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Courser · 5 months ago

ConnectWise PSA Administrator & Migration Engineer

United States

Full-time

Remote

Mid, Senior Level

5+ years exp

Courser is a partnership platform that helps technology service companies grow. The ConnectWise PSA Administrator & Migration Engineer is responsible for the administration, configuration, and optimization of the ConnectWise platform, ensuring it meets the operational needs of service delivery, sales, and finance teams.

Information Technology & Services

Responsibilities

Manage and administer the ConnectWise platform, including setup, configuration, and updates

Oversee user accounts, permissions, roles, and security settings to ensure data integrity and user access control

Monitor system performance, troubleshoot issues, and apply best practices to ensure optimal performance

Manage, execute and support the migration of new platform partners into the Courser ConnectWise PSA instance

Configure workflows, automations, ticketing queues, and service board settings to align with organizational processes

Customize fields, reports, and dashboards to meet the specific needs of departments such as support, sales, and finance

Develop and implement templates, custom views, and workflows to enhance team productivity and streamline operations

Ensure data accuracy and consistency across the ConnectWise platform, including customer information, ticket data, and financial records

Implement and maintain data hygiene practices to eliminate duplicates, ensure accurate records, and maintain a clean database

Create and maintain regular data reports and audits to track system health and usage

Provide technical support for ConnectWise users, assisting with questions, troubleshooting, and system navigation

Develop and deliver training materials and sessions for end users to improve proficiency with the ConnectWise platform

Act as a resource for best practices, usage tips, and updates to help teams leverage ConnectWise effectively

Work with IT and development teams to integrate ConnectWise with other systems (e.g., QuickBooks, CRM, RMM tools) to improve data flow and operational efficiency

Identify opportunities to automate routine tasks and processes using ConnectWise’s automation capabilities

Maintain and troubleshoot integrations, ensuring data flows correctly and addressing any issues that arise

Develop and maintain custom reports and dashboards to provide insights into service delivery, SLAs, sales performance, and financial metrics

Analyze data trends and key performance indicators (KPIs) to support decision-making and improve operations

Provide regular reporting and recommendations to management on system utilization and performance metrics

Stay informed on updates, patches, and new features released by ConnectWise, ensuring the system remains current and fully utilized

Perform regular maintenance tasks, including backups, system updates, and troubleshooting as needed

Test and implement new features, ensuring they integrate smoothly with existing configurations

Identify areas for process improvement within ConnectWise workflows and recommend solutions to enhance productivity and efficiency

Document system configurations, workflows, and customizations to maintain an accurate and up-to-date system knowledge base

Maintain a record of system changes, including updates, issues, and resolutions, for future reference

Qualification

ConnectWise PSA AdministrationMigration of CW PSATechnical leadershipIT infrastructureCloud servicesNetworkingAnalytical skillsProactive attitudeSecurity-mindedExperience in MSP toolsProblem-solving skillsCross-functional collaboration

Required

5+ years of experience working in an ConnectWise PSA Administration capacity

Experience in migration of CW PSA and the integrations into the software

Proven experience as a Technical leader, preferably in a managed IT services or software distribution technology-focused environment

Strong technical understanding of IT infrastructure, cloud services, networking, and related technologies

Excellent analytical and problem-solving skills, with the ability to synthesize complex information and make data-driven decisions

Demonstrated experience in MSP tools

Ability to work effectively in cross-functional teams and collaborate with diverse stakeholders, including services, projects, administrative and leadership teams

Proactive and self-driven, with a passion for technology, innovation, and delivering exceptional customer experiences

Security-Minded. Experience in a zero-trust security environment and demonstrates understanding of the interplay of systems to ensure compliance with Soc II Type 2