ConnectWise PSA Administrator & Migration Engineer

Who we are

COURSER is a partnership platform that helps technology service companies identify and take the next step in growth. Our organization has a strong company culture built on our values of Teamwork, Service, Growth‑Minded, Trust, and Innovative. Our team dedicates their time working together to provide a phenomenal experience for our customers. Be ready to join a fast‑paced, ever‑evolving IT company that is bringing new customers and team members to continue strong growth into the future.

The Connect Wise Engineer is responsible for the administration, configuration, and optimization of the Connect Wise platform to support business operations, particularly in managed IT services and technology support organizations. This role ensures the Connect Wise system functions effectively to meet the needs of service delivery, sales, and finance teams. Reporting to the VP of Integration, the Connect Wise PSA Administrator & Migration Engineer works closely with internal departments to enhance workflows, provide technical support, and maintain system integrity.

• Manage and administer the Connect Wise 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 Connect Wise 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 Connect Wise 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 Connect Wise users, assisting with questions, troubleshooting, and system navigation.
• Develop and deliver training materials and sessions for end users to improve proficiency with the Connect Wise platform.
• Act as a resource for best practices, usage tips, and updates to help teams leverage Connect Wise effectively.
• Work with IT and development teams to integrate Connect Wise with other systems (e.g., Quick Books, CRM, RMM tools) to improve data flow and operational efficiency.
• Identify opportunities to automate routine tasks and processes using Connect Wise’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 Connect Wise, 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 Connect Wise 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.

• 5+ years of experience working in a Connect Wise PSA Administration capacity.
• Experience in migration of CW PSA and the…