Onboarding Specialist

ONBOARDING SPECIALIST Lansing, MI, USA Convergence Networks is one of North America’s leading managed service and managed security providers. We are a service company focused on helping Clients leverage technology as a strategic tool and proactively protecting their business. We are fueled by providing outstanding service and sharing our passion for innovative technology as part of our integrated solutions. We deliver managed IT services, professional services, and business transformation programs across North America, empowering clients to thrive in a cloud-first, AI-enabled world.

POSITION SUMMARY The Onboarding Specialist plays a critical role in delivering a consistent, high quality onboarding experience for Convergence Networks’ customers. This role combines hands on technical implementation, managed services tool deployment, and structured project management to ensure customers are fully prepared for day to day service delivery.

Acting as a bridge between customers and internal service teams, the Onboarding Specialist sets up onboarding projects, create and maintain onboarding SOPs, deploys and coordinates tools such as RMM, Network monitoring, Microsoft 365 tools, and security tools, leads onboarding check in meetings, and ensures documentation and communication are clear, accurate, and timely.

WHAT WILL YOU DO AS AN ONBOARDING SPECALIST?

MSP Tooling & Technical Enablement Deploy, configure, and validate managed services tooling, including:

RMM platformsPSA / ticketing systems

Microsoft 365 tenant administration

Security tools (endpoint protection, MFA, security baselines, monitoring)
Support technical discovery activities, including environment reviews and onboarding readiness checks

Assist with user, device, and tenant onboarding activities in alignment with Convergence Networks standards

Ensure all technical onboarding steps are completed, validated, and ready for service handoff

Onboarding Project Coordination Set up and manage onboarding projects within PSA and project management tools

Build onboarding tickets schedules, assign tickets, and track completion across internal teams

Lead or facilitate onboarding check in meetings with customers and internal stakeholders

Monitor onboarding progress, identify risks or blockers, and escalate as required

Ensure onboarding deliverables are completed within defined timelines

Documentation & Process Create, maintain, and update onboarding documentation, including:

Technical configurations

Customer environment detailsSOPs and onboarding checklists

Ensure documentation is complete, accurate, and handoff ready for Service Desk and Service Delivery teams

Contribute to continuous improvement of onboarding standards, templates, and workflows

Customer & Internal Communication Partner with internal Points of Contact (POCs) to provide clear and timely onboarding updates to customers

Act as a consistent onboarding touchpoint throughout the customer transition period

Translate technical concepts into clear, customer friendly explanations

Ensure customer expectations, scope, and responsibilities are documented and understood

Continuous Improvement Identify opportunities to streamline onboarding processes and improve efficiency

Provide feedback on tooling, automation, and onboarding experience enhancements

Support onboarding metrics and reporting to drive consistency and quality WHAT QUALIFICATIONS DO I

NEED TO HAVE ?2+ years of experience as:a Project Manager or Project Coordinator in an IT environment, ora technical role within an MSP, IT services, or systems integration environment

Hands on experience with managed services tools, including:

RMM platformsPSA / ticketing systems

Microsoft 365 administration

Endpoint and security platforms

Strong organizational skills with the ability to manage multiple onboarding activities simultaneously

Clear written and verbal communication skills, particularly in customer facing situations WOULD BE GREAT IF YOU HAD Educational background in Computer Science, Information Technology, or a related field

Experience working in a Managed Service Provider (MSP) environment

Familiarity with IT service delivery models, onboarding frameworks, or system…