NinjaOne Automation Specialist

We are a growing managed services provider (MSP) focused on delivering high-quality IT support and operational excellence to small and mid-sized businesses. We are seeking an experienced NinjaOne automation specialist to design, build, and optimize automated ticketing workflows within the NinjaOne RMM platform. The ideal candidate will have strong experience with NinjaOne, MSP operational workflows, service desk automation, and ticket routing logic. Project Overview We want to automate the creation, assignment, routing, escalation, and lifecycle management of service tickets generated from incidents, alerts, monitoring events, and service requests inside NinjaOne. The goal is to reduce manual intervention, improve response times, and ensure tickets are automatically assigned to the correct technician or support team while being tracked through resolution. Responsibilities: Design and implement automated ticket creation workflows in NinjaOne Configure ticket generation for: - Monitoring alerts - Endpoint incidents - Service requests - Patch failures - Security events - Offline devices - Performance thresholds Build automated ticket routing logic based on: - Severity - Device type - Client - Issue category - Site/location - Technician skillset - Business hours vs after-hours support Configure escalation workflows and SLA tracking Implement ticket status automation and resolution workflows Reduce duplicate or unnecessary ticket generation Optimize alert noise reduction and ticket quality Create documentation for all workflows and automation rules Provide recommendations for MSP operational best practices inside NinjaOne Required Experience - Strong hands-on experience with NinjaOne RMM - Experience building automation workflows in MSP environments - Familiarity with ITIL/service desk best practices - Experience with: - Automated ticketing systems - Workflow automation - Queue management - Escalation management - SLA workflows Understanding of MSP operational models and service delivery Excellent English communication skills Preferred Qualifications: - Experience supporting healthcare, legal, or professional services clients - Experience integrating NinjaOne with PSA platforms - Scripting experience (PowerShell preferred) - Experience with monitoring policy optimization and alert tuning Deliverables - Fully functional automated ticketing workflows - Automated routing and assignment configuration - Escalation workflows and SLA logic - Documentation/runbooks - Knowledge transfer session Engagement Details - Project-based engagement with potential for ongoing work - Remote work - Must be available during U.S. business hours for collaboration meetings - Please provide: - Relevant NinjaOne experience - Examples of similar automation projects - MSP experience - Estimated timeline - Hourly rate or project pricing