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 deliver a unified, automated platform that streamlines service delivery for the client.

Key Responsibilities

HaloPSA Setup and Configuration
- Configure HaloPSA comprehensively, 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, perform data cleanup and deduplication, and verify data integrity before and after migration.
- Ensure a smooth, minimally disruptive switch-over with a rollback plan in place.

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

CRM Configuration
- Set up and configure 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 the 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 needed.

Documentation, Training, and Support
- Document all 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 solutions.
- 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 techniques (CSV, SQL, or scripting).
- Experience configuring CRM modules and managing sales pipelines.
- Understanding of MSP or IT service delivery processes; ITIL certification is a plus.
- Excellent communication and documentation skills, with confidence in client-facing roles.

Preferred Qualifications
- Experience with FlexPoint integration and maintenance.
- 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.
- Certifications in HaloPSA, ITIL v4, or Microsoft technologies.
- Experience working with RMM, PSA, or accounting tools commonly used by MSPs.

This role offers the opportunity to lead a critical platform implementation, working closely with clients to deliver a seamless, automated service delivery environment.