Job Description

About the role

We're looking for a hands-on HaloPSA Implementation & Automation Specialist to set up and configure HaloPSA from scratch. You'll move the client's service desk data over from Zendesk, and connect HaloPSA to their finance, CRM, document and AI tools. You'll own the project from discovery through go-live, then keep optimizing it afterwards. The goal is a single, automated platform for service delivery.

Key responsibilities

HaloPSA setup and configuration

• Configure HaloPSA end to end: ticket types, statuses, SLAs, priorities, teams, agents, roles, permissions, and customer and site structures.
• Design service catalogues, forms, custom fields, templates and email or notification rules.
• Build reports and dashboards for service desk performance, SLA compliance and billing.

Data migration from Zendesk

• Plan and run the migration of tickets, users, organizations, attachments, macros and knowledge base articles from Zendesk to HaloPSA.
• Map data fields, clean up and deduplicate records, and check data integrity before and after cutover.
• Keep the switch-over as disruptive-free as possible, with a rollback plan ready.

Workflow automation and ticket dispatching

• Design and automate workflows for ticket intake, triage, approvals, escalations and closure.
• Set up rule-based ticket dispatching and assignment by skill, workload, client, priority or SLA.
• Configure scheduled tasks, recurring tickets and automated customer communications.

CRM

• Set up and configure HaloPSA's CRM module: leads, opportunities, pipelines, contacts, quotes and sales workflows.
• Make sure CRM, service and billing data stay in sync.

Integrations

• QuickBooks: Integrate HaloPSA with QuickBooks for invoicing, contracts, time and expense billing, and syncing customers and items.
• FlexPoint: Configure and maintain the integration between HaloPSA and FlexPoint.
• SharePoint: Link HaloPSA to SharePoint for document storage, knowledge management and file linking on tickets and clients.
• Claude (AI): Use Claude to add AI features such as 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 configurations, workflows, integrations and standard operating procedures.
• Train agents, admins and managers, and support them through adoption.
• Provide ongoing admin support, troubleshooting and continuous improvement after go-live.

Requirements

Required skills and qualifications

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

Nice to have

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