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 - Kolkata/Chennai
Relevant work experience - 5+ Years
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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:
o Service Now
o Microsoft Teams
o Email, SMS, Voice, and Push notifications
o REST APIs and workflow automation
Robust 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
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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
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
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Required Deliverables & Evidence of Completion
Deliverable Evidence of Completion
Current State Assessment Report Formal report documenting findings, risks, configuration review, integration review, and recommendations
Setting Architecture Documentation Updated diagrams, integration maps, workflow inventory, and configuration inventory
Gap Analysis & Risk Assessment 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
Final Executive Readout Presentation summarizing findings, improvements made, risks addressed, lessons learned, and recommendations
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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 operations.
This wording aligns well with Tim's guidance that the resource should strengthen internal capability, assess the current implementation, improve the operating model, and leave behind measurable artifacts that demonstrate successful knowledge transfer and platform stabilization.

📌 115255-1- X matters Admin (India)
🏢 Objectwin Technology India
📍 India