About the Role
The consultant will assess current operational practices, identify inefficiencies, and implement structured improvements using Autotask and ITGlue to streamline service delivery and documentation for MSP clients.
Responsibilities
- Evaluate existing MSP workflows and support processes
- Identify gaps in documentation, ticketing, and automation
- Configure and optimize Autotask for service delivery workflows
- Enhance ITGlue setup for consistent, searchable documentation
- Develop standardized templates for client onboarding
- Integrate Autotask with ITGlue for seamless data flow
- Train technical teams on best practices for platform use
- Create automation rules to reduce manual tasks
- Audit documentation quality across client environments
- Improve incident response times through workflow design
- Support migration from legacy systems to unified platforms
- Establish performance metrics for service tracking
- Provide guidance on PSA and RMM alignment
- Document standard operating procedures for support teams
- Assist in change management during process transitions
- Troubleshoot synchronization issues between platforms
- Optimize time tracking and billing workflows
- Ensure compliance with internal audit standards
- Facilitate knowledge transfer sessions
- Monitor system usage and recommend enhancements
- Collaborate with leadership on scalability planning
- Implement role-based access controls
- Streamline client reporting processes
- Support integration with backup and monitoring tools
- Maintain up-to-date understanding of platform updates
Nice to Have
- Certification in Autotask or ITGlue platforms
- ITIL Foundation or equivalent credential
- Experience with Datto RMM or similar tools
- Background in cybersecurity documentation
- Prior consulting experience in MSP settings
- Exposure to large-scale documentation projects
- Knowledge of PowerShell or scripting for automation
- Experience with client-facing process reviews
- Familiarity with cloud service integration
- Track record of reducing operational overhead
Compensation
Competitive salary based on experience
Work Arrangement
Remote with flexible hours
Team
Part of a growing managed services team focused on operational efficiency
Why This Role Matters
- Efficient use of Autotask and ITGlue directly impacts service quality and team productivity.
- This role enables MSPs to deliver consistent, scalable support through better tool utilization.
What You’ll Achieve
- Reduce time spent on repetitive tasks by at least 30% through automation and process redesign.
- Improve documentation accuracy and accessibility across client accounts.
Available for qualified candidates
