About the Role

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.

Responsibilities

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, Skilled 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.

Qualifications 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

Required Skills 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 Skills

Preferred Qualifications Certifications

- Xurrent Administrator Certification
- ITIL Foundation or higher
- HaloPSA Certification
- ServiceNow CSA/Implementation Certification
- Jira Service Management Certification

📌 Senior Platform Administrator (Bangalore Metropolitan Area)
🏢 Gokool Digital
📍 Bangalore Metropolitan Area