Autotask & ITGlue Consultant (MSP Process Optimization)
Engagement: Contract (Hourly consult with aggressive completion date)
Location: Remote
Department: IT Operations / MSP Systems
About Us
We are a growing Managed Services Provider that has been using Autotask PSA and ITGlue for three years. As our operations continue to scale, we are looking for an expert consultant who can evaluate our current environment, fine‑tune our configurations, and implement MSP‑industry best practices across both platforms.
What You’ll Do
- Perform a full assessment of our current Autotask and ITGlue configuration.
- Recommend and implement improvements aligned with MSP industry standards.
- Optimize workflows, queues, ticket categories, automation rules, SLA configurations, and billing setups within Autotask.
- Enhance ITGlue structure, documentation standards, permissions, and integrations.
- Develop customized Autotask reports (operational, financial, SLA, ticketing, utilization, executive dashboards).
- Identify gaps in processes and help build scalable documentation and SOPs.
- Provide training sessions or quick‑reference guides for our internal team, if needed.
Required Experience
- 3+ years hands-on expertise with Autotask PSA and ITGlue.
- Proven track record configuring PSA/Documentation platforms in an MSP environment.
- Strong understanding of MSP operational frameworks (ticketing workflows, dispatching, SLAs, billing, project management).
- Experience building custom Autotask reports using the LiveReports Designer.
- Ability to diagnose configuration issues and propose clear, actionable solutions.
- Excellent communication skills and ability to collaborate with operational leadership.
Nice-to-Have
- Experience with Datto RMM or other RMM platforms.
- Exposure to ITIL concepts and service delivery frameworks.
- Prior work standardizing documentation environments for MSPs.
What Success Looks Like
Within a short engagement window, you will help us:
- Achieve a clean, standardized Autotask configuration that matches how our business operates.
- Improve documentation consistency and structure within ITGlue.
- Establish reporting dashboards that provide real business insights.
- Implement processes our team can confidently maintain long-term.
