AutoTask SME POST NUMBER: 464789
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.
Key Responsibilities
Implementation Triage & Stabilization
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Perform a rapid assessment of current Autotask configuration, workflows, permissions, data model, and process alignment.
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Identify root causes of implementation issues (process gaps, misconfiguration, data quality, workflow design, integration failures).
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Build and execute a remediation plan with clear priorities, milestones, and measurable outcomes.
Autotask Configuration & Process Improvement
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Rebuild or optimize core modules and workflows including (as applicable): ticketing, service calls, projects, time entry, billing, and approvals.
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Define and implement best-practice standards for naming conventions, categorization, queue structures, and required fields.
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Improve usability for technicians and operations teams (templates, automation, notifications, forms, workflow rules).
Contracts (High Priority)
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Fix and standardize contract setup: recurring services, block hours, retainer, per-ticket, per-device/user, etc.
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Ensure correct billing rules, exclusions, proration, effective dates, and rate tables.
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Align contract configuration to operational reality and financial requirements.
Contacts / Companies / Data Integrity
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Audit and correct company/contact/account hierarchies, duplication, and missing/incorrect data.
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Establish rules for account creation, contact management, and data governance.
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Ensure proper mapping of contacts to tickets, assets/configuration items (if in use), and billing.
Reporting & Dashboards
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Build and validate operational and executive reporting (service performance, ticket metrics, SLA, utilization, profitability, contract performance).
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Create dashboards and KPI reporting for different audiences (Service Desk, Ops, Finance, Leadership).
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Resolve reporting inconsistencies caused by category/time entry/contract misconfiguration.
Integrations & API Work
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Diagnose broken integrations (RMM, accounting, quoting, ticket intake, PSA-to-ERP, etc.).
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Work with internal devs and/or vendors on Autotask API integration fixes and improvements (authentication, mappings, sync logic, error handling).
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Document integration flows and establish monitoring/alerting for failures.
Documentation, Training & Change Management
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Produce clear documentation: configuration decisions, workflows, reporting definitions, integration mapping, and SOPs.
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Train admins and key users; establish a sustainable support/admin model.
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Recommend long-term governance and release/change control processes.
Required Qualifications
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3–7 years hands-on experience with Autotask PSA administration/implementation (deep configuration knowledge).
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Proven experience recovering or fixing a failing/broken PSA implementation (Autotask strongly preferred).
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Strong working knowledge of:
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Contracts/billing configuration
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Company/contact/account structure and data governance
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Reporting / dashboards / KPI design
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Integrations, especially troubleshooting failed syncs and mapping issues
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Experience with APIs and integration concepts (REST, JSON, authentication, mappings, error handling); ability to partner effectively with developers.
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Ability to translate business processes into practical PSA workflows.
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Strong stakeholder management: can work with frustrated users, set expectations, and drive decisions.
Preferred Qualifications
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Experience integrating Autotask with common MSP ecosystem tools (RMM, accounting, quoting, documentation tools, etc.).
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Experience with data cleanup/migration, deduplication, and historical data normalization.
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ITIL/Service Desk operational experience (SLA, queues, categorization discipline).
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Prior MSP/IT services environment experience.
Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan. Additional disclaimer: Unless otherwise noted in the job description, the position Vaco/Highspring is filing for is occupied. Please note, however, that Vaco/Highspring is regularly asked to provide talent to other organizations. By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions. Submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. Further assessment of candidates beyond this initial phase within Vaco/Highspring will be otherwise assessed by recruiters and hiring managers. Vaco/Highspring does not have knowledge of the tools used by its clients in making final hiring decisions and cannot opine on their use of AI products.
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.
EEO Notice
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.
Privacy Notice
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.
- California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
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.