change documentation\n\nExperience building Zendesk integrations with CRM or adjacent systems via iPaaS (Workato preferred), APIs, or webhooks\n\nWorking knowledge of Salesforce as an integration partner (objects, field mapping, sync patterns)\n\nExperience building reporting and dashboards in Zendesk Explore or a similar tool\n\nExperience with Planhat, Gainsight, Catalyst, or similar, or a demonstrated ability to ramp quickly on new CX tools\n\nStrong documentation habits, including runbooks and change records\n\nAbility to translate operational workflows into scalable configurations and communicate with technical and non-technical partners\n\nAbility to manage multiple initiatives independently\n\nFluency with AI tools (including Zendesk AI and general-purpose assistants) to build, automate, and troubleshoot\n\nBonus\nExperience administering additional Zendesk products (Talk, Workforce Management, Advanced AI).\n\nExperience integrating AI support agents (Sierra or similar) with Zendesk.\n\nSQL or scripting for data workflows; Snowflake or BigQuery.\n\nExperience in compliance-driven environments (SOC 2, etc.).\n\nCompensation\n$171,000 - $235,200 USD\nDepending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Noticeshere.\nHarvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.\nWe are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing ","description_format":"text","description_chars":6408,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["LLM & Generative AI","Document AI","Legal AI"],"lifecycle":[{"event":"open","at":"2026-10-08T21:37:43Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":162500,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":57,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":0.9,"age_days":21,"expected_fill_days":43,"reasons":["conf:3","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-10-30T05:48:23Z"},"pay":{"stated_usd_annual":235200,"is_top_pay":true},"html_url":"https://alion.io/job/harvey-gtm-lead-system-administrator","json_url":"https://alion.io/job/harvey-gtm-lead-system-administrator.json","meta":{"generated_at":"2026-10-30T17:52:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6663,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2669},"rest":"https://alion.io/mcp/rest/get_company?id=2669"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fharvey-gtm-lead-system-administrator"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fharvey-gtm-lead-system-administrator"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fharvey-gtm-lead-system-administrator"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/harvey-gtm-lead-system-administrator\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fharvey-gtm-lead-system-administrator"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2109200}},{"tool":"search_jobs","arguments":{"company":"harvey.ai","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2109200},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}