ConnectWise PSA Administrator & Migration Engineer

ConnectWise Psa Administrator & Migration Engineer

Courser is a partnership platform that helps technology service companies identify and take the next step in growth. Our organization has a strong company culture built on our values of Teamwork, Service, Growth-Minded, Trust, and Innovative. Our team dedicates their time working together to provide a phenomenal experience for our customers. Be ready to join a fast-paced, ever-evolving IT company that is bringing new customers and team members to continue strong growth into the future.

The ConnectWise Engineer is responsible for the administration, configuration, and optimization of the ConnectWise platform to support business operations, particularly in managed IT services and technology support organizations. This role ensures the ConnectWise system functions effectively to meet the needs of service delivery, sales, and finance teams. Reporting to the VP of Integration, the ConnectWise PSA Administrator & Migration Engineer works closely with internal departments to enhance workflows, provide technical support, and maintain system integrity.

Key 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.

Qualifications:

• 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.

What we do for you At Courser we prioritize our employees' personal and professional development, offering best in class training, mentorship, and opportunities for growth through our self-promotion paths. We encourage innovation and challenge the status quo. With teams across the country, we have a wealth of knowledge and a team that is eager to share and grow together. Benefit Highlights

• 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

Courser is an equal opportunity employer. Applications are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state, or local laws.