Position Title
Senior Platform Administrator – Xurrent & HaloPSA
Location
Remote – India
Working Hours
Must overlap with Australian Eastern business hours (AEST/AEDT).
Experience
6 - 8+ Years
About Fusion5
Fusion5 is a leading transformation, cloud, and managed services provider operating across Australia and New Zealand.
As part of our strategic investment in Xurrent Enterprise Service Management (ESM) and HALO Professional Services Automation (PSA), Fusion5 is expanding its platform capability to support internal operations, managed services delivery, project services, customer support, and business process automation.
We are seeking an experienced Senior Platform Administrator to own and continuously improve our Xurrent (formerly 4me) and HaloPSA environments, ensuring both platforms remain scalable, secure, and aligned to business objectives.
Role Overview
The Senior Platform Administrator will be the primary administrator responsible for the configuration, support, governance, optimization, and ongoing evolution of Fusion5's Xurrent and HaloPSA platforms.
The role will focus primarily on:
Primary Platform (70%)
Xurrent (Enterprise Service Management / ITSM)
Supporting:
- Incident Management
- Request Fulfilment
- Problem Management
- Change Management
- Service Catalog
- Knowledge Management
- SLA Management
- Service Governance
- Enterprise Service Management
Secondary Platform (30%)
HaloPSA
- Supporting:
- Service Desk Operations
- Ticket Lifecycle Management
- Customer & Contract Administration
- Projects & Work Orders
- Billing Support Processes
- Asset Management
- Workflow Automation
- MSP Service Delivery Processes
The successful candidate will work closely with Service Operations, Managed Services, Professional Services, Infrastructure, Security, Applications, and Business stakeholders across Australia and New Zealand.
Key Responsibilities
Xurrent Platform Administration (Primary Responsibility)
- Administer and maintain the Xurrent platform.
- Manage users, roles, permissions, security groups, and access controls.
- Configure workflows, approvals, escalations, notifications, request templates, and service offerings.
- Support Incident, Request, Problem, Change, Knowledge, and Service Catalog processes.
- Configure SLA policies, routing rules, service hierarchies, and organizational structures.
- Maintain platform governance and configuration standards.
- Support service owners with service portfolio administration.
- Monitor platform health, adoption, utilization, and operational effectiveness.
- Optimize platform performance and user experience.
HaloPSA Administration (Secondary Responsibility)
- Administer and maintain HaloPSA.
- Configure ticket workflows, teams, queues, and service processes.
- Support customer records, contracts, assets, and service catalog structures.
- Configure automation rules, notifications, and service workflows.
- Support billing-related operational processes and service delivery workflows.
- Assist with project, task, and work order administration.
- Support Managed Services operational requirements across Fusion5.
Workflow & Automation
- Design and maintain business workflows.
- Configure automation rules and process orchestration.
- Identify opportunities to reduce manual effort.
- Implement workflow improvements aligned to business objectives.
- Support AI-assisted ticket classification, routing, and knowledge capabilities where applicable.
Platform Integrations
Support API integrations between Xurrent, HaloPSA, and enterprise systems.
Support integrations involving:
- Microsoft 365
- Entra ID / Azure AD
- Monitoring platforms
- Documentation platforms
- Collaboration tools
- Reporting solutions
Troubleshoot integration issues and coordinate remediation activities.
Reporting & Analytics
- Build and maintain operational dashboards.
- Develop KPI and SLA reporting.
- Monitor backlog health and service performance.
- Provide recommendations for process and platform improvements.
- Support executive reporting requirements.
Stakeholder Engagement
- Gather and document business requirements.
- Translate business needs into scalable platform solutions.
- Provide platform guidance and best practices.
- Support platform adoption and training initiatives.
- Work effectively with geographically distributed teams.
Governance & Documentation
- Maintain platform documentation.
- Develop support procedures and knowledge articles.
- Maintain change logs and configuration records.
- Ensure alignment with governance, security, and audit requirements.
- Support platform upgrades and release management activities.
Mandatory Qualifications
Education
Bachelor's Degree in:
- Information Technology
- Computer Science
- Engineering
- Related technical discipline
or equivalent practical experience.
Experience
- Minimum 8 years of enterprise application or platform administration experience.
- Minimum 5 years working with ITSM or Service Management platforms.
- Experience administering one or more of:
- Xurrent (4me)
- HaloPSA
- ServiceNow
- Jira Service Management
- Ivanti
- Freshservice
- ManageEngine ServiceDesk Plus
Technical Skills
Strong experience with:
- ITIL-based service management
- Workflow configuration
- Service catalog administration
- SLA configuration
- Role-based access management
- Platform governance
- Reporting and dashboards
- API integrations
- Business process automation
- Enterprise service operations
Preferred Qualifications
Certifications
- Xurrent Administrator Certification
- ITIL Foundation or higher
- HaloPSA Certification
- ServiceNow CSA/Implementation Certification
- Jira Service Management Certification
Desirable Experience
- MSP industry experience.
- Enterprise Service Management programs.
- Professional Services Automation platforms.
- Managed Services operations.
- Knowledge management and self-service portals.
- AI-assisted service management capabilities.
Pay: ₹1,800,000.00 - ₹2,000,000.00 per year
Work Location: Remote
