Autotask & ITGlue Consultant (MSP Process Optimization)

Nexplay Consulting Inc.; Manila; Remote; PHP 5,087,000 - 10,173,000; Part time

Job summary

Nexplay Consulting Inc. is seeking an Autotask & ITGlue Consultant to optimize MSP processes remotely. You will assess existing Autotask and ITGlue setups, implement MSP‑best practices, and tune workflows, automations, SLAs, and billing configurations.

You will also improve ITGlue structures, documentation standards, permissions, and integrations, and develop custom Autotask reports for operational and financial insights. Collaboration with leadership is essential.

Qualifications

• 3+ years hands-on experience 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).
• Experience building custom Autotask reports using LiveReports Designer.

Responsibilities

• Perform a full assessment of current Autotask and ITGlue configuration.
• Recommend and implement improvements aligned with MSP industry standards.
• Optimize Autotask workflows, queues, categories, automation, SLA, and billing setups.
• Enhance ITGlue structure, documentation standards, permissions, and integrations.
• Develop customized Autotask reports (operational, financial, SLA, ticketing, utilization).
• Identify gaps in processes and help build scalable SOPs.
• Provide training or quick-reference guides for the internal team.

Skills

Autotask PSA

ITGlue

MSP workflows

LiveReports

Communication

Tools

LiveReports Designer

Datto RMM

Job description

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.