Onboarding Specialist

Convergence Networks•Lansing, MI

14d•Onsite

About The Position

The Onboarding Specialist plays a critical role in delivering a consistent, high quality onboarding experience for Convergence Networks’ customers. This role combines hands on technical implementation, managed services tool deployment, and structured project management to ensure customers are fully prepared for day to day service delivery. Acting as a bridge between customers and internal service teams, the Onboarding Specialist sets up onboarding projects, create and maintain onboarding SOPs, deploys and coordinates tools such as RMM, Network monitoring, Microsoft 365 tools, and security tools, leads onboarding check in meetings, and ensures documentation and communication are clear, accurate, and timely.

Requirements

2+ years of experience as: a Project Manager or Project Coordinator in an IT environment, or a technical role within an MSP, IT services, or systems integration environment.
Hands on experience with managed services tools, including: RMM platforms, PSA / ticketing systems, Microsoft 365 administration, Endpoint and security platforms.
Strong organizational skills with the ability to manage multiple onboarding activities simultaneously.
Clear written and verbal communication skills, particularly in customer facing situations.

Nice To Haves

Educational background in Computer Science, Information Technology, or a related field.
Experience working in a Managed Service Provider (MSP) environment.
Familiarity with IT service delivery models, onboarding frameworks, or system integrations.
Comfort leading meetings and coordinating across technical and non technical teams.

Responsibilities

Deploy, configure, and validate managed services tooling, including: RMM platforms, PSA / ticketing systems, Microsoft 365 tenant administration, Security tools (endpoint protection, MFA, security baselines, monitoring).
Support technical discovery activities, including environment reviews and onboarding readiness checks.
Assist with user, device, and tenant onboarding activities in alignment with Convergence Networks standards.
Ensure all technical onboarding steps are completed, validated, and ready for service handoff.
Set up and manage onboarding projects within PSA and project management tools.
Build onboarding tickets schedules, assign tickets, and track completion across internal teams.
Lead or facilitate onboarding check in meetings with customers and internal stakeholders.
Monitor onboarding progress, identify risks or blockers, and escalate as required.
Ensure onboarding deliverables are completed within defined timelines.
Create, maintain, and update onboarding documentation, including: Technical configurations, Customer environment details, SOPs and onboarding checklists.
Ensure documentation is complete, accurate, and handoff ready for Service Desk and Service Delivery teams.
Contribute to continuous improvement of onboarding standards, templates, and workflows.
Partner with internal Points of Contact (POCs) to provide clear and timely onboarding updates to customers.
Act as a consistent onboarding touchpoint throughout the customer transition period.
Translate technical concepts into clear, customer friendly explanations.
Ensure customer expectations, scope, and responsibilities are documented and understood.
Identify opportunities to streamline onboarding processes and improve efficiency.
Provide feedback on tooling, automation, and onboarding experience enhancements.
Support onboarding metrics and reporting to drive consistency and quality.