H

Harvey

Builds AI software for lawyers

GTM System Administrator

Full-TimeUpdated on 10/21/2026
$171k - $235.2k/yr
Senior
Remote in USA
Remote
IT OperationsEnterprise Applications

About the job

Requirements
  • At least 5 years of experience administering Zendesk in a high-volume, multi-team environment, with deep expertise in triggers, automations, routing, fields, forms, views, macros, and service-level agreements.
  • Zendesk Administrator certification (Support Admin Expert or equivalent).
  • Experience with sandbox testing, controlled deployment, and change documentation.
  • Experience building Zendesk integrations with customer relationship management or adjacent systems via iPaaS (Workato preferred), APIs, or webhooks.
  • Working knowledge of Salesforce as an integration partner, including objects, field mapping, and synchronization patterns.
  • Experience building reporting and dashboards in Zendesk Explore or a similar tool.
  • Experience with Planhat, Gainsight, Catalyst, or similar, or the ability to ramp quickly on new customer experience 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, to build, automate, and troubleshoot.
Responsibilities
  • Administer Zendesk Support, Guide, Explore, and AI features, and act as the internal Zendesk subject matter expert.
  • Design and maintain scalable workflows, including routing, triggers, automations, forms and fields, taxonomy, service-level agreements, views, macros, and queues.
  • Manage the configuration lifecycle, including planning, sandbox testing, deployment, and documentation, with strong governance and traceability.
  • 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 behind executive reporting on support performance and customer health.
  • Support and optimize adjacent customer experience and customer success platforms, including Planhat for customer health, lifecycle, and renewal workflows and Sierra for AI-assisted support, as customer experience priorities require.
  • Evaluate, implement, and administer new customer experience platforms as the stack expands, applying the same configuration lifecycle, governance, and documentation standards used for Zendesk.
  • Work with Integrations, Data, and Security to connect systems in line with Harvey's security and compliance standards.
  • Manage intake and prioritization of enhancement requests and maintain a clear backlog.
  • Lead enhancement projects by defining requirements and acceptance criteria, coordinating stakeholders, and proactively communicating scope, risks, and schedule changes.
  • Meet operational service-level agreements for platform support and configuration requests.
  • Join Customer Experience Operations planning and agent feedback forums, and work with agents on quality assurance and user acceptance testing.
  • Provide training and enablement when needed, and maintain system design documentation.
  • Ship changes that are designed, tested, documented, and communicated, and bring firm recommendations with trade-offs rather than just problems.
Desired Qualifications
  • Experience administering additional Zendesk products, including Talk, Workforce Management, or Advanced AI.
  • Experience integrating AI support agents, such as Sierra or similar, with Zendesk.
  • SQL or scripting for data workflows; Snowflake or BigQuery.
  • Experience in compliance-driven environments, such as SOC 2.

About the company

H

Harvey

View
cbWebsite

Harvey builds AI software made specifically for legal work, used by lawyers at large law firms and corporate legal departments. It became one of the first generative AI tools rolled out across a major law firm when Allen & Overy gave it to its lawyers worldwide in 2023. Lawyers use Harvey to research legal questions, draft and review contracts, and run due diligence across large sets of documents, with answers grounded in their firm's own files and trusted legal sources. Firms pay through enterprise subscriptions, and Harvey can tailor its workflows to practice areas such as litigation and mergers. Harvey was founded in 2022 with early backing from the OpenAI Startup Fund and is based in San Francisco.

Company Size

1,001-5,000

Company Stage

Late Stage VC

Total Funding

$1.8B

Headquarters

San Francisco, California

Founded

2022

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Simplify Jobs

Simplify's Take

What believers are saying

  • Harvey is winning Big Law: 80% of the 100 top-grossing US firms use it, up from 42% in August 2025.
  • Sales are compounding: Harvey's yearly subscription revenue roughly doubled to over $400 million from March to September 2026.
  • Growth creates room to advance: Harvey's staff quadrupled from 350 in August 2025 to over 1,400 a year later.

What critics are saying

  • Busy customers eat profits: per-use AI model bills had Harvey losing 50 cents per sales dollar by June 2026.
  • Harvey's head-to-head rival is gaining: Swedish startup Legora signed elite firms Cleary Gottlieb and Linklaters by April 2026.
  • Expect long, in-office weeks: most staff come in 3+ days a week, and Harvey's COO says it isn't a 9-to-5.

What makes Harvey unique

  • Harvey taps a legal research giant's library: LexisNexis supplies its case law and checks that rulings still stand.
  • Harvey is replacing rented AI with its own: Tenet, launched August 2026, retrains Chinese startup Moonshot's Kimi K3 for law.
  • Big-firm lawyers moving to AI companies pick Harvey most: it hired 22 of 46 in the first half of 2026.

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Benefits

  • Relocation Assistance

Growth & Insights and Company News

Headcount

6 month growth

-5%

1 year growth

-4%

2 year growth

0%
LexBlog
Oct 18th, 2026
Enter through the Front Door.

Enter through the Front Door. Earlier this week, two major legal technology companies, Harvey and Legora, each announced their new AI Legal Front Door solutions on the exact same day and with the exact same solution names! What a coincidence! Front Door solutions such as theirs serve as comprehensive legal intake tools to enable business clients to engage with their in-house legal teams in a scalable manner. These announcements also demonstrate the growing importance and growing totally addressable market (TAM) of corporate legal departments as key consumers of legal AI technology. I'm a big fan of Front Doors as I have a lot of experience working with both Front Doors that were created organically by corporate legal teams and Front Doors that are licensed from third party legal technology providers. If you are in the market to license and deploy a Front Door, here's | best practices: EASE OF USE: A Front Door must be super easy and inviting to use or else business people won't embrace it. Configure a Front Door in a manner that requires business users to effortlessly add must-have information to initiate a request for legal help. TRAIN, TRAIN, TRAIN: Provide short trainings on how to use the Front Door to your clients. Record those trainings so clients can listen to them on-demand. SELF-HELP RESOURCES: Include self-help or do-it-yourself resources near the entrance to the Front Door such as contract templates, playbooks, FAQs, policies, etc...that business users can exhaust before initiating a formal request for legal help in the Front Door. Such resources need to be continually updated. AGENTIC CAPABILITY: Ideally, Front Doors should have agentic capabilities that are native to their solutions which serves as a digital concierge for users to seemlessly navigate with the Front Door. In addition, your company should create/license an agent that takes a business user directly to the Front Door from wherever they are already working and which provides the business user with quick access to applicable Front Door information. ALL ACCESS: All business users should have access to enter the Front Door when legal assistance is needed. The legal team should reinforce to business users to go to the Front Door for legal help so that matters can be properly tracked and key metrics can be created. SENIOR BUSINESS BUY-IN: Since interacting directly with a Front Door is a change in the way business people have historically interacted with the legal team, make sure that senior business leaders are on-board with this approach and that they are willing to reinforce any messaging to use the Front Door. CAUTION WITH SENSITIVE INFO: Not all business users should have access to the totality of information that may be housed in a Front Door. Be mindful of attorney-client privilege considerations as highly sensitive matters may not be appropriate for routing through a Front Door. STAY DISCIPLINED: Other than requests for individualized legal support from your CEO, SLT or Board, be persistent in requiring you business clients to leverage the Front Door when they need legal help. REPORT OUT: Use the data and key metrics from the Front Door to demonstrate how the legal team is serving as a business accelerator. TRUST IS PARAMOUNT: There are a growing number of Front Door providers nowadays. Take your time to select a provider that you can truly trust and whose solution is enterprise ready.

Legal IT Insider
Oct 16th, 2026
Hogan Lovells Cadwalader unveils firmwide AI strategy, signs with Harvey and Legora.

Hogan Lovells Cadwalader unveils firmwide AI strategy, signs with Harvey and Legora. * October 16, 2026 Hogan Lovells Cadwalader has today (16 October) unveiled a firmwide AI strategy that brings together new senior leadership, an AI board and commercial unit, alongside agreements with Harvey and Legora and continued investment in its own proprietary technology. Paul Otto will become managing partner for legal technology and AI. Otto is a partner in the global regulatory practice at the firm, based in Washington, D.C., and he is a leading advisor on AI, cybersecurity, data, technology, and digital risk. Oliver Campbell has been appointed chief transformation officer. He has been with the firm for six years and is a former capital markets lawyer. He has spent 15 years helping law firms modernize legal and business services. It is interesting to note that both are lawyers. The firm is also creating a new AI Board, which will evaluate ideas developed across the firm's practice groups and sectors to assess opportunities to use AI to enhance the delivery of legal services. It will decide whether solutions should be built internally or sourced externally, allocate resources accordingly, and oversee their development and deployment. Zaldivar commented: "AI is already transforming the way legal services are delivered, and we want to continue to be at the forefront of that change. These appointments, and our new AI Board, create the leadership, governance, and accountability needed to move quickly, make the right investment decisions, and ensure our AI strategy remains closely aligned to the needs of our clients and our firm." In addition, the firm is today announcing that it has signed agreements with Harvey and Legora. While many firms are using both, it is unusual to see these announcements both come to light, particularly at the same time. Zaldivar said: "There is no single AI solution that will meet every need of a modern global law firm. Harvey and Legora have been providing our lawyers with access to market-leading capabilities that enhance productivity and support client service across a wide range of legal tasks. At the same time, ELTEMATE will continue to develop proprietary tools, workflows, and client-facing solutions that reflect our unique expertise. Our strategy is to combine the best technology available with innovations we build ourselves, ensuring we remain agile, differentiated, and focused on the needs of our clients." The firm has also created a new commercial unit and is announcing that Bill Ferreira will take on the role of managing partner - commercial unit and client delivery. The Commercial Unit will focus on pricing, legal project management, pitching, and client delivery as the firm evolves its commercial approach and uses emerging technology, including AI, to create greater long-term value for clients. Bill Ferreira has established a leading practice at Hogan Lovells Cadwalader in government grants and international projects, advising companies and the world's top universities and hospitals on U.S. and international projects. He is the Practice Area Leader for the firm's global Government Contracts & Higher Education practice and will continue in that role. Zaldivar commented: "Clients increasingly expect their law firms to deliver not only outstanding legal advice, but also greater transparency, efficiency, and commercial rigor. Its new Commercial Unit will bring together the capabilities needed to help Legal Technology price, manage, and deliver matters more effectively, while making the most of emerging technologies, including AI, to create sustainable value for its clients. "The strength of our business, our continued growth, and the increased scale created by our merger enable us to invest in AI, technology, and innovation from a position of strength. We are doing so while remaining true to our partnership model, retaining full control of our strategic direction, and making long-term decisions based on what is right for our clients and our people. That combination of ambition, investment, and independence gives us a powerful platform for future growth." This story is being updated.

Capital Brief
Oct 16th, 2026
Joe Heck resigns as Zip US CEO.

Joe Heck resigns as Zip US CEO. Pacific Push Legal AI platform Harvey names Stewart Garret APAC vice president. 6:49pm yesterday The news: Legal AI company Harvey has appointed Stewart Garret as vice president for Asia-Pacific, effective 10 November, as the company continues to expand its regional presence. He will based in Singapore. The context: Garret brings extensive experience building and leading teams across Asia-Pacific, having previously held roles at Broadcom, MongoDB, and New Relic. In his new role, he will oversee Harvey's next phase of regional growth, deepen customer relationships and strengthen its teams, with a focus on aligning the company's expansion with customer needs. The appointment comes as Harvey continues to invest in its Asia-Pacific operations, with existing offices in Sydney and Singapore and a recently announced Tokyo office scheduled to open in early 2027. It follows the appointment Ashleigh Whittaker as a director of APAC strategy and country manager for Australia and New Zealand. Whittaker will work alongside Garret to shape Harvey's regional strategy and strengthen collaboration across its offices, while continuing to lead the Australia and New Zealand business. The source: Harvey media release Get sweat equity in your inbox. Australia's AI opportunity looks enormous, but so does the risk of a backlash. The Albanese government appears increasingly willing to bet on the boom. Brandon How · 10:59pm yesterday This week on the podcast, Firmus' failed float makes waves beyond Australia and a letter from Parliament's AI committee to the Prime Minister comes under scrutiny. Harshdeep Kaur, John McDuling, and James Hennessy · 4:32am yesterday Firmus' failed float is making waves far beyond Australia, as rising borrowing costs put the AI boom's biggest promises to the test. John McDuling · 15 October 2026

The Crypto Post
Oct 15th, 2026
Harvey launches Legal Work Orchestration for matter management.

Harvey launches Legal Work Orchestration for matter management. 4 hours ago Harvey launched Legal Work Orchestration, a matter-management layer for tasks, reviews and notifications across legal workflows. Rongchai Wang Oct 15, 2026 16:32 UTC Harvey said on Thursday that it is launching Legal Work Orchestration, a new way to organize and manage legal matters inside its platform. The company said the feature is designed to connect phases, tasks, people and review points within a matter so AI agents can execute defined steps while lawyers review outputs at designated gates. Evidence and context. In a product blog post published on October 15, 2026, Harvey said the system is intended to give legal work more structure inside the software, rather than requiring teams to rebuild each matter from scratch using checklists, prior deals or informal institutional knowledge. The company framed the launch around repeatable legal processes such as M&A transactions and quarterly compliance reviews, where tasks, documents, instructions and reviewer assignments can be captured in reusable templates. Harvey said Legal Work Orchestration includes Space Templates, task-level context, commenting on tasks and notifications, along with updates that can be made from email. According to the company, an associate opening a new buy-side acquisition can start with a Space that already contains relevant phases, tasks, playbooks, agents, collaborators and review gates. Harvey also said tasks can be assigned to another lawyer or shared with a client while keeping matter context attached. The company described review controls as central to the product. In its example, an agent can complete a change-of-control review and produce a consent matrix, after which the designated partner is notified for approval. Harvey said once the partner approves the work, the task is completed and the next step can begin. The company added that the work performed by agents will remain transparent and auditable. Harvey positioned the release as part of a broader shift in how legal teams delegate work to software. The company said that before the release of Harvey II in August, every step delegated to Harvey required a lawyer to gather documents, write instructions and move output to the next stage manually. Harvey said it expects agents to take on an additional 20% of workflow steps over the next six months and to triple that share within a year. Those figures were presented as company expectations, not independently verified results. The launch comes alongside other recent Harvey announcements, including Motion to Dismiss Workflow co-developed with LexisNexis on October 7, 2026, and Agentic Search for Document Systems on September 30, 2026. Harvey also said on October 12, 2026, that it would open a Tokyo office. The company has been expanding its product set around legal workflow automation, though the source material does not specify how the new orchestration layer will affect revenue or usage.

Legal IT Insider
Oct 13th, 2026
Exclusive: Jylo unveils '3.0' with agentic workflows, Microsoft add-ins and AI spend controls.

Exclusive: Jylo unveils '3.0' with agentic workflows, Microsoft add-ins and AI spend controls. * October 13, 2026 Legal AI platform Jylo has launched Jylo 3.0, introducing a major overhaul that moves the company beyond AI-assisted document analysis and towards more autonomous, agent-driven legal workflows. The latest release, which is being rolled out initially to early adopter customer innovation and IT teams, adds a suite of new capabilities including Outlook, PowerPoint and Excel add-ins, configurable AI agents, workflow "actions", version-controlled document management, and granular controls over AI model consumption. The launch comes just six months after Jylo 2.0, which centred on project-based AI collaboration and workflows. According to co-founder and CEO Shawn Curran, Jylo 3.0 represents both a significant technology refresh and a shift in how users interact with AI. "We've moved into more of an agentic assistant," Curran told Legal IT Insider. "Assistants have gone from being single-shot, text-in, text-out systems to being workflows. You're spinning up workflow engines and agents under the hood to execute an outcome and provide work product back." One of the most significant enhancements is the introduction of Actions, which enable organisations to trigger downstream tasks from structured data extracted by AI. Rather than simply identifying information within documents, users can automatically generate reports, create PowerPoint presentations, redact content, assemble disclosure bundles or trigger bespoke workflows. "That gap at the end was always the output," said Curran. "Actions is the next thing. It's a much more autonomous capability against the structured set of data that's been extracted." Jylo has also introduced a new Library capability that allows organisations to build and manage specialist AI agents. These agents can be configured with specific skills, knowledge sources, templates, toolsets and integrations, enabling firms to create role-specific or task-specific assistants for activities such as due diligence, document review and transaction support. Underlying these developments is expanded support for Model Context Protocol (MCP) integrations and a secure code interpreter, allowing agents to execute more complex tasks and interact with external systems. One firm involved in the early stages and signed up to roll out Jylo firmwide is Gateley, where Benjamin Carter, head of technology innovation at Gateley, told Legal IT Insider: "For us, version 3 is about moving away from being primarily focused on just being a playbook workflow automation platform to that bigger, broader workspace, because they're introducing agents and organizational knowledge and connected systems." In terms of why the firm selected Jylo over competitors Legora and Harvey, Carter said: "They're clearly significant players in the market, but for us it wasn't about choosing the biggest name. It was about finding the right fit and the right partner. We spent around six months road-testing Jylo before we made the decision to adopt it, and one of the things we really valued was the relationship. We've had direct access to the team, we've been able to influence the roadmap and we've been able to move quickly from identifying opportunities to developing real use cases." The 3.0 release also addresses a growing challenge facing enterprise AI deployments: cost control. A new credit management capability gives organisations visibility over AI consumption and allows administrators to allocate budgets, set limits, determine model access and manage usage at team or individual level. Administrators can also create custom-labelled AI models, abstracting away the growing complexity of underlying foundation models while controlling spend. "The customer should be in control," said Curran. "They should decide how models are allocated, how much is being spent, and who gets access to premium models." For legal sector customers, Jylo has further strengthened document governance by introducing version history, document check-in/check-out functionality and deeper integration with leading document management systems including iManage and NetDocuments. The addition of an AI-powered Excel add-in is expected to be particularly attractive to non-specialist users, enabling them to generate and analyse spreadsheets through natural language instructions rather than advanced Excel expertise. Commenting on the launch, James Grice, head of innovation and AI at Lawfront, told Legal Technology: "Lawfront has partnered with Jylo for some time now, and version 3 is the clearest example yet of what that partnership delivers. Legal Technology has been involved throughout the development, feeding in how its lawyers work day to day and what they actually need from legal AI, and the Jylo team have taken that seriously at every stage. "The result is a product that feels built for practice rather than demonstration. We're excited about the direction the tool is taking, and equally excited about the direction of the business behind it. There's a lot of noise in this market, and Jylo are one of the few building with real craft." Also commenting on the news, Steve Whitwham, director of business strategy implementation at Clarke Wilmott, said that working with Jylo has delivered "incredible" results around adoption while delivering on all "commercial, governance and technology facets." He said: "The Jylo team have been true partners supporting across all elements of how to successfully deliver this type of service. Importantly, the partnership has been two-way, and Jylo has sought Clarke Willmott's input to the latest iteration of their platform, Jylo 3.0. The new iteration of Jylo is a real step forward incorporating not just technology improvements but really reflecting the feedback from the legal 'shop-floor' that our shared experience over the past 15 months has identified. It is exciting to see the joint Jylo / Clarke Willmott experience of the past 15 months really coming to life in 3.0." You can watch the full product demo with Jylo's co-founder & CEO Shawn Curran below: