STATEMENT OF WORK (SOW)

Customer: Southwest Regional Maintenance Center (SWRMC) Provider: TBD Engagement Name: ServiceNow Staff Augmentation Services Date: Aug 17, 2026

1.0 Project Background & Objective

The Southwest Regional Maintenance Center (SWRMC) requires professional technical services to support, modernize, and scale its enterprise digital workflows. The vendor will provide high-caliber, onsite staff augmentation engineering resources to migrate legacy systems, expand ServiceNow Service Management capabilities, and design custom workflows.

The primary objectives of this engagement are:

1. System Migration: Migrate SWRMC's existing Oracle APEX web portal to the ServiceNow platform.

2. ITSM Expansion: Stand up IT Service Management (ITSM) capabilities specifically tailored for IT and Facilities help desk ticketing.

3. Custom Application Development: Build custom applications on the ServiceNow App Engine for specialized SWRMC business functions that do not align with standard out-of-the-box ITSM frameworks.

2.0 Scope of Work

The Vendor will provide two (2) onsite Full-Time Equivalent (FTE) engineering resources, supported by senior advisory consulting and project management, to execute the tasks outlined below.

2.1 Core Development and Migration Targets

The primary focus of the augmented team is to build, configure, and convert the following application modules:

Apprenticeship Program Tracking: Manage and track coursework, training progression, and associated personnel records.

Cell Phone Management: Track device inventory, manage new number provisioning, handle service cancellations, and automate approval workflows.

Personnel-Related Data & Organizational Hierarchy: Structure employee files, organizational chart attributes, and department hierarchies with robust data-handling safeguards and granular access controls.

IT Checkout and Equipment Issue: Digitalize IT inventory tracking, equipment loaner programs, and standard check-in/check-out processes.

Support/Logistics Workflows: Examples include contractor management, deployability readiness tracking, and safety gear/PPE issue management.

Facilities Requests & Help Desk: Implement facilities ticketing, dispatching, and resolution workflows.

Command (CMD) Correspondence & Knowledge Base: Establish automated tracking for command-level correspondence, a centralized knowledge base, and military gains/losses management.

2.2 Technical Requirements & System Constraints

The implementation will require adherence to the following technical parameters:

Identity & Access Management: Integration with Navy / Cloud City onboarding requirements, including Common Access Card (CAC) and Multi-Factor Authentication

(MFA).

Role-Based Access Control (RBAC): Implementation of hierarchy-based visibility reflecting SWRMC's division, branch, and work-center structures.

Field-Level Security: Strict form-level and field-level access control to protect personally identifiable information (PII) and sensitive personnel-related data. (Note:

ServiceNow HR Service Delivery (HRSD) is not currently in scope).

Platform Maintenance: Deployment of routine plugin updates, update set packaging/promotion, and system upgrade monitoring.

3.0 Key Roles & Qualifications

To meet SWRMC’s objectives, the Vendor will supply two dedicated FTE roles and a structured governance layer.

3.1 Solution Architect (SA) - 1.0 FTE (Onsite)

The SA acts as the primary technical point of contact and lead for the development team.

Key Responsibilities:

o Serve as the architectural lead, aligning ServiceNow capabilities with SWRMC requirements.

o Translate business needs into high-level technical designs and stories.

o Oversee Scrum/Agile ceremonies, manage sprint cycles, and deliver Sprint

Demos.

o Mentor developers and technical consultants on design standards.

Key Qualifications:

o 1.5+ years of dedicated ServiceNow platform experience (3+ years preferred, 5+ years industry experience).

o ServiceNow Certified System Administrator (CSA) and Certified Implementation

Specialist (CIS-ITSM).

o Extensive experience with ServiceNow development languages (JavaScript, Angular JS, Jelly, HTML, etc.).

o Active TS (Top Secret) Clearance and IAT Level 2 Certification.

3.2 Technical Consultant (TC) - 1.0 FTE (Onsite)

The TC focuses on hands-on development, implementation, and application integration.

Key Responsibilities:

o Lead the technical design and configuration of ITSM modules and custom apps.

o Integrate third-party systems and data sources using LDAP, SSO, SAML, Web

Services (REST/SOAP).

o Ensure all code, configurations, and deliverables adhere to ServiceNow best practices.

Key Qualifications:

o Bachelor’s degree in Computer Science, IT, or related field.

o Minimum 5 years of progressive IT experience, with at least 3 years focused on

ServiceNow implementations.

o Active ServiceNow CSA plus multiple CIS certifications.

o Active TS (Top Secret) Clearance and IAT Level 2 Certification.

3.3 ServiceNow Consulting & Governance Team

Governance Support: To ensure quality and alignment with US Navy enterprise standards, The Vendor will provide up to five (5) hours per week of senior reach-back advisory support. This includes weekly governance reviews, risk mitigation, and technical escalation support.

Project Management (PM): Regular PM oversight to serve as a single point of administrative support, track schedule adherence, and monitor resource utilization.

4.0 Period and Place of Performance

4.1 Period of Performance (PoP)

The performance schedule consists of a base period with two consecutive option periods, totaling a one-year engagement:

Performance Phase Duration Estimated Start Date Estimated End Date

Base Period 4 Months TBD TBD

Option Period 1 4 Months TBD TBD

Option Period 2 4 Months TBD TBD

4.2 Place of Performance

All work will be performed onsite at SWRMC facilities.

The exact physical office location is to be determined (TBD).

Any blended onsite/remote model must be formally approved by the SWRMC

Contracting Officer.

5.0 Project-Specific Assumptions

1. Security Clearance: Both onsite FTE resources must maintain an active Top Secret

(TS) Clearance and hold an IAT Level 2 Certification (e.g., Security+ CE).

2. Contract Security (DD-254): A Department of Defense Contract Security Classification

Specification (DD-254) must be issued and received with the final contract award.

3. Government Furnished Equipment (GFE): SWRMC will provide the necessary workstations, network access, CACs, and workspace for onsite resources.

4. Scoping Disclaimers: Completion of all legacy migrations is subject to technical discovery. The Vendor makes no absolute guarantees of total application migration within the base 4-month period without a completed formal discovery questionnaire and application inventory mapping.

5. Standard Work Week: Billing is based on a standard 40-hour work week per FTE.

6. Exclusions: The current pricing structure does not cover travel expenses, per diem, contracting fees, or project financing costs.

6.0 Pricing and Payment Terms

SWRMC will be invoiced monthly on a fixed-rate, professional services model based on standard 40-hour work weeks per FTE.

6.1 Pricing Table

Performance Period Billable Units (Months)

Monthly Unit Rate

Total Period Price

Base Period (Months 1–4) 4 $- $-

Option Period 1 (Months 5–8) 4 $- $-

Option Period 2 (Months 9–12) 4 $- $-

TOTAL ENGAGEMENT

VALUE