xMatters/ServiceNow SME - Fully Remote
Role Summary
CLIENT is looking for a Senior Engineer with primary expertise in xMatters, complemented by strong ServiceNow Incident Management experience. The role focuses on event-driven incident automation, alert orchestration, and platform integrations across enterprise systems including ServiceNow, Backstage, workflows, and Microsoft Teams. The candidate should demonstrate a strong engineering mindset with analytical and problem-solving capabilities, driving operational excellence, reliability, and automation-led improvements.
Responsibilities
- Design, configure, and manage xMatters event-driven alerting and notification workflows, including on-call schedules, escalation policies, and automated routing.
- Optimize alert noise reduction, correlation, and incident-triggering mechanisms to improve response efficiency.
- Configure and enhance ServiceNow Incident Management workflows aligned to ITIL practices, ensuring effective incident life cycle management and SLA adherence.
- Integrate xMatters with ServiceNow for automated ticket creation, updates, and bidirectional status synchronization.
- Build and maintain integrations across:
- ServiceNow - xMatters
- xMatters - Backstage (developer portal workflows)
- xMatters - Microsoft Teams (alerting and collaboration)
- Develop and support API-based and event-driven integrations (REST APIs, webhooks, automation frameworks), enabling end-to-end flow from alert incident collaboration resolution.
- Create and maintain Power BI dashboards and reports for incident trends, MTTR, SLA compliance, and alert volume optimization.
- Analyse incident patterns and system performance to drive continuous improvement and operational insights.
- Apply strong analytical and engineering skills to troubleshoot complex incidents, integration issues, and workflow failures.
- Participate in incident resolution bridges, L3 support, and on-call rotations, ensuring rapid resolution and effective stakeholder communication.
- Maintain documentation, runbooks, and knowledge base for operational processes and integrations.
Skills
Mandatory
- 6-10 years of experience in enterprise IT engineering/ITSM development
- Strong hands-on expertise in xMatters (primary skill)
- Solid experience in ServiceNow Incident Management module
- Experience in event-driven integrations (REST APIs, webhooks)
- Strong engineering mindset with analytical and troubleshooting skills.
- Experience in Power BI reporting and dashboard creation
Preferred
- Experience with Backstage (developer portal) integrations
- Knowledge of Microsoft Teams integrations/notifications/collaboration workflows
- Understanding of ITIL processes (Incident, Problem, Change Management)
- Familiarity with monitoring tools/AIOps ecosystem
Soft Skills
- Strong stakeholder communication during high-impact incidents
- Proactive, automation-driven, and solution-oriented mindset