C - ITIOSS SharePoint Solutions Development Task Order PWS.docx

ATTACHMENT C: IT Infrastructure Operations Support Services (ITIOSS) SharePoint Solutions Development Task Order Performance Work Statement

Table of Contents

Introduction This performance work statement (PWS) is for the delivery of professional SharePoint solution delivery services under the PBGC IT Infrastructure Operations Support Services (ITIOSS) IDIQ contract which provides a wide range of IT professional services supporting a diverse technological environment. The service domain for this task order is limited to SharePoint solution delivery. Program management is also necessary to oversee all contracted tasks for this service area. This area is of specific interest as PBGC has recently migrated the majority of its unstructured data to SharePoint on-line.

Background The Pension Benefit Guaranty Corporation (PBGC) protects the retirement income of more than 40 million American workers in nearly 24,000 private-sector defined benefit pension plans. A defined benefit plan provides a specified monthly benefit at retirement, often based on a combination of salary and years of service. PBGC was created by the Employee Retirement Income Security Act (ERISA) of 1974 to encourage the continuation and maintenance of private-sector defined benefit pension plans, provide timely and uninterrupted payment of pension benefits, and keep pension insurance premiums at a minimum. PBGC is not funded by general tax revenues. PBGC collects insurance premiums from employers that sponsor insured pension plans, earns money from investments and receives funds from pension plans it takes over. A department within PBGC’s Office of Information Technology, the IT Infrastructure Operations Department (ITIOD) provides the mission-critical IT foundation for computing services used and procured by PBGC. PBGC cannot accomplish its mission without automated tools and business software. All other PBGC departments depend on this one for their IT support. PBGC’s Common Security Controls under the IT Infrastructure Services General Support Systems (ITISGSS) are also provided by this department. ITIOD is comprised of approximately 40 PBGC FTE and approximately 150 contractors. ITIOD stakeholders include a dedicated PBGC staff of approximately 2,250 government and contracted personnel, 26,000 pension plan sponsors who pay premiums into the PGBC and over 1.5 million trusteed participants who, combined, receive over $5 billion dollars in benefits payments.

Technology Overview

The following information is provided as a high-level overview of PBGC’s IT infrastructure environments and technology. Greater detail is provided in the succeeding SharePoint solution development service domain.

The PBGC currently operates and maintains three separate yet highly interrelated environments within its IT Infrastructure. Additionally, ITIOD provides limited support to the PBGC Office of Inspector General (OIG). These are logically separate infrastructures dedicated for (1) development, (2) testing, (3) production. Each is described below:

· The Common Development Environment (CDE) provides an area for development and interoperability testing that is isolated from production and other environments. The CDE provides the capability to develop major applications and infrastructure solutions, which support PBGC’s changing business needs. The environment allows PBGC to take advantage of emerging technologies and to improve the exchange of data with internal and external customers. The CDE is currently comprised of two separate areas (CDE-T and CDE-I):

· The CDE-T is the “Team-Specific” area, used for code development, COTS configuration and unit testing of development efforts.

· The CDE-I is the “Interoperability” area, used for various phases of testing (functional, system, integration, performance, and deployment) of future integrated releases. The CDE-I is further broken down into two sub-areas – “As Is” and “To Be.” The “As Is” area reflects the current production environment and is used for testing against applications that currently exist in production. This area may be used for supporting production, emergency fixes, and point releases. Currently this area also serves as the training environment for some custom developed PBGC applications. The “To Be” area reflects the future production environment and is used for testing against the applications that will be deployed in the next major software release and limited training purposes.

· The Integration and Testing Center (ITC) environment has been established for deployment verification, development shakedown, system integration verification and, user acceptance testing (UAT). Vulnerability scanning is also conducted for releases in the ITC prior to production release. Training can be performed in ITC when needed. Currently, testing (and training) in the ITC is accessed by physically going to the facility located at 1275 K Street, but over the next 6-12 months this is expected to become a virtual test center and access to it will be achieved entirely using remote desktop connectivity

· The Production environment (PROD) hosts business application and infrastructure operations including replication of software and data to the COOP site with similar hardware.

· The disaster recovery (DR) / COOP environment provides redundancy for the production environment and facilitates the continuation of business activities in the event of a disruption to the production environment. Failover is to PBGC’s servers at Wilmington, DE, which have similar cache boxes and web switches with server health monitoring and failover.

· The DMZ environment provides the infrastructure for public-facing applications and services. The DMZ includes its own Active Directory and has a presence at both the HQW and the COOP sites.

· PBGC also has several applications and infrastructure services that are largely supported externally and hosted off site including cloud and non-cloud managed services The application deployment process is initiated in the CDE by the contract development team. Solutions are then deployed to the ITC, based on a deployment guide prepared by the contract development team. This ITC deployment is a joint effort between the contract development team and the IT Infrastructure O&M team. The contract development team is responsible for the communication and coordination effort associated with the CDE, ITC and production deployments.

PBGC has more than 2,500 physical Windows workstations (desktops, laptops, and tablets) and more than 500 virtual desktops all of which run Windows 10. PBGC is moving towards portable hardware, e.g. MS Surface Pro 4, Latitude 5290 2-in-1, etc. PBGC also has approximately 1,000 GFE iPhone 6s devices managed using InTune and providing users with access to PBGC’s Microsoft Office 365 tenant including email. PBGC plans to upgrade these phones to the iPhone 8 plus model by the end of the 2018 calendar year. PBGC has established a significant SharePoint capability and Office 365 (Government Community Cloud E3 plan) as an enterprise collaboration tool. The majority of PBGC’s unstructured data resides on Office 365.

In support of all environments, ITIOD leverages a Hewlett-Packard (HP) blade server infrastructure, using VMWare for most systems. ITIOD takes a “virtualize first” approach whenever possible. Current server operating systems are a mix of Windows, Redhat Linux, and Solaris (physical Sun servers).

The PBGC applications and databases are a mixture of custom, COTS and highly customized COTS. Further, they have been designed, deployed and supported by multiple contractor teams, contracted for by multiple PBGC front-line business areas. PBGC primarily uses Oracle and MS SQL databases and is considering shifting its primary relational database services to MS SQL Server and other Microsoft Azure cloud database offerings, over a timeline yet to be determined. Furthermore, PBGC is considering shifting its many of its application middle-tier services from Oracle WebLogic and IIS to Azure and Dynamics cloud-based services, also over a timeline yet to be determined.

PBGC maintains Storage Area Network (SAN) infrastructure to provide high volume and high-performance data storage. PBGC primarily uses Brocade SAN switches connecting Hitachi storage arrays. PBGC also uses Veritas NetBackup and Oracle Recovery Manager (RMAN) for backup and recovery services.

ITIOD supports PBGC business functions through a number of core business applications, both custom and COTS, Microsoft Office 365 E3 including SharePoint online, and numerous supporting applications for office productivity including word processing, spreadsheet, graphics, email, collaboration, browser, communications connectivity, etc.

Core business applications presently use a mix of Web-based thin client World Wide Web Consortium (W3C)-compliant browser-based n-tier applications, client/server and service-based architectures. All current EA-compliant development is service- oriented with browser-based user interfaces.

PBGC supports secure remote access to networked resources via VPN on GFE devices. For non-GFE or devices, PBGC also offers an RDP web proxy service using Pulse Secure.

PBGC uses ServiceNow for IT Service Desk interactions, incident management, problem management, change management, asset management, configuration management and discovery. HP Service Manager 9 service request and service catalog software is used to manage service and access requests. PBGC plans to migrate these capabilities to the Service Now platform by the end of September 2019. SailPoint Identity IQ suite will also be leveraged to fulfill access requests for applications that are not Active Directory-integrated or federated to the extent possible.

PBGC uses HP Business Service Management (BSM) and HP Business Availability Center (BAC), Sitescope, Real User Monitor (RUM), and Network Node Manager (NNMi) for monitoring the availability and performance of IT infrastructure systems and applications.

PBGC uses the Microsoft Project On-line (referred to in PBGC as P3M) and Oracle/Primavera Project, Program and Portfolio Management (PPM) system as a central repository for tracking and reporting project data. Enterprise Architecture (EA) information is in the custom- developed EA Repository (EAR).

PBGC has selected Azure as its default IaaS and PaaS CSP and expects to shift more and more services to this over the next several years.

Contract Overview In addition to other requirements, this contract will also include following objectives:

1. The performance of the contractor will be measured and evaluated based on Service Level Agreements (SLAs) comprised of a set of service level metrics with clearly defined acceptable levels of quality (AQL), which will be reviewed and adjusted as required quarterly.

2. The contractor shall be required to continuously identify, recommend, achieve, and report on measurable results for on-going service delivery and shall specifically provide before and after measurements that can quantify achievement of development results.

Period of Performance The estimated period of performance is:

Base period: 11/1/2019 to 10/31/2020.

Option Periods: Four (4) 12-month performance periods subject to exercise by PBGC Contract Transition Upon Government approval of the Transition Plan, the Contractor will assume responsibility for the development of SharePoint solutions under the purview of ITIOD, including any development activities currently underway at the time of transition. This phase will incorporate any adjustments to SharePoint-relevant aspects of PBGC’s IT environment and associated tool set, as deemed necessary by the PBGC and the Contractor to begin services under the new contract. The overarching objective of this phase is a low risk and low impact (to end-users) transition as the Contractor assumes responsibilities under the new ITIOSS program. Contract transition activities will include those activities defined in the Transition section.

SharePoint Solutions Development This phase consists of the on-going development of SharePoint solutions after contract startup and transition activities have been completed. In this phase, the service objectives and requirements as defined in the Performance Work Statement (PWS) will be used to guide performance and ensure compliance with the agreed upon requirements. Service Level Agreements (SLAs) will take effect and on-going performance monitoring will be in place.

Contract Phase Out The Contractor shall provide transition phase-out support and various activities to transition support to the Federal Government or a third-party service provider at contract end-of-life. Contract phase-out activities will include those activities defined in the Contract Phase-out deliverable due 90 days before the end of any awarded period of the contract.

Business Process Support This section of the PWS outlines those services and requirements that relate to the ancillary yet critical business process that support ITIOD’s core mission, the provision of IT infrastructure services and tools.

5.1 Program and Process Management Support

The sections below describe the overview, objectives, scope, requirements, deliverables and SLAs of the Program and Process Management Support services that the Contractor shall provide under this solicitation.

Program and Process Management Overview The Contractor shall provide sufficient management to ensure that activities on the contract are performed efficiently, accurately, on time, and in compliance with requirements of the contract. Specifically, the Contractor shall designate key personnel to supervise staff assigned to this contract. The Contractor shall ensure that appropriate performance reports are submitted outlining progress, status, and any problems/issues encountered in the performance of the contract. The Contractor shall require all subcontractors to furnish performance report data where there are critical or significant tasks related to the prime contract.

Objectives The contractor shall consider the following objectives when providing program and process management services:

1) Ensure all SharePoint development services are provided timely, accurately, and in a quality manner, in full compliance with all service level objectives and metrics

2) Cost of services are controlled

3) SharePoint solution development projects are executed within initial cost and schedule baselines, and are fully responsive to documented user and system requirements

4) Provide transparency to customers on service cost, performance, and satisfaction Scope of Services Supported The Contractor will perform program management to include overall management, planning, accounting, tracking, reporting, and administrative support necessary to support SharePoint development services. The Contractor's program management staff will work in cooperation with PBGC management to ensure processes and practices are defined, implemented, and evaluated on a regular basis in line with industry standard project management and service delivery models.

Requirements The Contractor shall perform the following services for the Program and Process Management services under this solicitation:

Reference (PM-PM-xx) Requirement

The Contractor shall establish a Technical Skill and Competency Maintenance Framework and Plan for:

· Equipping contractor staff with requested technology and related skills and competencies

· Identifying current technology, technology changing, and technology standards

· Addressing deficiencies in skills and competencies in contractor staff

· Managing technical risks to the contract due to insufficient technical skills and technical staff

· Addressing issues reported by the government with regards to technical skill deficiencies and technology deficiencies

The Contractor shall:

· Support, adhere to and make recommendations for improvement on the PBGC Project Management Methodology in accordance with PMI and other industry standards.

The Contractor shall communicate with the Government during all phases of the contract and, at a minimum, take steps to understand the Government’s business and technical issues, provide insight into issues and problems, recommend solutions for issues, and recommend actions to maintain cost, schedule, quality, and technical baselines. The Contractor shall have effective communications processes and plans to identify, prepare, review, incorporate review comments, disseminate, and track appropriate communication items (i.e., deliverables, work products, correspondence, etc.) for the ITIOSS Program.

Documentation and Reporting The Contractor shall be responsive to the development of reports and other document deliverables on a regular and ad-hoc basis to assist in oversight, quality assurance and transition of developed solutions to production, regarding SharePoint solution development. Reports shall be made available online to PBGC staff, as needed, in agreed to formats and timeframes as outlined in the RFP.

Documentation services are the activities associated with developing, revising, maintaining, reproducing, and distributing up-to-date information in hard copy and/or electronic form for the SharePoint solution development service area. across all service areas. The Contractor shall at a minimum:

· Provide documentation in agreed format to support activities throughout the life cycle of services.

· Follow PBGC’s Record Management policies and procedures.

· Maintain a system to centrally store, organize and distribute documentation.

· Document all required design and development artifacts such as requirements and resulting solution design.

· Document training materials, if needed, relevant to all SharePoint solutions developed.

· Document all information relevant to the proper use and maintenance of the developed SharePoint solutions in the PBGC production environment.

· Document Meeting Minutes/Agendas: This document will be used to capture meeting agendas, attendees, meeting highlights, meeting outcomes and meeting action items.

· Develop, maintain, and update all documentation on a regular basis Refer to Appendix B – Deliverables and Appendix C- List of Required Meetings and Reports Transition The sections below describe the overview, objectives, scope, requirements, deliverables and SLAs of the Transition services that the Contractor shall provide under this solicitation.

Overview The Contractor shall submit a comprehensive Transition Plan in accordance with the PWS that shall contain a detailed description of tasks, resources, schedule, assumptions, dependencies, risks and risk mitigation plans associated with the transition.

Upon Government approval of the Transition Plan, the Contractor will accept any SharePoint development projects currently underway. The overarching objective of this phase is a low risk and low impact (to end-users) transition as the Awarded Contractor assumes responsibilities under the ITIOSS program. Objectives The Contractor shall perform all services, tasks, and any other support activities required to transition from the current version of the ITIOSS contract. The existing services under this contract are vital to PBGC’s mission and must continue without interruption. The Contractor agrees to exercise best efforts and cooperation to affect an orderly and efficient transition phase after award.

PBGC has identified the following key service objectives for transition in the table below:

Scope of Services Supported Under Transition The Contractor shall provide all required personnel, management oversight, tools, processes, and other necessary resources to support fully support the transition from the current contractor. The Contractor will provide support in the SharePoint development service area.

Requirements A startup transition period not to exceed thirty (30) days shall be required after final contract award for the Contractor to conduct transition services. During the transition period, the Contractor shall implement all activities necessary to effectively began development of SharePoint solutions not already implemented and to take over those already underway. Phase-in activities include the finalization and formal adoption of ITIOSS contract SLAs, and presentation of a Transition Readiness Review (TRR) in which specific readiness criteria and status are presented. The Contractor’s transition readiness includes satisfaction of a number of specific criteria including the establishment of:

1) Detailed transition plan, process and schedules coordinated with PBGC and incumbent contractors for providing an orderly transition with following objectives:

a. Minimize the impacts on continuity of operations

b. Maintain communication with staff and affected communities

c. Identify key issues

d. Overcome barriers to transition

e. Perform due diligence to ensure that all transition activities are identified, negotiated and completed during the Transition

f. Establish a transition management team capable of providing overall management and logistical support of all transition activities

2) Contractor transition management team leaders on-board immediately after the award.

3) Required operational interface agreements (e.g., OLAs, Memoranda of Agreement (MOA)) with incumbents prepared, reviewed, and signed.

4) Appropriate subcontractor and supplier agreements in place.

5) Qualified personnel identified, processed, and available at specific incremental turnover dates.

6) Applicable contractor management systems and support tools in place.

7) Status reporting requirements established, including applicable performance measurement reporting requirements

8) PBGC and contractor agreement on existing systems, plans, procedures, forms, and instructions to be used after transition.

9) Institutionalized knowledge of PBGC operations and technical requirements.

10) Transfer of requirements for all SharePoint solutions currently under development, including not only most recent list of requirement but also all relevant initial solution documentation.

11) Transfer of properly documented source code.

12) Transfer of all relevant assets and IP, such as design files, pilot or test solutions and the like.

13) Assistance with request for proper credentials necessary to develop SharePoint solutions.

14) If SharePoint solutions have been deployed to PBGC production environment, a discussion and documentation of the prior Contractor’s experiences with the deployment procedures.

15) Any other technical information relevant to the project that should be included into the onboarding

Transition Deliverables Under this contract, the following Transition deliverables are required:

Transition Plan shall include:

· Identifying functions, tasks, systems, and facilities required to establish transition priorities and sequence.

· Determining specific functions and tasks that constitute “clean” transition increments, resulting in clear contractor accountability.

· Aligning and integrating the schedules across teams to preclude any impacts to primary mission requirements.

· Clearly defining and documenting each party’s responsibilities.

· Developing definitive transition readiness criteria for review with PBGC.

· Establishing new contractor support systems and applications.

· Providing tasks, data, and schedules to PBGC that can be used for issuing applicable direction to the incumbent contractors for phase-down, coordination, and funding considerations.

· Providing customer orientation and communication on solutions under development.

· Importing of historical data to contractor and/or Government systems (if applicable).

· Implementing a detailed communication plan.

· Transferring all necessary business and/or technical documentation.

· Completing all required deliverables and SLA definitions.

Transition Service Level Agreement The Contractor shall propose a set of SLAs for transition period. These SLAs shall be aligned with transition requirements, transition readiness and transition objectives identified in this section.

General Requirements The Contractor shall meet the following set of General Requirements under this solicitation.

Location of Documents and Records The Contractor shall publish all deliverables, reports, SOPs, Work Instructions and other required documents on PBGC’s instance of SharePoint on-line according to applicable ITIOD processes and procedures.

Cost Control The Contractor shall use the PBGC project management tool, P3M, for cost control and cost management and promote accurate program IT cost accounting, cost reporting and budgeting, and facilitate cost-effective service provision.

Enterprise Architecture Compliance The Contractor shall adhere to and comply with the PBGC’s Enterprise Target Architecture (ETA) and EA Standards. The Contractor shall also adhere to process and procedures for PBGC’s Technical Review Board (TRB), (copy will be available in reading room) Product/Technology Selection.

Audit and POA&M Support Scope of Services Supported The Contractor shall participate in audits of the PBGC systems. Participation consists of making available data or artifacts related to SharePoint solution development, should any be requested for analysis by the auditors. Requests will generally have an assigned federal team lead who will provide the Contractor with any clarifications required. The overall effort will be led by ITIOD’s Security Program Management Office federal lead who will provide the Contractor with all information regarding the adequate performance and workload requirements to perform all audit activities. Clarifications regarding any issues during the audit shall be raised to the ITIOD Security Program Management Office federal lead. The Contractor shall not send any official correspondence or transmit information relating to any audits or Congressional inquiries without federal approval.

The Contractor shall participate in efforts to address IT security control deficiencies related to services the Contractor provides, tracked through a Plans of Action and Milestones (POA&Ms). The IT security control deficiencies may be identified through an audit, control assessment, or by ITIOD staff during the course of normal operations or internal control review. Participation consists of attending meetings, reviewing control requirements, identifying gaps, identifying steps to address control deficiencies, taking steps to address control deficiencies, and producing artifacts demonstrating the proper functioning of an IT security control. POA&Ms will generally have an assigned federal team lead who will provide the Contractor with any clarifications required. The overall effort will be led by ITIOD’s Security Program Management Office.

Additionally, the Contractor shall develop, modernize or enhance SharePoint-based tools used by ITIOD in the management of the audit response process. It is expected that, prior to and during audit season, generally from March to July of each year, such work will take precedence.

During the FY18 audit cycle, ITIOD received and process more than 240 data and meeting requests from the auditors. In calendar year 2018, ITIOD worked on a total of 9 POA&Ms, completing and closing 2 POA&Ms and 63 POA&M milestones covering control families such as: Access Control, Configuration Management, Identification and Authentication, Risk Assessment, System and Services Acquisition.

Requirements The Contractor shall perform the following services for the Audit and POA&M Support services under this solicitation:

Reference (PM-AP-xx) Requirement

Inspection by Government Agencies The Contractor shall provide access to and cooperate with Government personnel conducting official inspections and surveys. Inspections will be made by agency representatives from, but shall not be limited to, Property Inspectors, the Inspector General (IG), the Office of the Director, other offices in PBGC such as the Workplace Solutions Department, as well as other Federal Government agencies such as the Occupational Safety and Health Administration (OSHA), Environmental Protection Agency (EPA), Government Accountability Office (GAO), and General Services Administration (GSA). For all correspondence assistance relating to any audits and all Congressional inquiries, the Contractor shall not actually draft any response. Input may be provided but the drafting of such responses will be done by the Government. Additionally, the Contractor shall only communicate with other government agencies through the COR.

Third Party Vendor Organizations contract cost and not implement these changes until receiving approval from the COR.

Service Level Agreements (SLAs) and Metrics Refer to Appendix A- QASP for list all SLAs for this PWS.

IT Infrastructure Technical Services General Overview Scope of Services Supported PBGC operates and maintains an enterprise network that supports logical access for approximately 2,250 users and provides connectivity between its Headquarters in Washington and several remote sites including: the Kingstowne, VA alternate work site and call center site, the Wilmington, DE Continuity of Operations (COOP) site, Field Benefit Administrator (FBA) and Plan Valuation Administration (PVA) sites, and Actuarial sites, and to the State Street Corporation, PBGC’s current benefit paying agent.

This section and the sections that follow describe the scope and requirements that the Contractor shall provide under this solicitation which includes:

· SharePoint Solution Development Services See Appendix F – IT Service and Support 2018 Statistical Summary for IT Service Desk interactions, tier 2 incidents, requests for information (RFIs), service/access requests, requests for change (RFCs), and RFC tasks processed in calendar year 2018 for these services.

Requirements The contractor shall comply with all general requirements outlined in the following table:

Reference (General-xx) Requirement

SharePoint Solution Development and SharePoint Support Services The sections below describe the scope and requirements of the SharePoint solution development and support services that the Contractor shall provide under this solicitation. Providing current, vendor-supported, optimally performing, highly available, and compliant systems and service is critical to enable the accomplishment of the agency mission and as such, are critical to excellent performance under this contract. The Contractor shall provide SharePoint Online Content Development and support services as detailed.

Scope of Services Supported The Contractor shall:

Provide tier 2 support for incidents relating to the SharePoint On-line platform on PBGC’s Microsoft Office 365 E3 government community cloud (GCC) tenant. Provide fulfillment for service requests including new and enhancement to existing SharePoint Solution development requests. Typical SharePoint Online (SPO) solution development and support activities include:

· Develop and maintain SPO governance, taxonomies utilizing the term store and ConceptSearch suite in conjunction with PBGC business area representatives, quality standards, and presentation standards for PBGC's SharePoint-based collaboration solutions

· Collect requirements and then develop new or enhance existing solutions on the SPO platform including, but not limited to:

· Documenting solution requirements

· Documenting user stories

· Documenting Level of Effort documentation and high-level designs

· Developing mockups for forms, workflow, access and privacy controls, etc.

· Documenting the proposed data model

· Collaborating with and presenting to customers on the development of new and enhancements to existing SPO solutions

· Development, testing, and delivery of new SPO solutions, enhancements, and defect fixes

· Provision SharePoint site collections, subsites, lists, and libraries and associated Active Directory Security groups and maintain a site registry detailing all sites and their associated URL, business function, and points of contact See Appendix E - IT Service Support Guidelines for impact, urgency, and prioritization guidelines associated with IT service and support. See Appendix F - IT Service and Support 2018 Statistical Summary for tier 2 incidents, requests for information (RFIs), service/access requests, requests for change (RFCs), and RFC tasks processed in calendar year 2018 for these services. See Appendix G - IT Infrastructure Tools List for the software utilized to provides these services.

PBGC’s SharePoint Online (SPO) environment, as of March 2019, consists of more than 225 site collections consuming more than 17 TBs of storage. These site collections contain approximately 2,000 sites including:

· Team Sites

· Intranet Sites

· Program Sites

· Community Sites

· Case Management Sites

· Application Solution Sites The following table provides the count for EnableIT service requests processed in Calendar Year 2018:

-28 Defect Fixes -79 Enhancements -32 New Solutions

Requirements The contractor shall provide ongoing SharePoint on-line content development and support services as outlined in the following table:

Reference (ME-SP-xx) Requirement

· Identifying and addressing performance bottlenecks

· Using monitoring tools and Microsoft-provided health reports to proactively plan and manage infrastructure resources to maximize system and service availability

· Performing preventative and remedial maintenance of components

· Coordinating performance of work by vendors as required and in accordance with PBGC Security policies, vendor warranties and maintenance contracts

· Provide support for SharePoint online

· Provide support for PBGC’s on-premise Concept Search suite

See SLA section for details on associated SLA measures.

· Provide integration with and configuration of SharePoint on-line component of Microsoft Office 365 E3 tenant

· Provide configuration for PBGC’s on-premise Concept Search suite

· Apply necessary configuration changes to achieve SharePoint on-line development and support service objectives including compliance with PBGC policies and procedures as well as to achieve desired operational configuration and user experience and align with industry best practices

See SLA section for details on associated SLA measures.

· New SharePoint site

· New SharePoint library with unique permissions

· New SharePoint solution development

· Existing SharePoint content enhancement and defect fixes

See SLA section for details on associated SLA measures.

· Performing litigation holds and sensitive data collection requests

· Updating content organizer rules in support of business requirements

· Process taxonomy change requests in support of business requirements

· Examine and act on improper PII postings quarantined by Concept Search in accordance with PBGC policy and procedures

· Documenting requirements utilizing detailed, unambiguous user stories

· Developing design summaries for new SPO solutions and enhancements including, but not limited to:

· mockups for forms, workflow diagrams, access and privacy controls, etc.

· proposed data model

· level of complexity and effort and SPO technologies to be utilized, e.g. InfoPath forms, workflow, lists, libraries, webparts, etc.

· Manage, track, and publish progress on development efforts through agile sprints and present updates to customer no less than monthly