Senior xMatters Consultant

Senior xMatters Consultant

Remote | Global | US Central Time (CST) Coverage Required

Position Overview

We are looking for an experienced Senior xMatters Consultant to assess, optimize, and improve an existing xMatters environment. The ideal candidate will have strong hands-on expertise in xMatters administration, workflow development, enterprise incident management, and system integrations.

The role focuses on improving platform reliability, identifying configuration and operational gaps, strengthening documentation, and transferring knowledge to the internal team to ensure sustainable platform support.

Key Responsibilities

• Assess existing xMatters environments, configurations, workflows, integrations, and notification processes.
• Identify configuration gaps, operational risks, technical debt, and potential points of failure.
• Review and optimize integrations with ServiceNow and Microsoft Teams.
• Develop and improve automated workflows, alerting, escalation paths, and notification mechanisms.
• Support enterprise Incident Management and Major Incident Management processes.
• Recommend and implement approved improvements to platform configuration and administration.
• Establish operational standards, governance practices, and change management procedures.
• Create and maintain technical documentation, Standard Operating Procedures (SOPs), support runbooks, and knowledge base articles.
• Conduct knowledge-transfer sessions and provide hands-on training to internal team members.
• Document platform architecture, workflows, integrations, and ongoing support procedures.

Required Skills and Experience

• 5+ years of hands-on experience with xMatters administration, configuration, and workflow development.
• Strong understanding of enterprise Incident Management and Major Incident Management.
• Experience integrating xMatters with ServiceNow and Microsoft Teams.
• Experience with REST APIs, workflow automation, and notification channels, including email, SMS, voice, and push notifications.
• Strong knowledge of IT Service Management (ITSM), including Incident, Change, and Problem Management.
• Experience assessing existing implementations and recommending scalable improvements.
• Proven ability to create technical documentation, SOPs, support procedures, and training materials.
• Excellent communication, troubleshooting, and knowledge-transfer skills.
• Ability to work independently and collaborate with distributed teams.