Senior xMatters Operations & Integration Consultant

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.