Website:
gokool.digital
Job details:
Role Overview
The Senior Platform Administrator will serve as the primary administrator responsible for the configuration, support, governance, optimization, and ongoing evolution of Fusion5's Xurrent and HaloPSA platforms. This role collaborates closely with Service Operations, Managed Services, Professional Services, Infrastructure, Security, Applications, and Business stakeholders across Australia and New Zealand.
Allocation of Focus
- Primary Platform (70%): Xurrent (Enterprise Service Management / ITSM)
- Secondary Platform (30%): HaloPSA (MSP Service Delivery & Professional Services Automation)
Key Responsibilities
1. Xurrent Platform Administration (Primary)
- Administer and maintain the enterprise Xurrent platform.
- Manage users, roles, permissions, security groups, and access controls.
- Configure workflows, approvals, escalations, notifications, request templates, and service offerings.
- Support Core ITSM processes: Incident, Request, Problem, Change, Knowledge, and Service Catalog.
- Configure SLA policies, routing rules, service hierarchies, and organizational structures.
- Maintain strict platform governance and configuration standards.
- Support service owners with service portfolio administration.
- Monitor platform health, adoption, utilization, and operational effectiveness while optimizing performance.
2. HaloPSA Administration (Secondary)
- Administer, maintain, and optimize the HaloPSA platform.
- Configure ticket workflows, teams, queues, and operational service processes.
- Support customer records, contracts, assets, and service catalog structures.
- Configure automation rules, notifications, and specialized service workflows.
- Support billing-related operational processes and MSP service delivery workflows.
- Assist with project, task, and work order administration to bolster Managed Services operations.
3. Workflow, Integration & Automation
- Design and maintain business workflows to reduce manual effort.
- Support AI-assisted ticket classification, routing, and knowledge capabilities where applicable.
- Support and troubleshoot API integrations between Xurrent, HaloPSA, and core enterprise systems (including Microsoft 365, Entra ID, monitoring platforms, documentation tools, and reporting solutions).
4. Reporting, Governance & Stakeholder Engagement
- Build and maintain operational dashboards, tracking KPI metrics, SLA attainment, and backlog health.
- Gather and document business requirements, translating them into scalable solutions.
- Maintain technical platform documentation, support procedures, change logs, and configuration records.
- Support platform upgrades, audit requirements, and release management activities.
Qualifications & Requirements
Education & Experience
- Degree: Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related technical discipline (or equivalent practical experience).
- Overall Experience: Minimum 8 years of enterprise application or platform administration experience.
- Domain Experience: Minimum 5 years working directly with ITSM or Service Management platforms.
- Platform Familiarity: Proven administration experience in at least one or more of: Xurrent (4me), HaloPSA, ServiceNow, Jira Service Management, Ivanti, Freshservice, or ManageEngine ServiceDesk Plus.
Core Technical Skills
- Deep knowledge of ITIL-based service management and enterprise service operations.
- Advanced skillset in workflow configuration, SLA policy setups, and role-based access management.
- Strong capabilities in business process automation, API integration support, and dashboard reporting.
Preferred Certifications & Desirable Experience
- Xurrent Administrator Certification / HaloPSA Certification.
- ITIL Foundation certification or higher.
- Experience within the MSP industry, Professional Services Automation (PSA), or Enterprise Service Management (ESM) programs.
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