26Q0114_Statement of Work_(SOW) - Rev1.pdf

Statement of Work (SOW)

Enterprise Workflow Modernization and Migration Services

1.0 Project Background & Objective

The Southwest Regional Maintenance Center (SWRMC) requires professional technical services to support, modernize, and scale its enterprise digital workflows. Currently, SWRMC's internal personnel face a critical technical knowledge deficit and lack the specialized certifications and experience required to develop, configure, and maintain modern enterprise cloud workflow platforms. To address this capability gap and build long-term operational self-sufficiency, the Contractor shall provide high-caliber, onsite staff augmentation engineering resources at Naval Base San Diego to migrate legacy systems, expand ServiceNow Service Management capabilities, design custom workflows, and deliver a structured training and knowledge transfer program.

The primary objectives of this engagement are:

System Migration: Migrate SWRMC's existing legacy web portal (currently built on Oracle APEX) to the enterprise ServiceNow platform. Replacing these legacy systems while maintaining SWRMC's mission-critical portal applications is of the highest priority and cannot tolerate operational disruptions.

IT Service Management (ITSM) Expansion: Establish ITSM capabilities specifically tailored for IT and Facilities portal application ticketing.

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 (OOTB) ITSM frameworks.

Workforce Upskilling & Structured Training: Design and execute a comprehensive technical training and hands-on knowledge transfer program. This objective aims to systematically eliminate the internal knowledge deficit, ensuring SWRMC personnel are fully capable of administering, sustaining, and expanding the platform and its custom portal applications post-transition.

2.0 Scope of Work

The Contractor shall provide two (2) onsite Full-Time Equivalent (FTE) engineering resources, stationed physically on-base at Naval Base San Diego, CA. These resources shall be supported by senior offsite advisory consulting and project management (Governance Team) to execute the core development, migration, and training tasks outlined below.

All onsite personnel must maintain or be eligible to obtain appropriate security clearances, submit and obtain approved System Authorization Access Requests (SAAR-N / DD Form 2875), and maintain valid physical base access credentials (such as DBIDS and CAC) for the entirety of the contract performance period.

2.1 Core Development and Migration Targets

The primary focus of the augmented team includes, but is not limited to, designing, building, configuring, testing, and deploying the following application modules and workflows within the ServiceNow platform:

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

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

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

IT Check-in / Check-out and IT Asset Management: Digitalize IT inventory tracking, equipment loaner programs, and standard check-in/check-out processes.

Support/Logistics Workflows: Implement contractor management, deployability readiness tracking, and safety gear/Personal Protective Equipment (PPE) issue management.

IT, Facilities, and Security Requests & Help Desk: Design and implement facilities ticketing, automated dispatching, SLAs, and resolution workflows.

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

Additional Workflow Modules: The Contractor shall configure and build additional ad-hoc modules, catalogs, and customized workflows as prioritized and directed by SWRMC leadership within the limits of the allocated FTE capacity.

2.2 Technical Requirements & System Constraints

The Contractor must ensure all implementations strictly adhere to the following technical parameters:

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

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

Field-Level Security: Implementation of strict form-level and field-level access control to protect Personally Identifiable Information (PII) and sensitive personnel data. (Note: ServiceNow HR Service Delivery (HRSD) is not currently in scope; custom solutions must replicate these guardrails within the custom tables).

3.0 Key Roles & Qualifications

To meet SWRMC’s objectives, the Contractor shall supply two dedicated onsite FTE roles and a structured consulting governance layer.

3.1 ServiceNow Developers - 2.0 FTE (Onsite - Naval Base San Diego)

To ensure optimal operational flexibility, technical redundancy, and direct collaboration, the Contractor shall provide two (2) ServiceNow Developers. Both resources shall perform the same technical duties interchangeably and must possess the unified set of qualifications, certifications, and security clearances detailed below.

Key Responsibilities:

Serve as technical and architectural leads, aligning platform capabilities with SWRMC's functional requirements.

Perform hands-on development, scripting, and configuration on the platform leveraging Flow Designer, REST/SOAP Web Services, JavaScript, HTML, CSS, SSO, and Mid-Servers.

Translate business needs into technical designs, architectural documentation, and agile user stories.

Configure core ITSM modules and build custom application workflows on the App Engine.

Map, migrate, validate, and convert legacy data tables and logic from SWRMC's legacy web portal (Oracle APEX) to the new platform's unified schema.

Government Progress Reporting: Conduct regular progress checks in accordance with the project's Plan of Action and Milestones (POAM) and report development, integration, and migration progress directly to government leads.

Advise SWRMC stakeholders on leveraging out-of-the-box (OOTB) configurations versus customizations to protect platform upgradeability.

Guide and train SWRMC’s future system administrators throughout the lifecycle of the engagement, delivering structured hands-on knowledge transfer and workshops to eliminate the internal staff knowledge deficit.

Architect and integrate advanced platform capabilities, including AI offerings, search configurations, and automated processing tools.

Lead agile Scrum ceremonies, including sprint planning, daily stand-ups, sprint demos, and retrospectives.

Provide process definition, re-engineering, and gap analysis for field service, facilities, and support workflows during stakeholder workshops.

Ensure all code, configurations, and deliverables adhere to platform development best practices, conducting peer reviews to maintain high quality.

Key Qualifications & Experience:

Minimum of 5 years of progressive IT experience, with at least 3 years focused on configuring, developing, and implementing solutions on the enterprise platform.

Extensive scripting, web development, and API integration experience (including XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, SAML).

Demonstrated ability to consult, influence, and provide thought leadership to stakeholders in solving complex business process or technical problems.

Experience creating complex technical architectures comprising multiple integrated enterprise components.

Strong understanding of federal data compliance and security standards, including PII and PHI protection.

Knowledge of Field Service processes (e.g., work order management, auto-assignment, territory management, asset management, preventative maintenance).

Active or eligible for a Top Secret (TS) Security Clearance, physical base access eligibility for Naval Base San Diego, and an approved SAAR-N on file.

Strong interpersonal skills, customer-centric attitude, and the ability to work cohesively in a military environment.

Department of the Navy (DON) Cyber IT / Cybersecurity Workforce (CSWF) Requirements:

Direct Compliance: Both engineering resources must fully comply with SECNAV M-5239.2 (Cybersecurity Workforce Program), DoD 8570.01-M, and DoDI 8140.01 guidelines at the time of onboarding and maintain active compliance throughout the contract.

CSWF Specialty Area Mapping: Position maps to Specialty Area Application Software Developer

(621) or System Administrator (451).

Baseline Security Certification: Both engineers must possess a valid, active Information Assurance Technical Level II (IAT-II) baseline certification (e.g., CompTIA Security+ CE, GSEC, SSCP, or CCNA Security) at the start of performance.

Computing Environment (CE) Qualification: Both engineers must hold valid, platform-specific Operating System/Computing Environment (OS/CE) certifications. Active Certified System Administrator (CSA) and Certified Application Developer (CAD) certifications satisfy this DON requirement.

Access Requirements: Deployed personnel must complete annual cybersecurity awareness training, submit approved System Authorization Access Requests (SAAR-N / DD Form 2875), and execute a formal DON Privileged Access Agreement (PAA) prior to receiving administrative or development access to government instances or networks.

Required Platform Certifications:

ServiceNow Certified System Administrator (CSA) - Required on Day 1

ServiceNow Certified Application Developer (CAD) - Required on Day 1

ServiceNow Certified Implementation Specialist (CIS) in a core workflow area (e.g., ITSM, App Engine) - Required or obtained within 90 days of award

3.2 Contractor Program Management & Governance Team (Offsite / Advisory)

The Governance Team provides administrative oversight, high-level technical steering, and contract quality assurance without adding daily onsite footprint overhead.

Key Responsibilities:

Government Reporting: Establish and maintain standard reporting interfaces to present project health, sprint velocity, and burn-down metrics directly to government leads.

POAM Alignment: Direct regular project progress checks in accordance with the approved Plan of Action and Milestones (POAM).

Provide specialized, ad-hoc reach-back support for complex architecture or platform-level hurdles.

Ensure overall delivery quality, schedule adherence, and contract compliance.

4.0 Contractor Qualifications and Performance Requirements

4.1 Qualifications & Experience

The Contractor must satisfy the following objective qualifications to be considered for award:

Navy Enterprise Experience: The Contractor must demonstrate successful past performance in deploying, configuring, and maintaining enterprise application frameworks within a U.S. Navy cloud environment or equivalent military network framework.

Sustained Platform Certifications: The Contractor must guarantee that all deployed personnel possess active, non-expired certifications (CSA and CAD) on Day 1 of performance.

OEM Coordination Channel: The Contractor must maintain an active, established support channel with the Platform OEM (ServiceNow) to facilitate rapid tier-3 troubleshooting, licensing verification, and technical escalation support throughout implementation.

POAM Integration Experience: The Contractor must demonstrate corporate experience utilizing formal Plan of Action and Milestones (POAM) scheduling and tracking methodologies on previous federal defense contracts.

4.2 Risk Mitigation & Operational Continuity

Onboarding Speed: Due to the critical nature of the portal applications being migrated, any personnel vacancy must be filled with a certified, physical clearance-eligible (active or eligible for immediate clearance processing), and DBIDS/CAC/SAAR-N approved replacement capable of reporting onsite to Naval Base San Diego within ten (10) business days.

Transition and Knowledge Handover: The Contractor must deliver a comprehensive System Handover Plan and training logs to SWRMC government leads at least thirty (30) days prior to contract expiration to prevent any post-transition operational deficit.