Note: The job is a remote job and is open to candidates in USA. Courser is a partnership platform that helps technology service companies identify and take the next step in growth. The ConnectWise PSA Administrator & Migration Engineer is responsible for the administration, configuration, and optimization of the ConnectWise platform to support business operations, ensuring effective functionality for service delivery, sales, and finance teams.
Responsibilities
- Manage and administer the ConnectWise 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 ConnectWise 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 ConnectWise 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 ConnectWise users, assisting with questions, troubleshooting, and system navigation
- Develop and deliver training materials and sessions for end users to improve proficiency with the ConnectWise platform
- Act as a resource for best practices, usage tips, and updates to help teams leverage ConnectWise effectively
- Work with IT and development teams to integrate ConnectWise with other systems (e.g., QuickBooks, CRM, RMM tools) to improve data flow and operational efficiency
- Identify opportunities to automate routine tasks and processes using ConnectWise’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 ConnectWise, 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 ConnectWise 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
Skills
- 5+ years of experience working in an ConnectWise PSA Administration capacity
- Experience in migration of CW PSA and the integrations into the software
- Proven experience as a Technical leader, preferably in a managed IT services or software distribution technology-focused environment
- Strong technical understanding of IT infrastructure, cloud services, networking, and related technologies
- Excellent analytical and problem-solving skills, with the ability to synthesize complex information and make data-driven decisions
- Demonstrated experience in MSP tools
- Ability to work effectively in cross-functional teams and collaborate with diverse stakeholders, including services, projects, administrative and leadership teams
- Proactive and self-driven, with a passion for technology, innovation, and delivering exceptional customer experiences
- Security-Minded. Experience in a zero-trust security environment and demonstrates understanding of the interplay of systems to ensure compliance with Soc II Type 2
Benefits
- Competitive benefits package, including medical, dental, vision, and life insurance
- 401k match
- Unlimited Approved PTO after one year (2 weeks your first year)
- 10 Holidays including your Birthday and a Floating Holiday!
- Gym reimbursement
- Amazon Prime reimbursement
- 40 Hours for Volunteer Time
- Paid Maternity and Paternity leave
- Paid certifications
- Learning and development programs
Company Overview