Senior xMatters Operations & Integration Consultant

Senior xMatters Operations & Integration Consultant (3-6 Months Engagement) Location
- Remote (US/ Canada/ LATAM) 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 3-6 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:
• Service Now
• 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 Service Now 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

• 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
• Assist with development of a sustainable operating model

Required Deliverables & Evidence of Completion Evidence of Completion

Current State Assessment Report

Formal report documenting findings, risks, configuration review, integration review, and recommendations

Updated diagrams, integration maps, workflow inventory, and configuration inventory

Prioritized list of risks, technical debt, control gaps, and remediation recommendations

Remediation Roadmap

Approved roadmap identifying quick wins, medium-term improvements, owners, and priorities

Updated SOP Library

Documented procedures for administration, support, maintenance, incident response, integration support, and change implementation

Workflow & Configuration Standards

Published standards and governance guidelines for future development and administration

Knowledge Base Articles

Completed and approved support articles available to the team

Training Program

Formal training curriculum, materials, recordings, and attendance records

SME Cross-Training Sessions

Completion of multiple hands‑on workshops with designated internal SMEs

Skills Transfer Assessment

Demonstrated ability of internal resources to independently perform key support activities

Presentation summarizing findings, improvements made, risks addressed, lessons learned, and recommendations

Success Criteria

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…