Solutions Architect

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

📋 Description

• Take ownership of the complete HaloPSA design, which encompasses ticket types, workflows, queues, SLAs, categories, teams, and the client/self-service portal experience.

• Create and uphold the platform's data model and configuration standards for a national operation with multiple sites and brands.

• Implement governance practices, manage change control, maintain configuration documentation, and oversee sandbox/development environments and a platform roadmap.

• Assess HaloPSA features and releases while executing upgrades with minimal disruption.

• Conduct daily administration tasks, including managing workflows, business rules, custom fields, templates, reports, and dashboards.

• Oversee users, roles, permissions, and security protocols.

• Act as Tier 3 support for platform-related issues, including troubleshooting integrations, automations, and unexpected behaviors.

• Provide training for staff and create documentation and best practices.

• Develop and sustain service-delivery KPI reports, dashboards, and scheduled distributions.

• Create cross-platform analytics using SQL queries, views, and datasets that integrate HaloPSA data with Datto RMM, HubSpot, and Dynamics 365 Business Central.

• Review report definitions, reconcile figures with Finance and Service Delivery expectations, and ensure optimal reporting performance.

• Design and maintain integrations that involve Datto RMM, HubSpot, and Dynamics 365 Business Central.

• Utilize the HaloPSA API, webhooks, Power Automate, Zapier, or custom scripts for integrations and automation purposes.

• Identify and automate manual processes within the service lifecycle.

• Lead the implementation of AI capabilities for tasks like ticket triage, summarization, response drafting, and knowledge article generation.

• Evaluate, pilot, measure, and scale AI features that enhance ticket deflection, resolution times, and technician efficiency.

• Collaborate with Service Delivery, Sales, Finance, Engineering, and leadership teams.

⛳️ Requirements

• A minimum of three years of hands-on experience in HaloPSA administration, including direct responsibility for developing and maintaining workflows, SLAs, integrations, and reporting.

• Experience in or with a Managed Service Provider (MSP), possessing an understanding of managed services economics, including agreements, recurring revenue, and utilization rates.

• Proven track record in designing a HaloPSA environment or leading significant re-architecture or scaling efforts.

• In-depth knowledge of PSA concepts, such as ticket lifecycle management, SLAs, queuing and routing, contracts and billing structures, client portals, and knowledge management.

• Strong experience with APIs and integrations (REST APIs, webhooks, and JSON).

• Proficiency in at least one scripting or automation toolkit.

• Demonstrated SQL skills, including the ability to write queries against a production database and translate them into dependable reporting.

• Exceptional documentation and communication abilities, capable of converting business requirements into platform configurations and conveying technical designs to non-technical stakeholders.

• Experience supporting a large, multi-site or national organization, managing hundreds of users and thousands of tickets monthly.

• Direct experience with integrating HaloPSA with Dynamics 365 Business Central, HubSpot, and/or Datto RMM.

• Familiarity with AI implementation in a PSA or ITSM context, including prompt engineering, AI-assisted triage, or evaluating AI functionalities.

• Certifications or formal training in HaloPSA.

• Understanding of ITIL or other service management frameworks.

• Experience with Microsoft Power Platform, including Power Automate, or knowledge of data warehousing and business intelligence concepts.

🏝️ Benefits

• Competitive base salary along with performance-based incentives and commissions.

• Ongoing training opportunities.

• Career development support.

• Opportunities for advancement within the organization.

• A collaborative work culture.

• Occasional travel for on-site meetings.