Solutions Architect

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

📋 Description

• Take charge of the overall HaloPSA design, encompassing ticket types, workflows, queues, SLAs, categories, teams, and the client/self-service portal experience.

• Design and maintain the platform's data model and configuration standards for a national operation that spans multiple sites and brands.

• Establish governance practices, which include change control, configuration documentation, sandbox and development environments, and a platform roadmap.

• Assess HaloPSA features and releases, planning and executing upgrades with minimal service interruptions.

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

• Oversee users, roles, permissions, and security throughout the organization.

• Act as Tier 3 escalation for platform issues, troubleshooting integrations, automations, and any unexpected system behaviors.

• Train and empower staff while producing platform documentation and best practices.

• Create and maintain service delivery KPI reports, dashboards, and scheduled distributions.

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

• Collaborate with leadership to define actionable metrics, ensuring reporting accuracy and performance.

• Audit report definitions and reconcile figures with Finance and Service Delivery expectations.

• Design, build, and maintain integrations between HaloPSA, Datto RMM, HubSpot, and Dynamics 365 Business Central.

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

• Identify and automate manual service-lifecycle processes.

• Lead the adoption of HaloPSA AI capabilities, such as 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, and Engineering teams.

• Occasionally travel for on-site meetings.

⛳️ Requirements

• A minimum of three years of proven, hands-on experience in HaloPSA administration.

• Direct experience in building and maintaining workflows, SLAs, integrations, and reporting.

• Experience working in or with a Managed Service Provider (MSP).

• Understanding of the economics of managed services, including agreements, recurring revenue, and utilization.

• Experience designing a HaloPSA environment or leading a significant re-architecture or scaling initiative.

• Extensive knowledge of PSA concepts, including ticket lifecycle, SLAs, queuing and routing, contracts and billing structures, client portals, and knowledge management.

• Strong API and integration experience with REST APIs, webhooks, and JSON.

• Proficiency in at least one scripting or automation toolset.

• Demonstrated SQL proficiency, including the ability to write queries against a production database and convert them into reliable reporting.

• Excellent documentation and communication skills.

• Ability to translate business requirements into platform configurations and articulate technical designs to non-technical stakeholders.

• Experience supporting a large, multi-site, or national organization with hundreds of users and thousands of tickets each month.

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

• Preferred: Experience with AI enablement in a PSA or ITSM context.

• Preferred: HaloPSA certifications or formal training.

• Preferred: Familiarity with ITIL or another service management framework.

• Preferred: Experience with Microsoft Power Platform, including Power Automate, or concepts related to data warehousing and business intelligence.

🏝️ Benefits

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

• Continuous training opportunities.

• Career development prospects.

• Opportunities for advancement within a rapidly growing company.

• Collaborative company culture.

• Occasional travel for on-site meetings.