AutoTask SME

100% remote in US only
6 month+ contract
No 3rd parties
Sponsorship not available

We are seeking an experienced Autotask PSA SME to assess, remediate, and optimize a troubled/botched Autotask PSA implementation
. This person will quickly diagnose what's broken, stabilize core workflows, and rebuild or correct configuration across contracts, contacts/account structure, reporting/dashboards, and integrations via API
. You'll work closely with operations, service delivery, and leadership to restore confidence in the platform and create a sustainable operating model moving forward.

• Perform a rapid assessment of current Autotask configuration, workflows, permissions, data model, and process alignment.
• Identify root causes of implementation issues (process gaps, misconfiguration, data quality, workflow design, integration failures).
• Build and execute a remediation plan with clear priorities, milestones, and measurable outcomes.

• Rebuild or optimize core modules and workflows including (as applicable): ticketing, service calls, projects, time entry, billing, and approvals.
• Define and implement best-practice standards for naming conventions, categorization, queue structures, and required fields.
• Improve usability for technicians and operations teams (templates, automation, notifications, forms, workflow rules).

• Fix and standardize contract setup: recurring services, block hours, retainer, per-ticket, per-device/user, etc.
• Ensure correct billing rules, exclusions, proration, effective dates, and rate tables.
• Align contract configuration to operational reality and financial requirements.

• Audit and correct company/contact/account hierarchies, duplication, and missing/incorrect data.
• Establish rules for account creation, contact management, and data governance.
• Ensure proper mapping of contacts to tickets, assets/configuration items (if in use), and billing.

• Build and validate operational and executive reporting (service performance, ticket metrics, SLA, utilization, profitability, contract performance).
• Create dashboards and KPI reporting for different audiences (Service Desk, Ops, Finance, Leadership).
• Resolve reporting inconsistencies caused by category/time entry/contract misconfiguration.

• Diagnose broken integrations (RMM, accounting, quoting, ticket intake, PSA-to-ERP, etc.).
• Work with internal devs and/or vendors on Autotask API integration fixes and improvements (authentication, mappings, sync logic, error handling).
• Document integration flows and establish monitoring/alerting for failures.

• Produce clear documentation: configuration decisions, workflows, reporting definitions, integration mapping, and SOPs.
• Train admins and key users; establish a sustainable support/admin model.
• Recommend long-term governance and release/change control processes.

• 3-7+ years hands‑on experience with Autotask PSA administration/implementation (deep configuration knowledge).
• Proven experience recovering or fixing a failing/broken PSA implementation (Autotask strongly preferred).
• Strong working knowledge of:
  • Contracts/billing configuration
  • Company/contact/account structure and data governance
  • Reporting / dashboards / KPI design
  • Integrations
    , especially troubleshooting failed syncs and mapping issues
• Experience with APIs and integration concepts (REST, JSON, authentication, mappings, error handling); ability to partner effectively with developers.
• Ability to translate business processes into practical PSA workflows.
• Strong stakeholder management: can work with frustrated users, set expectations, and drive decisions.

• Experience integrating Autotask with common MSP ecosystem tools (RMM, accounting, quoting, documentation tools, etc.).
• Experience with data cleanup/migration, deduplication, and historical data normalization.
• ITIL/Service Desk operational experience (SLA, queues, categorization discipline).
• Prior MSP/IT services environment experience.

Determining…