HaloPSA Solutions Architect

NCV HOLDCO LLC • Remote, US,

6d • $105,000 - $125,000

About The Position

NetCov is seeking a HaloPSA Solutions Architect / Administrator to join its internal technology team. The role combines strategic platform design with hands-on administration and ongoing stewardship; it is not limited to configuring the platform and handing it off. The position owns HaloPSA’s structure and ongoing scalability, partnering with Service Delivery, Sales, Finance, and Engineering to support the organization. The work includes designing workflows, the data model, integrations, and roadmap, as well as configuration, automation, troubleshooting, user support, and release management. The role also owns reporting and analytics, integrations and automation across NetCov’s technology stack, and adoption of AI capabilities within HaloPSA. Occasional travel for on-site meetings may be required.

Requirements

• Three or more years of demonstrable, hands-on HaloPSA administration experience, including direct ownership of building and maintaining workflows, SLAs, integrations, and reporting; experience solely managing a third-party vendor does not meet this requirement.
• Experience working in or with an MSP and understanding managed services economics, including agreements, recurring revenue, and utilization.
• Proven experience designing a HaloPSA environment or leading a major re-architecture or scale-up.
• Deep knowledge of PSA concepts, including ticket lifecycle, SLAs, queuing and routing, contracts and billing structures, client portals, and knowledge management.
• Strong API and integration experience, including REST APIs, webhooks, and JSON, and proficiency with at least one scripting or automation toolset.
• Demonstrated SQL proficiency, including writing queries against a production database and converting them into reliable reporting.
• Excellent documentation and communication skills, including translating business requirements into platform configuration and explaining technical design to non-technical stakeholders.
• Experience supporting a large, multi-site or national organization with hundreds of users and thousands of tickets per month.

Nice To Haves

• Direct experience integrating HaloPSA with Dynamics 365 Business Central, HubSpot, and/or Datto RMM.
• Experience with AI enablement in a PSA or ITSM context, such as prompt engineering, AI-assisted triage, or evaluating AI features.
• HaloPSA certifications or formal training.
• Familiarity with ITIL or another service management framework.
• Experience with Microsoft Power Platform, including Power Automate, or with data warehousing and business intelligence concepts.

Responsibilities

• Own HaloPSA architecture, including ticket types, workflows, queues, SLAs, categories, teams, and client and self-service portal experience.
• Design and maintain the platform data model and configuration standards for a multi-site, multi-brand national operation.
• Establish platform governance, including change control, configuration documentation, sandbox and development environments, and a platform roadmap.
• Evaluate HaloPSA features and releases, and plan and execute upgrades with minimal service disruption.
• Administer HaloPSA day to day by building and modifying workflows, business rules, custom fields, templates, reports, and dashboards.
• Manage organizational users, roles, permissions, and security.
• Act as Tier 3 escalation for platform issues and troubleshoot integrations, automations, and unexpected system behavior.
• Train and enable staff, and create documentation and best practices for teams that use the platform.
• Build and maintain reporting for service delivery KPIs, including SLA attainment, response and resolution times, technician utilization, and CSAT, using HaloPSA native tools, custom reports, dashboards, and scheduled distribution.
• Develop cross-platform analytics by querying HaloPSA databases with SQL and creating queries, views, and datasets that combine Halo data with sources such as Datto RMM, HubSpot, and Dynamics 365 Business Central.
• Partner with leadership to define important metrics and ensure they are visible, accurate, and actionable.
• Maintain reporting data quality by auditing report definitions, reconciling figures with Finance and Service Delivery expectations, and managing performance as data volumes grow.
• Design, build, and maintain HaloPSA integrations with Datto RMM for alerting, monitoring ticket ingestion, and device and site synchronization; HubSpot for sales-to-service handoff, company and contact synchronization, and pipeline alignment; and Dynamics 365 Business Central for billing, contracts, and financial data flow.
• Use HaloPSA APIs, webhooks, and middleware such as Power Automate, Zapier, or custom scripts when native connectors are unavailable.
• Identify and automate manual processes across the service lifecycle.
• Lead adoption of HaloPSA AI capabilities, including AI-assisted ticket triage, summarization, response drafting, and knowledge article generation.
• Evaluate and pilot emerging AI features, measure their impact, and scale those that deliver results.
• Identify opportunities for AI to improve ticket deflection, resolution times, and technician efficiency.

Benefits

• Competitive base salary plus performance-based incentives and commissions.
• Continuous training, career development, and opportunities for advancement.
• Collaborative team culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed