Business Systems Engineer

Position Summary

The Business Systems Engineer (BSE) administers information systems that are used in the operation of the Managed Services Department, including Support Solutions such as ConnectWise PSA, RMM solutions, KB management, and their integrations. The BSE is expected to be comfortable administering services that interact with and rely on Microsoft Modern Work and Azure Systems Administration for selected existing clients.

Responsibilities

• Perform day-to-day management of ConnectWise PSA and other service management platforms, including configuring users, service boards, and workflow rules
• Migrate and integrate systems acquired through M&A activities
• Support cross-departmental integration of PSA with CRM, ERP, and other systems
• Develop and maintain SME-level knowledge and awareness of ConnectWise PSA and other Professional Services Automation systems to support executive decision-making
• Perform day-to-day management of NinjaRMM and other remote support systems, including configuration of ticket generation for alert conditions, patch management, and software deployment
• Actively gather feedback from technical staff to develop condition-based and form-based scripts to automate remediations and improve support technician effectiveness
• Improve CA's operational effectiveness by investigating and implementing integrations for support, sales, and finance
• Collaborate with team members to drive additional integration opportunities
• Improve CA's organizational capabilities by identifying opportunities to automate support and business processes
• Develop and maintain documentation of standard business procedures and configurations
• Explore and insert AI with safeguards into business tools
• Perform other duties as necessary or assigned

Minimum Qualifications

• High School diploma or GED required
• 2yr or 4yr degree in Computer Science or a related field preferred
• Relevant certifications, particularly those related to Systems Administration, Automation, Database Administration, Artificial Intelligence, ITIL, PSA administration, or RMM will be given extra consideration
• Extensive process management experience with ConnectWise PSA
• Extensive systems administration experience with RMM tools
• Experience with automation
• Experience with machine learning and artificial intelligence