Senior xMatters Operations & Integration Consultant (3-4 Month Engagement)
Position Summary
We are seeking a highly experienced xMatters Subject Matter Expert (SME) to support a focused short-term stabilization and optimization initiative. This individual will conduct a comprehensive assessment of our xMatters environments, configurations, integrations, workflows, governance processes, and operational practices. The consultant will provide hands-on expertise to identify risks, recommend improvements, implement approved changes, enhance documentation, and transfer knowledge to existing team members.
This role is intended to augment the existing team and leave behind a sustainable support model through documentation, training, and operational maturity improvements. The consultant will not become the sole owner of the platform.
Location/Hours
- Approximately 3-4 month engagement with possibility to extend
- Must work US EST or CST business hours
- Remote
Required Experience
- 5+ years of hands-on xMatters administration and solution development
- Strong operational experience supporting enterprise Incident Management and Major Incident Management programs
- Experience with xMatters integrations, including:
- ServiceNow
- Microsoft Teams
- Email, SMS, Voice, and Push notifications
- REST APIs and workflow automation
- Strong ITSM background (Incident, Major Incident, Change, Problem Management)
- Ability to assess existing implementations and design scalable operational models
- Experience creating SOPs, knowledge articles, support documentation, and training materials
- Strong facilitation and knowledge-transfer skills
Key Responsibilities
Current-State Assessment
- Review all xMatters environments, configurations, integrations, workflows, and notification paths
- Evaluate administrative practices, governance controls, and support processes
- Identify configuration debt, operational risks, single points of failure, and process gaps
- Assess ServiceNow and Microsoft Teams integration effectiveness
Solution Design & Optimization
- Recommend and implement approved improvements
- Simplify complex workflows and configurations where appropriate
- Improve monitoring, alerting, escalation, and support processes
- Define operational standards and administration guidelines
Documentation & Knowledge Transfer
- Develop comprehensive operational documentation
- Create and update SOPs and support runbooks
- Document architecture, workflows, integrations, and support procedures
- Provide structured training sessions for long-term support personnel
- Mentor designated internal SMEs
Operational Excellence
- Support Incident Management and Major Incident response capabilities
- Recommend governance and change control improvements
- Establish repeatable operational support practices
- Assist with development of a sustainable operating model
At the conclusion of the engagement:
- Internal team members can independently support and administer xMatters.
- Critical configurations, workflows, and integrations are fully documented.
- Operational and governance gaps have been identified and addressed where practical.
- SOPs and support documentation are complete and approved.
- A prioritized roadmap exists for remaining improvements.
- No critical platform knowledge resides solely with the consultant.
- Leadership receives a final assessment and sustainability plan for ongoing operations.
