Job Description :
Job Title: xMatters SME/Consultant Westborough MA, San Diego CA, Dallas Texas / 100 % Remote About Job: Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed Matrix management of people, processes and resources including third parties including resolving conflict to move forward to resolution Being accountable for resolving the outage via workaround or permanent fix Ensuring all administration and reports are maintained and up to date, including contacts information, technical diagrams, post major incident reviews Supporting and nurturing process improvements and knowledge base improvements Continually maintaining and developing tools and resources to manage major incidents effectively Providing periodic major incident metrics reports Leveraging xmatters platform, ServiceNow to issue all communications and providing key stakeholder management Perform Root Cause Analysis (RCA) for all Major Incidents Knows to control and interact with xMatters platform, including which features can be accessed, which users can be contacted and Roles control whether to send notifications, manage other users, create workflows, configure xMatters, integrate with market leading platform such as ServiceNow etc and more. Perform xMatters administrator roles and responsibilities Optimize complex processes that require collaboration from multiple teams and data from numerous systems Shield resolvers from receiving large volumes of unnecessary notifications so they can focus on getting stuff done Write code to reverse the words in a sentence Work closely with Operation, Infrastructure, Security, Application and UX team to define new features, including building out our REST APIs that are used internally and externally Interact with customers. Collaborate with engineering to maintain sprint backlogs and support our sprint process with planning, shoulder surfs, and reviews Assist in rollouts by delivering/overseeing webinars, training, documentation, and other release artifacts Focus to improve reliability/availability ServiceNow: Experience in creating HLD/LLD design documents Understanding of Web Services development Experience in performance considerations while doing ebonding/integrations Most preferred experience is to integrate Xmatters with ServiceNow How the integration works and features and updates Prepare ServiceNow: install the xMatters app, create a ServiceNow API user, and understand the roles installed with the app Configure xMatters: download and import the workflow, create an integration user, configure the ServiceNow endpoint, and copy URLs and IDs needed to complete the setup Configure ServiceNow: complete the app configuration pages, set the payload format and what happens when an incident is canceled, enable the clone cleanup script (if you're cloning your environment), and set up data synchronization How to use the integration: validate the data sync settings, trigger a notification, and use Engage with xMatters Extend your integration: check out our add-ons to enhance and customize the integration See how it works: diagrams to show how the parts of the integration work together Upgrade: instructions to upgrade the integration Investigating issues by debugging code, providing fixes and work arounds and maintain code To work within a product team and participate in design reviews, code reviews and proactively communicate with technical leads regarding any risks/ status and impacts on delivery of tasks To produce high quality deliverables in a timely manner that adhere to Zensar's standards To provide functional and technical documentation for enablement of new capabilities Minimum 3+ year of ServiceNow development and integrations experience ServiceNow scoped apps development experience Very good hands-on with ServiceNow client side and server-side scripting Working knowledge of UI pages, UI macros Developed APIs on ServiceNow knowledge of Javascript and design patterns Knowledge of produce clean, semantic HTML & CSS Your good problem solving and debugging skills Your ability to operate and deliver high quality code deliverables Collaborate effectively with non-technical team members and/or clients Understanding of functional and object-oriented programming. Experience with the application development lifecycle process based on SCRUM, including requirement analysis, quality assurance, design, scheduling, implementation, issue tracking, version control and deployment. Understanding of Project Plans Understanding of SNOW modules like ITSM, ITOM, ITBM, CSM, HRSD, Finance, Integration HUB, Platform knowledge etc ServiceNow certified application developer will be an added advantage Act with integrity Qualifications-ME/M.Tech, BE/B.TechExperience-3+ Years Must Have's: Bachelor's degree in computer science or related field, or equivalent technical or professional experience Must have strong understanding of xMatters Duty platform and independently able to design, configure, schedule and troubleshoot as needed Should have a great customer facing and handling skill Able to handle unforeseen situations Personal dedication to providing high quality, superior service always. Ability to finish what is started is a must. Ability to learn new information quickly and the willingness to do so always Ability to work flexible hours from time to time to cover for other staff and to be on call via phone during the week. ITIL knowledge of V3 or V4 especially on Incident, Major Incident, Problem, Knowledge and Change Management preferred

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