Senior PSA Administrator

 

POSITION SUMMARY  

Principal purpose or function of the position. 

 

You will be part of our UK’s multidisciplinary technical services team and will be responding to a variety of incidents and service requests across End User Support, Storage, Network, Virtualisation, Back, DR and Microsoft technologies. 

 

The Senior PSA Administrator will be the primary owner and subjectmatter expert for Creative ITC’s Professional Services Automation (PSA) platform, with an initial focus on Halo PSA as part of the company’s tooling transformation programme. 

 

This role is essential to establishing a scalable, secure, and automated service management environment that supports rapid business growth, comanaged service offerings, and a highly integrated cross functional operating model. 

 

The postholder will work closely with Service Operations, PMO, Finance, Security, Architecture, and Customer Experience teams to ensure the PSA platform enables accurate data capture, seamless workflow execution, CMDB integrity, and exceptional internal and external user experiences. 

 

They will lead workflow design, data modelling, administration, integrations, and crossteam enablement—ensuring Creative ITC extracts maximum value from Halo PSA and futureproofs our operational service capabilities. 

 

EDUCATION AND EXPERIENCE  

 

Mandatory 

• 3–5+ years’ experience administering a PSA platform in an MSP or ITmanaged services environment. 

• Strong demonstrable experience with Halo PSA (configuration, workflow design, automation, CMDB, portal configuration, reporting). 

• Proven track record of migrating from one PSA to another (e.g., Autotask → Halo), including data mapping, workflow reconstruction, UDF alignment, asset migration, and user training. 

• Strong familiarity with ITSM/ITIL frameworks and how they are operationalised within tooling. 

• Experience working with CMDBs, asset discovery tools (e.g., Lansweeper), and relationship mapping. 

Preferred 

• Experience integrating PSA platforms with tools such including RMM, CRM, monitoring etc. 

• Experience supporting or designing comanaged (customer shared) support models. 

• ITIL v4 Foundation or higher. 

• Technical background in service operations, automation, or tooling administration. 

 

 

KEY JOB ELEMENTS  

 Responsibilities and Accountabilities  

  

PSA Platform Ownership 

• Act as the primary system administrator for Halo PSA, taking ownership of configuration, governance, and optimisation. 

• Build, maintain, and document the PSA data model, ensuring scalability, accuracy, and alignment to evolving business needs. 

• Manage role based permissions, multitenant configurations, approval workflows, and security policies. 

Workflow & Automation Design 

• Design, build, and maintain advanced PSA workflows using Halo’s visual logic builder, with a focus on automation, efficiency, and repeatability. 

• Develop workflows for ticketing, change, request management, project delivery, billing, customer portal experience, and CMDB updates. 

• Champion best practice workflow design across Creative ITC’s MSP services, including SUPaaS, SECaaS, MaaS, and PMaaS. 

Data, CMDB & Asset Management 

• Own the integrity and completeness of the PSA’s CMDB, including relationships, dependencies, and attribute consistency. 

• Integrate and manage data flows from asset discovery tools (e.g., Lansweeper) and ensure reliable two way syncing where applicable. 

• Establish quality gates, reconciliation routines, and exception processes to maintain accurate operational and billing data. 

Migration & Transition Projects 

• Lead the migration from Autotask/IT Glue to Halo PSA, including data extraction, cleansing, transformation, and import. 

• Rebuild or redesign legacy processes (tickets, contracts, workflows, UDFs, SLAs) to align with Halo best practices. 

• Support internal and customer facing change management for the cutover to Halo. 

Coaching & Development 

• Provide day to day guidance, mentoring, and oversight to the Junior PSA Administrator, ensuring consistent quality, accuracy, and adherence to best practices. 

• Support the junior team member in developing skills in Halo PSA configuration, workflow building, CMDB management, and operational support processes. 

• Review and quality assure configuration work, data tasks, asset updates, and workflow changes performed by the Junior PSA Administrator. 

• Build a structured development plan for the junior role, including formal training, certifications, shadowing opportunities, and progressive responsibility. 

• Foster a culture of continuous learning, knowledge sharing, and curiosity within the tooling and automation function. 

• Delegate appropriate tasks to support their growth, while retaining oversight of platform governance and high impact changes. 

• Conduct regular coaching sessions and contribute to performance feedback, capability assessment, and career development planning. 

Cross Functional Collaboration 

• Work with Finance and PMO to ensure accurate billing, time tracking, project controls, and contract structures. 

• Support Sales, Technical Operations, and Architecture teams with data insights, dashboards, and system supported processes. 

• Act as a point of escalation for PSA workflow issues and governance concerns. 

Reporting & Insight 

• Build dashboards and operational KPIs within Halo, including exposable reporting for customer portals. 

• Provide accurate data extracts for margin analysis, SLA reporting, customer reviews, and management insight. 

Continuous Improvement 

• Continually review opportunities to reduce manual effort, increase automation, consolidate tools, and improve service repeatability. 

• Stay up to date on Halo PSA’s roadmap, industry best practices, and integrated tooling advancements. 

• Drive adoption of PSA capabilities across the business through training, playbooks, and enablement sessions. 

 

PERSON SPECIFICATION 

 

• Communication Skills: Exceptional interpersonal, written, and verbal communication skills, with the ability to clearly explain technical issues to non-technical users. 

• Problem-Solving Skills: Ability to diagnose technical issues, escalate complex problems appropriately, and offer clear, actionable solutions to users. 

• Multitasking Ability: Comfortable handling multiple tickets simultaneously, prioritizing tasks, and adapting to changing demands. 

• Attention to Detail: Precision in managing ticket records, adhering to SLAs, and ensuring all issues are documented accurately and completely. 

• Team Player: Willingness to collaborate with cross-functional teams to ensure effective and timely issue resolution. 

• Self-Motivated & Adaptable: Ability to work independently and use your initiative to manage workloads while adapting to evolving priorities. 

Other Requirements: 

• Ability to work in a fast-paced, dynamic environment, managing multiple tasks effectively. 

• Proactive attitude with a strong focus on continuous improvement and efficiency. 

• A willingness to undertake training and professional development, including certifications, to keep up with technological advancements.