Remote Position
[Remote] Senior xMatters Operations & Integration_Remote
🌍 Remote · United States
💼 Full-time
Note: The job is a remote job and is open to candidates in USA. Accion Labs is seeking a senior xMatters subject matter expert for a short-term stabilization and optimization initiative. The role assesses and improves xMatters environments, integrations, workflows, governance, and support practices, while providing documentation, training, and knowledge transfer to establish a sustainable support model.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- 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
Benefits
- Remote
Company Overview
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