HaloPSA Implementation & Automation Specialist

We are seeking a hands-on HaloPSA Implementation & Automation Specialist to lead the setup and configuration of HaloPSA from the ground up. This role involves migrating service desk data from Zendesk, integrating HaloPSA with finance, CRM, document management, and AI tools, and managing the project from initial discovery through to go-live and ongoing optimization. The ultimate objective is to establish a unified, automated platform that streamlines service delivery for our clients.

Key Responsibilities

HaloPSA Setup and Configuration
- Configure all aspects of HaloPSA including ticket types, statuses, SLAs, priorities, teams, agents, roles, permissions, and customer/site structures.
- Design service catalogs, forms, custom fields, templates, and notification rules for emails and alerts.
- Develop reports and dashboards to monitor service desk performance, SLA compliance, and billing accuracy.

Data Migration from Zendesk
- Plan and execute the migration of tickets, users, organizations, attachments, macros, and knowledge base articles from Zendesk to HaloPSA.
- Map data fields, clean and deduplicate records, and verify data integrity before and after migration.
- Ensure a smooth, minimally disruptive cutover with a rollback plan in place if needed.

Workflow Automation and Ticket Dispatching
- Design and automate workflows for ticket intake, triage, approvals, escalations, and closure.
- Implement rule-based ticket dispatching and assignment based on skill, workload, client, priority, or SLA.
- Configure scheduled tasks, recurring tickets, and automated customer communications.

CRM Configuration
- Set up and manage HaloPSA’s CRM module, including leads, opportunities, pipelines, contacts, quotes, and sales workflows.
- Ensure synchronization between CRM, service, and billing data.

Integrations
- Integrate HaloPSA with QuickBooks for invoicing, contracts, time and expense billing, and syncing customers and items.
- Configure and maintain integration with FlexPoint.
- Link HaloPSA to SharePoint for document storage, knowledge management, and file linking on tickets and clients.
- Utilize Claude AI to enhance ticket summaries, suggested replies, classification, knowledge base drafting, and smart routing.
- Build and maintain API, webhook, and middleware integrations as required.

Documentation, Training, and Support
- Document configurations, workflows, integrations, and standard operating procedures.
- Train agents, administrators, and managers, supporting them through adoption phases.
- Provide ongoing administrative support, troubleshooting, and continuous improvement post go-live.

Required Qualifications
- Minimum of 4 years’ experience in PSA or ITSM administration or implementation, with at least 2 years of hands-on HaloPSA expertise.
- Proven track record migrating data from Zendesk or similar helpdesk platforms to PSA or ITSM systems.
- Strong experience in workflow automation, SLA design, and ticket dispatching or routing rules.
- Hands-on experience integrating QuickBooks (Online or Desktop) with PSA platforms for billing and invoicing.
- Familiarity with Microsoft 365 and SharePoint integration and permissions management.
- Working knowledge of REST APIs, webhooks, JSON, and data mapping using CSV, SQL, or scripting.
- Experience configuring CRM modules and managing sales pipelines.
- Understanding of MSP or IT service delivery processes; ITIL knowledge is a plus.
- Excellent communication and documentation skills, with the ability to work directly with clients.

Preferred Qualifications
- Experience with FlexPoint integration.
- Familiarity with Claude or other large language models (LLMs) in business workflows, including prompt design and API integration.
- Scripting skills in PowerShell or Python, or experience with integration platforms such as Power Automate, Zapier, or Make.
- Relevant certifications such as HaloPSA, ITIL v4, or Microsoft certifications.
- Experience with RMM, PSA, or accounting tools commonly used by MSPs.

This role offers the opportunity to take full ownership of a critical platform implementation, working closely with clients to deliver a seamless and automated service delivery solution.