100% remote in US only
6 month+ contract
No 3rd parties
Sponsorship not available
We are seeking an experienced Autotask PSA SME to assess, remediate, and optimize a troubled/botched Autotask PSA implementation. This person will quickly diagnose what’s broken, stabilize core workflows, and rebuild or correct configuration across contracts, contacts/account structure, reporting/dashboards, and integrations via API. You’ll work closely with operations, service delivery, and leadership to restore confidence in the platform and create a sustainable operating model moving forward.
Perform a rapid assessment of current Autotask configuration, workflows, permissions, data model, and process alignment.
Identify root causes of implementation issues (process gaps, misconfiguration, data quality, workflow design, integration failures).
Build and execute a remediation plan with clear priorities, milestones, and measurable outcomes.
Rebuild or optimize core modules and workflows including (as applicable): ticketing, service calls, projects, time entry, billing, and approvals.
Define and implement best-practice standards for naming conventions, categorization, queue structures, and required fields.
Improve usability for technicians and operations teams (templates, automation, notifications, forms, workflow rules).
Fix and standardize contract setup: recurring services, block hours, retainer, per-ticket, per-device/user, etc.
Ensure correct billing rules, exclusions, proration, effective dates, and rate tables.
Align contract configuration to operational reality and financial requirements.
Audit and correct company/contact/account hierarchies, duplication, and missing/incorrect data.
Establish rules for account creation, contact management, and data governance.
Ensure proper mapping of contacts to tickets, assets/configuration items (if in use), and billing.
Build and validate operational and executive reporting (service performance, ticket metrics, SLA, utilization, profitability, contract performance).
Create dashboards and KPI reporting for different audiences (Service Desk, Ops, Finance, Leadership).
Resolve reporting inconsistencies caused by category/time entry/contract misconfiguration.
Diagnose broken integrations (RMM, accounting, quoting, ticket intake, PSA-to-ERP, etc.).
Work with internal devs and/or vendors on Autotask API integration fixes and improvements (authentication, mappings, sync logic, error handling).
Document integration flows and establish monitoring/alerting for failures.
Produce clear documentation: configuration decisions, workflows, reporting definitions, integration mapping, and SOPs.
Train admins and key users; establish a sustainable support/admin model.
Recommend long-term governance and release/change control processes.
3–7+ years hands-on experience with Autotask PSA administration/implementation (deep configuration knowledge).
Proven experience recovering or fixing a failing/broken PSA implementation (Autotask strongly preferred).
Strong working knowledge of:
Contracts/billing configuration
Company/contact/account structure and data governance
Reporting / dashboards / KPI design
Integrations, especially troubleshooting failed syncs and mapping issues
Experience with APIs and integration concepts (REST, JSON, authentication, mappings, error handling); ability to partner effectively with developers.
Ability to translate business processes into practical PSA workflows.
Strong stakeholder management: can work with frustrated users, set expectations, and drive decisions.
Experience integrating Autotask with common MSP ecosystem tools (RMM, accounting, quoting, documentation tools, etc.).
Experience with data cleanup/migration, deduplication, and historical data normalization.
ITIL/Service Desk operational experience (SLA, queues, categorization discipline).
Prior MSP/IT services environment experience.
Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact
HR@vaco.com
.Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Vaco by Highspring and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco by Highspring”) respects your privacy and are committed to providing transparent notice of our policies.
Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.