Autotask & ITGlue Consultant – MSP Process Optimization

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Conduct a comprehensive evaluation of our existing Autotask and ITGlue configurations.

• Suggest and implement enhancements that comply with MSP industry standards.

• Streamline workflows, queues, ticket categories, automation rules, SLA settings, and billing configurations within Autotask.

• Improve ITGlue's structure, documentation protocols, user permissions, and integration processes.

• Create tailored Autotask reports (operational, financial, SLA, ticketing, utilization, executive dashboards).

• Identify process gaps and assist in developing scalable documentation and standard operating procedures (SOPs).

• Provide training sessions or quick-reference materials for our internal team as needed.

⛳️ Requirements

• Over 3 years of hands-on experience with Autotask PSA and ITGlue.

• Demonstrated success in configuring PSA/Documentation platforms within an MSP setting.

• Strong grasp of MSP operational frameworks (ticketing workflows, dispatching, SLAs, billing, project management).

• Experience in creating custom Autotask reports using the LiveReports Designer.

• Capability to troubleshoot configuration issues and provide clear, actionable recommendations.

• Exceptional communication skills and the ability to work collaboratively with operational leadership.

• Preferred: Experience with Datto RMM or other RMM platforms.

• Familiarity with ITIL principles and service delivery frameworks.

• Previous experience in standardizing documentation environments for MSPs.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and training.

• Flexible work hours and remote work options.

• A supportive and collaborative work environment.