What are the responsibilities and job description for the Autotask SME position at BGSF?
Autotask SME
100% Remote (ET Hours)
Short-term contract
We are seeking a highly skilled and experienced Autotask Subject Matter Expert (SME) to join our team on a short-term contract basis. The successful candidate will guide our client's organization in maximizing the efficiency of our Autotask ticketing system, help design and build dashboards tailored to various departments, and optimize our workflows for enhanced productivity and service delivery. This role will involve close collaboration with our Support Center, Projects, and Sales teams.
Key Responsibilities:
Ticket System Optimization:
- Assess current ticketing processes and identify inefficiencies.
- Recommend and implement improvements to streamline ticket handling and resolution.
- Provide training and documentation for enhanced usage of the Autotask platform.
Dashboard Development:
- Collaborate with stakeholders from Support Center, Projects, and Sales and Executives to understand their key performance indicators (KPIs) and data needs.
- Design and build dashboards that provide actionable insights and real-time reporting for each department.
- Ensure dashboards align with departmental goals and company objectives.
Workflow Assessment and Optimization:
- Review current ticket workflows and identify bottlenecks or redundant steps.
- Propose and implement improvements to workflows for increased efficiency.
- Develop documentation and train relevant teams on optimized workflows.
Collaboration and Training:
- Act as a liaison between departments to ensure Autotask processes align across the organization.
- Provide hands-on training sessions for team members on updated processes and tools.
- Document changes and create reference materials for future use.
Qualifications:
- Proven expertise with Autotask PSA, including ticketing, dashboards, and workflow optimization.
- Experience in designing user-friendly dashboards and workflows that drive efficiency.
- Excellent analytical and problem-solving skills.
- Strong communication and interpersonal skills with the ability to explain technical concepts to non-technical team members.
- Experience in conducting training sessions and creating comprehensive documentation.
- Previous experience in IT operations, technical support, or project management is a plus.
Salary : $43 - $50
