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.

Key Responsibilities Implementation Triage & Stabilization 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. Autotask Configuration & Process Improvement 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). Contracts (High Priority) 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.

Contacts / Companies / Data Integrity 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. Reporting & Dashboards 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. Integrations & API Work 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. Documentation, Training & Change Management 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.

Required Qualifications 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.

Preferred Qualifications 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…