MAS - Serco Inc. - 47QTCA19D0065

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Attached to: Federal Supply Schedule 47QTCA19D0065 Federal contract IDV
Contract number: 47QTCA19D0065
Issued by: GSA Federal Acquisition Service

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Written by GovTribe AI · Dec 22, 2023

This document outlines a federal supply schedule for information technology services and solutions held by Serco Inc. under contract number 47QTCA19D0065, awarded on March 5, 2019 by the GSA Federal Acquisition Service. The contract, valid through March 4, 2024, provides professional IT services across several special item numbers including systems analysis, network engineering, and automated contact center solutions. Labor rates are provided for over 80 job categories ranging from analysts and developers to project managers and subject matter experts, along with descriptions of minimum qualifications. The schedule also covers order-level materials with a maximum order value of $250,000. Pricing pages detail base rates by labor category from the initial award period through subsequent option years.

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Serco Inc. Pricelist and/or Vendor Terms and Conditions for 47QTCA19D0065, a Federal Supply Schedule awarded to Serco Inc., under Information Technology Schedule 70 (IT-70)

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Serco Business

GENERAL SERVICES ADMINISTRATION

Federal Acquisition Service Authorized Federal Supply Schedule FSS Price List

Online access to contract ordering information, terms and conditions, pricing, and the option to create an electronic delivery order are available through GSA Advantage!®. The website for GSA Advantage!® is:

https://www.GSAAdvantage.gov.

Multiple Award Schedule (MAS) Federal Supply Group: Professional Services

For more information on ordering go to the following website:

https://www.gsa.gov/schedules.

Contract Number: 47QTCA19D0065 Contract Period: March 5, 2024 – March 4, 2029

Supplement No.: PO0021

Prices Shown Herein are Net (discount deducted)

Contractor: Serco, Inc.

12930 Worldgate Drive, Suite 600

Herndon, VA 20170

Business Size: Large Business

Telephone: (703) 263-6671

FAX Number: (703) 263-6001

Web Site: www.serco-na.com

E-mail: David.Cornell@Serco-na.com

Contract Administration: David Cornell https://www.gsaadvantage.gov/ https://www.gsa.gov/schedules

CUSTOMER INFORMATION:

1a. Table of Awarded Special Item Number(s) with appropriate cross reference to item descriptions and awarded price(s):

SINs Description Cooperative Purchasing

Disaster Recovery

54151S Information Technology Professional Services Yes

Yes

561422 Automated Contact Center Solutions (ACCS) Yes Yes

OLM Order Level Materials Yes Yes

1b. Identification of the lowest priced model number and lowest unit price for that model for each special item number awarded in the contract. This price is the Government price based on a unit of one, exclusive of any quantity/dollar volume, prompt payment discounts, or any other concession affecting price. Contracts that have unit prices based on the geographic location of the customer, should show the range of the lowest price, and cite the areas to which the prices apply. See hourly prices in the chart below.

1c. If the Contractor is proposing hourly rates, a description of all corresponding commercial job titles, experience, functional responsibility, and education for those types of employees or subcontractors who will perform services shall be provided. If hourly rates are not applicable, the Contractor shall insert “Not applicable” for this item. See labor category descriptions below.

2. Maximum Order: $1,000,000.00

3. Minimum Order: $100.00

4. Geographic coverage (delivery Area): All Domestic Locations

5. Point(s) of production (city, county, and state or foreign country): Same as contractor.

6. Discount from list prices or statement of net price: Government net prices (discounts already deducted).

7. Quantity discounts:1% for orders greater than $2M

8. Prompt payment terms: Net 30 days; Information for Ordering Offices: Prompt payment terms cannot be negotiated out of the contractual agreement in exchange for other concessions.

9. Foreign items (list items by country of origin): None

10a. Time of Delivery (Contractor insert number of days): Specified on the Task Order

10b. Expedited Delivery. Items available for expedited delivery are noted in this price list. N/A

10c. Overnight and 2-day delivery. The Contractor must indicate whether overnight and 2-day delivery are available. Also, the Contractor must indicate that the ordering activity may contact the Contractor for rates for overnight and 2-day delivery. Contact Contractor

10d. Urgent Requirements. The Contractor must note in its FSS price list that ordering agencies can request accelerated delivery for urgent requirements. Contact Contractor

11. F.O.B Points(s): Destination

12a. Ordering Address(es):

Serco Inc.

David Cornell

Sr. Manager, Contracts

12b. Ordering procedures: See Federal Acquisition Regulation (FAR) 8.405-3.

13. Payment address(es):

Serco Inc.

14. Warranty provision.: Contractor’s standard commercial warranty.

15. Export Packing Charges (if applicable): N/A

16. Terms and conditions of rental, maintenance, and repair (if applicable): N/A

17. Terms and conditions of installation (if applicable): N/A

18a. Terms and conditions of repair parts indicating date of parts price lists and any discounts from list prices (if applicable): N/A

18b. Terms and conditions for any other services (if applicable): N/A

19. List of service and distribution points (if applicable): N/A

20. List of participating dealers (if applicable): N/A

21. Preventive maintenance (if applicable): N/A

22a. Special attributes such as environmental attributes (e.g., recycled content, energy efficiency, and/or reduced pollutants). N/A

22b. If applicable, indicate that Section 508 compliance information is available for the information and communications technology (ICT) products and services offered and show where full details can be found (e.g., Contractor’s website or other location). ICT accessibility standards can be found at https://www.section508.gov/. N/A

23. Unique Entity Identifier (UEI) number: DKJ1R5ABCN48

24. Notification regarding registration in System for Award Management (SAM) database:

Registered https://www.section508.gov/

FINAL PRICING

The rates shown below include the Industrial Funding Fee (IFF) of 0.75%.

SIN(s) Labor Category

Title

Minimum Required Education

Minimum Required Relevant

Experience

Facility

Year 6 Year 7 Year 8 Year 9 Year 10

3/5/2024- 3/4/2025

3/5/2025- 3/4/2026

3/5/2026- 3/4/2027

3/5/2027- 3/4/2028

3/5/2028- 3/4/2029

GSA PRICE

including

IFF

GSA PRICE

including

IFF

GSA PRICE

including

IFF

GSA PRICE

including

IFF

GSA

PRICE

including

IFF

54151S IT Systems Analyst

1 ** Associates 1 Both $47.83 $49.12 $50.45 $51.81 $53.21

54151S IT Systems Analyst

Bachelors 2 Both $76.23 $78.29 $80.40 $82.57 $84.80

54151S IT Systems Analyst

Bachelors 3 Both $85.09 $87.39 $89.74 $92.16 $94.65

54151S IT Systems Analyst

Bachelors 7 Both $135.22 $138.87 $142.62 $146.47 $150.42

54151S IT Subject Matter

Expert 1 Bachelors 2 Both $118.72 $121.92 $125.22 $128.60 $132.08

54151S IT Subject Matter

Expert 2 Bachelors 3 Both $139.93 $143.71 $147.59 $151.57 $155.66

54151S IT Subject Matter

Expert 3 Bachelors 4 Both $169.34 $173.91 $178.61 $183.44 $188.39

54151S IT Subject Matter

Expert 4 Bachelors 5 Both $182.11 $187.02 $192.07 $197.26 $202.59

54151S IT Network

Engineer/Specialist

Bachelors 1 Both $106.26 $109.13 $112.07 $115.09 $118.20

54151S IT Network

Engineer/Specialist

Bachelors 3 Both $126.82 $130.25 $133.76 $137.37 $141.08

54151S IT Network

Engineer/Specialist

Bachelors 5 Both $199.42 $204.80 $210.33 $216.01 $221.84

54151S IT Systems Admin

Bachelors 1 Both $69.00 $70.86 $72.78 $74.74 $76.76

54151S IT Systems Admin

Bachelors 2 Both $85.87 $88.19 $90.57 $93.02 $95.53

54151S IT Systems Admin

Bachelors 4 Both $118.21 $121.40 $124.68 $128.04 $131.50

54151S IT Project Manager

Bachelors 1 Both $112.16 $115.19 $118.31 $121.50 $124.79

54151S IT Project Manager

Bachelors 3 Both $126.05 $129.45 $132.95 $136.53 $140.22

54151S IT Developer 1 Bachelors 1 Both $85.98 $88.30 $90.69 $93.14 $95.66

54151S IT Developer 2 Bachelors 2 Both $99.20 $101.88 $104.63 $107.46 $110.36

54151S IT Developer 3 Bachelors 4 Both $125.26 $128.64 $132.12 $135.69 $139.36

54151S IT Developer 4 Bachelors 6 Both $149.09 $153.12 $157.25 $161.49 $165.85

54151S IT Developer 5 Bachelors 8 Both $169.35 $173.92 $178.62 $183.45 $188.40

54151S IT Application Specialist 1

Bachelors 1 Both $136.72 $140.40 $144.19 $148.08 $152.08

54151S IT Application Specialist 2

Bachelors 3 Both $169.13 $173.69 $178.38 $183.19 $188.14

54151S IT Systems Engineer 1

Bachelors 1 Both $71.88 $73.82 $75.82 $77.86 $79.97

54151S IT Systems Engineer 2

Bachelors 2 Both $97.46 $100.09 $102.79 $105.56 $108.41

54151S IT Systems Engineer 3

Bachelors 3 Both $126.91 $130.34 $133.85 $137.47 $141.18

54151S IT Help Desk Specialist **

Associates 1 Both $69.58 $71.46 $73.38 $75.37 $77.40

54151S IT Database

Administrator 1 Associates 1 Both $80.98 $83.16 $85.41 $87.72 $90.09

54151S IT Database

Administrator 2 Bachelors 2 Both $98.92 $101.59 $104.33 $107.15 $110.05

54151S IT Database

Administrator 3 Bachelors 4 Both $116.34 $119.49 $122.71 $126.03 $129.43

54151S IT Database

Administrator 4 Bachelors 6 Both $166.52 $171.01 $175.63 $180.37 $185.24

561422 Analyst I Bachelors 2 Both $54.47 $55.94 $57.45 $59.00 $60.59

561422 Analyst III Bachelors 5 Both $69.95 $71.84 $73.78 $75.78 $77.82

561422 Business Process

Analyst I Bachelors 2 Both $53.63 $55.08 $56.57 $58.11 $59.68

561422 Business Process

Analyst III Bachelors 5 Both $75.08 $77.11 $79.19 $81.33 $83.53

561422 Business Systems

Analyst II Bachelors 7 Both $60.89 $62.53 $64.22 $65.95 $67.74

561422 Call Center Deputy

Supervisor Bachelors 2 Both $38.94 $39.99 $41.07 $42.18 $43.31

561422 Call Center Supervisor I

High School 0 Both $51.86 $53.26 $54.70 $56.18 $57.70

561422 Call Center

Supervisor II High School 3 Both $62.80 $64.49 $66.24 $68.02 $69.85

561422 Compliance Specialist V

Bachelors 5 Both $110.11 $113.08 $116.13 $119.26 $122.49

561422 Content

Management Developer IV

Bachelors 7 Both $106.61 $109.49 $112.44 $115.48 $118.59

561422 Database

Administrator II Bachelors 5 Both $55.19 $56.69 $58.22 $59.79 $61.40

561422 Database

Administrator III Bachelors 7 Both $111.94 $114.96 $118.07 $121.25 $124.52

561422 Database

Administrator IV Bachelors 9 Both $134.58 $138.22 $141.94 $145.77 $149.71

561422 Director

Information Technology

Bachelors 3 Both $169.57 $174.15 $178.85 $183.68 $188.63

561422 General &

Operational Manager SME

Bachelors 5 Both $192.77 $197.97 $203.32 $208.82 $214.46

561422 General Clerk 1 ** High School 0 Both $33.07 $33.96 $34.88 $35.82 $36.79

561422 General Clerk 2 ** High School 3 Both $35.87 $36.84 $37.83 $38.85 $39.90

561422 General Clerk 3 ** High School 5 Both $37.93 $38.96 $40.01 $41.09 $42.20

561422 Help Desk Supervisor

High School 5 Both $67.67 $69.49 $71.37 $73.29 $75.26

561422 Help Desk Support

II **

High School 2 Both $23.95 $24.59 $25.26 $25.94 $26.65

561422 Help Desk Support

III **

High School 5 Both $25.00 $25.67 $26.37 $27.08 $27.82

561422 Manager I Bachelors 2 Both $70.99 $72.91 $74.87 $76.90 $78.97

561422 Manager II Bachelor 5 Both $80.75 $82.92 $85.16 $87.46 $89.81

561422 Network

Administrator II Bachelors 3 Both $70.37 $72.27 $74.23 $76.23 $78.29

561422 Network

Administrator IV Bachelors 5 Both $97.96 $100.61 $103.34 $106.13 $108.99

561422 Network Engineer

Bachelors 3 Both $58.94 $60.53 $62.17 $63.85 $65.57

561422 Network Engineer

III

Bachelors 5 Both $81.60 $83.81 $86.08 $88.40 $90.79

561422 Program Director Bachelors 5 Both $182.05 $186.96 $192.01 $197.20 $202.52

561422 Program Manager

I Bachelors 2 Both $103.42 $106.21 $109.08 $112.02 $115.04

561422 Program Manager

Bachelors 5 Both $150.45 $154.51 $158.68 $162.96 $167.37

561422 Program Manager

III

Bachelors 5 Both $185.31 $190.32 $195.46 $200.74 $206.16

561422 Programmer II Bachelors 3 Both $73.21 $75.18 $77.21 $79.29 $81.43

561422 Programmer III Bachelors 5 Both $89.08 $91.49 $93.95 $96.49 $99.10

561422 Project/Program

Manager II Bachelors 3 Both $105.26 $108.10 $111.02 $114.03 $117.11

561422 Project/Program

Manager III Bachelors 5 Both $143.62 $147.50 $151.48 $155.57 $159.77

561422 Quality Assurance

Specialist I Bachelors 2 Both $51.59 $52.98 $54.41 $55.88 $57.39

561422 Quality Assurance

Specialist II Bachelors 5 Both $62.03 $63.70 $65.42 $67.18 $69.00

561422 Scrum Master Bachelors 10 Both $57.29 $58.84 $60.43 $62.07 $63.74

561422 Security Engineer

III

Bachelors 5 Both $72.54 $74.50 $76.51 $78.58 $80.71

561422 Security Engineer

V Bachelors 7 Both $117.11 $120.27 $123.52 $126.85 $130.28

561422 Site Manager/Ops

Manager Bachelors 3 Both $58.16 $59.73 $61.34 $62.99 $64.70

561422 Software

Developer I Bachelors 5 Both $36.46 $37.45 $38.46 $39.50 $40.56

561422 Software

Developer III Bachelors 10 Both $65.61 $67.39 $69.21 $71.07 $72.99

561422 Software

Developer IV Bachelors 12 Both $94.77 $97.33 $99.96 $102.66 $105.43

561422 Software Engineer

I Bachelors 2 Both $72.41 $74.37 $76.37 $78.44 $80.55

561422 Software Engineer

Bachelors 5 Both $95.94 $98.53 $101.19 $103.92 $106.72

561422 Software Engineer

III

Bachelors 7 Both $97.09 $99.71 $102.40 $105.16 $108.00

561422 Software Engineer

Bachelors 9 Both $120.90 $124.16 $127.52 $130.96 $134.50

561422 Software Tester Bachelors 4 Both $38.53 $39.57 $40.63 $41.73 $42.86

561422 Solutions Architect

Bachelors 5 Both $138.19 $141.91 $145.74 $149.68 $153.72

561422 Solutions Architect

III

Bachelors 7 Both $147.57 $151.55 $155.64 $159.84 $164.15

561422 System Architect Bachelors 10 Both $88.52 $90.91 $93.37 $95.89 $98.48

561422 System Engineer I Bachelors 10 Both $60.39 $62.03 $63.70 $65.42 $67.18

561422 Systems

Administrator II Bachelors 5 Both $50.14 $51.49 $52.88 $54.31 $55.78

561422 Systems

Administrator III Bachelors 7 Both $88.70 $91.09 $93.55 $96.08 $98.67

561422 Systems

Administrator IV Bachelors 9 Both $95.71 $98.29 $100.94 $103.66 $106.46

561422 Systems Engineer

Bachelors 5 Both $67.36 $69.17 $71.03 $72.95 $74.91

561422 Systems Engineer

III

Bachelors 7 Both $77.48 $79.58 $81.72 $83.93 $86.20

561422 Tech

Instructor/Course Developer

Bachelors 5 Both $54.36 $55.83 $57.34 $58.89 $60.48

561422 Technical Business

Consultant I Bachelors 2 Both $76.61 $78.68 $80.81 $82.99 $85.23

561422 Technical Business

Consultant II Bachelors 5 Both $73.44 $75.43 $77.46 $79.56 $81.70

561422 Technical Business

Consultant III Bachelors 7 Both $99.52 $102.21 $104.97 $107.80 $110.71

561422 Technical Business

Consultant IV Bachelors 9 Both $136.92 $140.61 $144.41 $148.31 $152.31

561422 Technical Writer I

Bachelors 0 Both $58.16 $59.73 $61.34 $62.99 $64.70

561422 Technical Writer II

Bachelors 3 Both $76.78 $78.85 $80.98 $83.16 $85.41

561422 Technical Writer IV

Bachelors 7 Both $103.00 $105.78 $108.63 $111.57 $114.58

561422 Training Specialist

Bachelors 3 Both $60.90 $62.54 $64.23 $65.96 $67.75

561422 Training Specialist

III

Bachelors 5 Both $58.77 $60.35 $61.98 $63.66 $65.38

561422 Training Specialist

Bachelors 7 Both $83.27 $85.52 $87.83 $90.20 $92.63

561422 Training Specialist

V Bachelors 9 Both $107.80 $110.71 $113.70 $116.78 $119.93

561422 VP Enterprise Apps - Subject Matter Expert

Bachelors 3 Both $210.27 $215.94 $221.77 $227.76 $233.90

SERVICE CONTRACT LABOR STANDARDS (SCLS) MATRIX

The Service Contract Labor Standards, formerly the Service Contract Act (SCA), apply to this contract and it includes SCLS applicable labor categories. Labor categories and fixed price services marked with a (**) in the pricelist are based on the U.S. Department of Labor Wage Determination Number(s) identified in the SCLS/SCA matrix. The prices awarded are in line with the geographic scope of the contract (i.e., nationwide).

SCLS Matrix

SCLS Eligible Contract Labor Category SCLS Equivalent Code

Number

IT Systems Analyst 14101 - Computer Systems Analyst I 2015-4281

IT Help Desk Specialist 14170 – System Support Specialist 2015-4281

General Clerk 1 01111 – General Clerk I 2015-4281

General Clerk 2 01112 – General Clerk II 2015-4281

General Clerk 3 01113 – General Clerk III 2015-4281

Help Desk Support II 14160 – Personal Computer Support Technician 2015-4281

Help Desk Support III 14160 – Personal Computer Support Technician 2015-4281

Technical Writer I 30461 – Technical Writer I 2015-4281

Technical Writer II 30462 – Technical Writer II 2015-4281

Technical Writer IV 30463 – Technical Writer III 2015-4281

LABOR CATEGORY DESCRIPTIONS

Labor Category Title

Labor Category Description Minimum Education

Equivalencies and

Certifications

Minimum Years of Relevant

Experience

If applicable, indicate proposed education substitutions

Security Clearance Required

IT Systems Analyst 1 **

Follows assigned Schedule, coordinates, and participates in reviews with other Jr.

Systems Analysts, Systems Engineers, and Information Programmers. Meets with client agency functional representatives. Actively applies quality assurance measures to the performance of the contract tasking.

Associates

GED is acceptable in lieu of HS Diploma.

PhD/Masters/Bachelors + 0 years of relevant experience; High School/GED + 3 years relevant experience

IT Systems Analyst

Uses analytical and problem-solving skills for system design, development, testing, and implementation. Analyzes user needs to determine functional and cross-functional requirements. Performs functional analysis to identify required tasks and their interrelationships.

Provides technical direction for personnel performing systems development tasks.

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD/Masters+ 0 years of relevant experience;

Associates + 4 years relevant experience;

High School + 6 years relevant experience

IT Systems Analyst

Provides technical direction for personnel performing systems development tasks.

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD+0 years of relevant experience; Masters + 1 year of relevant experience; Associates

+ 5 years relevant experience; High School + 7 years relevant experience

IT Systems Analyst

Uses analytical, problem solving, and communication skills to coordinate the efforts of other system engineers in system design, development, testing, and implementation. Analyzes user needs to determine functional and cross-functional requirements. Performs functional analysis to identify required tasks and their interrelationships. Utilizes computer-aided software engineering (CASE) tools to model databases and entity relationships. Identifies resources required for each task. Provides technical and administrative direction for personnel performing systems development tasks, including the review of work products for correctness, adherence to the design

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD+ 3 years of relevant experience;

Masters+ 5 years of relevant experience;

Associates + 9 years relevant experience;

High School + 11 years relevant experience

No concept and to user standards, and for progress in accordance with schedules.

Coordinates with the Senior Applications Engineer to ensure problem solution and user satisfaction.

IT Subject Matter Expert 1

Shall have technical expertise or functional expertise in the specified subject matter. Must be able to implement the specific subject matter technology.

Must be conversant in the strengths and weaknesses of the specific subject matter technology and be able to recommend and implement appropriate technical solutions.

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD/Masters+ 0 years of relevant experience;

Associates + 4 years relevant experience;

High School + 6 years relevant experience

IT Subject Matter Expert 2

Technical expertise or functional expertise in the specified subject matter – including all skills of the subject matter consultant. Must be able to develop and execute project plans to implement the specific technology. Must be able to conduct trade-off and design assessment supporting specific subject matter technology. Must be able to troubleshoot the implemented specific subject matter technology environment.

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD+0 years of relevant experience; Masters + 1 year of relevant experience; Associates

+ 5 years relevant experience; High School + 7 years relevant experience

IT Subject Matter Expert 3

Technical expertise or functional expertise in the specified subject matter – including all skills of the subject matter specialist. Must be able to advise clients on the feasibility, usability, and successful implementation of the specific subject matter technology.

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD+0 years of relevant experience; Masters + 2 years of relevant experience; Associates

+ 6 years relevant experience; High School + 8 years relevant experience

IT Subject Matter Expert 4

Technical expertise or functional expertise in the specified subject matter – including all kills of the subject matter specialist. Must be able to advise clients on the feasibility, usability, and successful implementation of the specific subject matter technology.

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD+ 1 year of relevant experience; Masters + 3 years of relevant experience; Associates

+ 7 years relevant experience; High School + 9 years relevant experience

IT Network Engineer/Specialist

Designs, implements, and administers IT systems. Performs general and advanced trouble shooting tasks. Installs operating systems and add-on products. Integrates and configures network components and protocols. Manages Internet and Internet services, firewalls, and network security.

Performs process and data modeling in support of the planning and analysis efforts using both manual and automated tools, such as computer-aided software engineering (CASE) tools.

Bachelors N/A 1

PhD + 0 years of relevant experience;

Masters + 0 years of relevant experience

IT Network Engineer/Specialist

Performs process and data modeling in support of the planning and analysis efforts using both manual and automated tools, such as computer-aided software engineering (CASE) tools.

Bachelors N/A 3

PhD + 0 years of relevant experience;

Masters + 1 year of

IT Network Engineer/Specialist

Performs process and data modeling in support of the planning and analysis efforts using both manual and automated tools, such as computer-aided software engineering (CASE) tools.

Bachelors N/A 5

PhD + 1 year of relevant experience;

Masters + 3 year of relevant experience

IT Systems Admin

Performs software installations, configurations, and upgrades, as well as developing and executing system security plans. Conducts effective system performance monitoring and adjusts system parameters. Manages backup and recovery procedures and troubleshoots system failures and malfunctions.

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD/Masters+ 0 years of relevant experience;

Associates + 3 years relevant experience;

High School + 5 years relevant experience

IT Systems Admin

Coordinates and manages system staff responsible for performing software installations, configurations, and upgrades, as well as developing and executing system security plans.

Conducts system performance monitoring and adjusts system parameters.

Establishes and manages backup and recovery procedures and troubleshoots system failures and malfunctions.

Resolves customer problems and interfaces with customers at various organizational levels.

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD/Masters+ 0 years of relevant experience;

Associates + 4 years relevant experience;

High School + 6 years relevant experience

IT Systems Admin

Coordinates and manages system staff responsible for performing software installations, configurations, and upgrades, as well as developing and executing system security plans.

Conducts system performance monitoring and adjusts system parameters.

Establishes and manages backup and recovery procedures and troubleshoots system failures and malfunctions.

Resolves customer problems and interfaces with customers at various organizational levels.

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD+0 years of relevant experience; Masters + 2 years of relevant experience; Associates

+ 6 years relevant experience; High School + 8 years relevant experience

IT Project Manager

Responsible for overall performance of a project. Maintains and oversees schedules and costs. Reviews all deliverables and work products to ensure that they meet quality standards.

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD/Masters+ 0 years of relevant experience;

Associates + 3 years relevant experience;

High School + 5 years relevant experience

IT Project Manager

Responsible for overall performance of a project. Maintains and oversees schedules and costs. Reviews all deliverables and work products to ensure that they meet quality standards.

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD+0 years of relevant experience; Masters + 1 year of relevant experience; Associates

+ 5 years relevant experience; High School + 7 years relevant experience

IT Developer 1

Designs and develops information systems based on visual software architecture and components with the use of state-of-the-art visual programming tools. Produces pseudo-code, technical specifications, modeling definitions and

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD/Masters+ 0 years of relevant experience;

Associates + 3 years relevant experience;

High School + 5 years data dictionaries to support the ongoing life cycle of the resultant applications.

IT Developer 2

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD/Masters+ 0 years of relevant experience;

Associates + 4 years relevant experience;

High School + 6 years relevant experience

IT Developer 3

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD+0 years of relevant experience; Masters + 2 years of relevant experience; Associates

+ 6 years relevant experience; High School + 8 years relevant experience

IT Developer 4

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD+ 1 year of relevant experience; Masters + 3 years of relevant experience; Associates

+ 7 years relevant experience; High School + 9 years relevant experience

IT Developer 5

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD+ 4 year of relevant experience; Masters + 6 years of relevant experience; Associates

+ 9 years relevant experience; High School + 11 years relevant experience

IT Application Specialist 1

Works on fairly complex applications and assignments. Determines costs/quality choices as basis for measuring feasibility of various approaches. Communicates with internal and external sources to assure proper and timely project completion.

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD/Masters+ 0 years of relevant experience;

Associates + 3 years relevant experience;

High School + 5 years relevant experience

IT Application Specialist 2

Uses judgment and initiative in developing analytical and computational techniques and methodology for solving problems f unusual technical difficulty or complexity on projects which may be technically unique to the industry.

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD+0 years of relevant experience; Masters + 1 year of relevant experience; Associates

+ 5 years relevant experience; High School + 7 years relevant experience

IT Systems Engineer 1

Assists more experienced systems architects in designing architectures that include software, hardware, and communications solutions to support IT requirements, as well as provide for present and future cross-functional requirements and interfaces. Assists in evaluating problems of workflow, organization, and planning and develops appropriate corrective action

Bachelors N/A 1

PhD + 0 years of relevant experience;

Masters + 0 years of

IT Systems Engineer 2

Designs systems and architectures that include software, hardware, and communications solutions to support IT requirements, as well as provide for present and future cross- functional requirements and interfaces. Ensures architectures are in compliance with open systems standards as they apply to the client’s environment. Evaluates compatibility of information system development efforts with agency architectures and recommends adjustments, as appropriate. Evaluates problems of workflow, organization, and planning and develops appropriate corrective action. May function as team leader for less experienced systems architects. (May include technical knowledge of workflow processes, document management systems, document imaging software, network requirements, and imaging hardware.)

Bachelors N/A 2 PhD/Masters+ 0 years of relevant experience

IT Systems Engineer 3

Designs systems and architectures that include software, hardware, and communications solutions to support IT requirements, as well as provide for present and future cross- functional requirements and interfaces. Ensures architectures are in compliance with open systems standards as they apply to the client’s environment. Evaluates compatibility of information system development efforts with agency architectures and recommends adjustments, as appropriate. Evaluates problems of workflow, organization, and planning and develops appropriate corrective action. May provide guidance and direction to less experienced systems architects. (May include technical knowledge of workflow processes, document management systems, document imaging software, network requirements, and imaging hardware.)

Bachelors N/A 3

PhD+0 years of relevant experience; Masters + 1 year of relevant experience

IT Help Desk Specialist **

Provides support to IT users on issues of moderate complexity. Applies knowledge of state-of-the-art software, hardware, network infrastructure, and information technology to troubleshoot user/system problems. Provide installation services and define facilities requirements. Routes highly complex problems to more experienced technical specialists. May possess knowledge of structured cabling systems, document imaging, document management, and workflow COTS systems.

Associates

GED is acceptable in lieu of HS Diploma.

PhD/Masters/Bachelors + 0 years of relevant experience; High School + 3 years relevant experience

IT Database Administrator 1

Assists the senior database administrator in the design and use of databases, the global view of databases, and access to the databases. Assures the safekeeping of the databases (from accidental or intentional damage or loss), monitors the usage of databases, and develops standards, procedures, and conventions for use. Designs databases and uses database management systems.

Associates

GED is acceptable in lieu of HS Diploma.

PhD/Masters/Bachelors + 0 years of relevant experience; High School + 3 years

IT Database Administrator 2

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD/Masters+ 0 years of relevant experience;

Associates + 4 years relevant experience;

High School + 6 years relevant experience

IT Database Administrator 3

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD+0 years of relevant experience; Masters + 2 years of relevant experience; Associates

+ 6 years relevant experience; High School + 8 years relevant experience

IT Database Administrator 4

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD+ 2 years of relevant experience;

Masters + 4 years of relevant experience;

Associates + 8 years relevant experience;

High School + 10 years relevant experience

Analyst I

Compiles, maintains, verifies, and may interpret data in accordance with plans developed by others. Performs basic trend analyses of data in order to identify any potential technical and management problems. Assists with drafting reports of findings along with related documentation for higher level review. Has knowledge of commonly used concepts, practices, and procedures within a particular field. Relies on experience and judgment to plan and accomplish goals. Performs a variety of tasks. Works under general supervision.

Typically reports to a supervisor or manager. A certain degree of creativity and latitude is required.

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD/Masters+ 0 years of relevant experience;

Associates + 4 years relevant experience;

High School + 6 years relevant experience

Analyst III

Compiles, maintains, verifies, and interprets data using organization plans and independent judgment. Performs in-depth analyses of data in order to identify trends and potential technical and management problems. Drafts reports of findings along with related documentation for higher level review. Familiar with a variety of the field's concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. May lead and direct the work of others. A wide degree of creativity and latitude is expected. Typically reports to a manager.

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD+ 1 year of relevant experience; Masters + 3 years of relevant experience; Associates

+ 7 years relevant experience; High School + 9 years

Business Process Analyst I

Analyzes and documents one or more of an organization's processes. Meets with subject matter experts within the organization to gather process information and/or requirements.

Designs and documents new processes and obtains organizational feedback.

Communicates process flows or requirements to staff for software development efforts or as part of procedural training.

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD/Masters+ 0 years of relevant experience;

Associates + 4 years relevant experience;

High School + 6 years relevant experience

Business Process Analyst III

Analyzes and documents one or more of an organization's processes. Meets with subject matter experts within the organization to gather process information and/or requirements.

Designs and documents new processes and obtains organizational feedback.

Communicates process flows or requirements to staff for software development efforts or as part of procedural training. May interact with senior level staff to propose process modifications.

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD+ 1 year of relevant experience; Masters + 3 years of relevant experience; Associates

+ 7 years relevant experience; High School + 9 years relevant experience

Business Systems Analyst II

Reviews, analyzes, and evaluates business systems and user needs.

Formulates systems to parallel overall business strategies. Writes detailed description of user needs, program functions, and steps required to develop or modify computer programs. Familiar with relational database concepts, and client-server concepts. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. May lead and direct the work of others. May report directly to a project lead or manager. A wide degree of creativity and latitude is expected.

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD+ 3 years of relevant experience;

Masters+ 5 years of relevant experience;

Associates + 9 years relevant experience;

High School + 11 years relevant experience

Call Center Deputy Supervisor

Supervises regional talent acquisition consultants, coordinators and support staff and is responsible for the performance management and hiring of these employees. Fills a variety of assigned positions in operations and management. Develop and maintain candidate pools for a proactive recruiting function. Develops new strategies and programs to attract candidates. Works closely with talent acquisition manager to share best practices, aids on critical needs and coordinate on national-level initiatives. Oversee staff in properly determining applicant qualifications by interviewing applicants; analyzing responses; verifying references;

comparing qualifications to job requirements.

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD/Masters+ 0 years of relevant experience;

Associates + 4 years relevant experience;

High School + 6 years

Call Center Supervisor I

Responsible to provide supervision and leadership to Customer Service

Representatives with the goal of meeting program objectives and designated contract service level agreements. Set goals for performance and deadlines in ways that comply with company’s plans and vision and communicate them to subordinates. Organize workflow and ensure that employees understand their duties or delegated tasks. Receive complaints and resolve problems, referring to Human Resources when appropriate. Maintain timekeeping and personnel records. Ensure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises. Perform tasks to assure service level requirements;

RTA, AHT, Adherence goals are met.

Assume leadership responsibility for department tasks and call center activities as required.

High School

N/A 0 PhD/Masters/Bachelors/

Associates + 0 years relevant experience

Call Center Supervisor II

Responsible to provide supervision and leadership to Customer Service

RTA, AHT, Adherence goals are met.

Assume leadership responsibility for department tasks and call center activities as required.

High School

N/A 3

PhD/Masters/Bachelors + 0 years relevant experience; Associates + 1 year relevant experience

Compliance Specialist V

Responsible for compliance programs and/or audit activities. Prepares and completes regulatory and compliance documents to ensure compliance with contractual requirements and federal, state, and local government regulations (e.g. DCAA, DCMA, DOL, etc.).

Responsible for policies and procedures and coordinates the review process for compliance and updates. Designs and implements internal test reviews.

Supports CAS related issues, including training. Stays abreast of changes in government and contractual regulations and communicates changes to promote company awareness of regulations.

Administers and updates company

Disclosure Statements. Responsible for some or all of the following: report creation and generation, data auditing and analysis. Knowledgeable with a variety of the field's concepts, practices, Bachelors

GED is acceptable in lieu of HS Diploma.

PhD+ 1 year of relevant experience; Masters + 3 years of relevant experience; Associates

+ 7 years relevant experience; High School + 9 years and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. May lead and direct the work of others. A wide degree of creativity and latitude is expected. Typically reports to a director.

Content Management Developer IV

Responsible for developing and providing content for external/internal portals or websites. Develops and modifies new and existing template solutions.

Responsible for coordinating the display of graphics and the production of documents/projects. Gathers feedback for improvement and enhancements. May be responsible for writing a variety of technical articles, reports, brochures, and/or manuals for documentation for a wide range of uses. Demonstrates expertise in a variety of the field's concepts, practices, and procedures.

Relies on extensive experience and judgment to plan and accomplish goals. A wide degree of creativity and latitude is expected. Performs a variety of tasks.

May lead and direct the work of others.

Typically reports to a manager or head of a unit/department.

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD+ 3 years of relevant experience;

Masters+ 5 years of relevant experience;

Associates + 9 years relevant experience;

High School + 11 years relevant experience

Database Administrator II

Provides technical direction for database design, maintenance, and administration.

Evaluates and recommends available DBMS products after matching user requirements with system capabilities.

Develops and formulates standards, procedures, and conventions f

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD+ 1 year of relevant experience; Masters + 3 years of relevant experience; Associates

+ 7 years relevant experience; High School + 9 years relevant experience

Database Administrator III

Provides technical direction for database design, maintenance, and administration. Evaluates and recommends available DBMS products after matching user requirements with system capabilities. Develops and formulates standards, procedures, and conventions for database use. Leads technical/programming staff to ensure database security from accidental or intentional loss or damage. Determines file organization, indexing methods and security procedures for specific user applications. Requires demonstrated expertise in the use of database management systems and related products from vendors such as Oracle, SAP, SAS, and IBM. Familiar with a variety of the field's concepts, practices, and procedures. Generally, leads a group

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD+ 3 years of relevant experience;

Masters+ 5 years of relevant experience;

Associates + 9 years relevant experience;

High School + 11 years of database administrators. Relies on extensive experience and judgment to plan and accomplish goals. Typically reports to a project director.

Database Administrator IV

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD+ 5 years of relevant experience;

Masters + 7 years of relevant experience;

Associates + 11 years relevant experience;

High School + 13 years relevant experience

Director Information Technology

Collects and analyzes data to provide an independent and objective oversight of the likely future performance of major projects. Follows established modeling and evaluation processes to determine the effectiveness of current operational activities and to determine problem areas and develop solutions. Administers quality policies and procedures that cover two or more functional areas Researches and analyzes basic and complex issues surrounding the processes and systems of an organization. Uses independent technical, strategic, and contractual expertise to audit project plans and personnel and develop a forecast of likely technical, economic, and safety performance and critical success factors.

Makes recommendations surrounding improving processes, efficiency, and practices. Communicates changes and may provide training to impacted business units. Familiar with a variety of the field's concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals.

Performs a variety of tasks. May lead and direct the work of others. A wide degree

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD+ 0 years of relevant experience;

Masters + 1 year of relevant experience;

Associates + 5 years relevant experience;

High School + 7 years of creativity and latitude is expected.

Typically reports to top management.

General & Operational

Manager SME

Responsible for managing local scheduling and real-time operations that facilitate the maximization of resources

(human and automated) to achieve customer satisfaction, productivity, schedule adherence and economic goals.

Oversees daily activities of call center operations to maximize scheduling and real-time utilization of resources;

analyzes and recommends part-time, flexible, and full-time employee mix for the site or program. Interfaces with central operations management to ensure smooth coordination of scheduling and maximization of schedule adherence;

provides input on local conditions, identifies needs, and receives direction on real-time staffing increases or decreases.

Bachelors

GED is acceptable in lieu of HS Diploma.

PhD+ 1 year of relevant experience; Masters + 3 years of relevant experience; Associates

+ 7 years relevant experience; High School + 9 years

General Clerk 1 **

This position requires familiarity with the terminology of the office unit. The General Clerk selects appropriate methods from a wide variety of procedures or makes simple adaptations and interpretations of a limited number of substantive guides and manuals. The clerical steps often vary in type or sequence, depending on the task.

Recognized problems are referred to others.

Responds professionally, accurately, and completely to requests to customer inquiries by required channel to provide non-technical problem resolution.

Resolves routine and basic problems and communicates solution or requested information to the customer. Analyzes a customer's service needs and refers to other service or technical departments for follow up as needed. May utilize a customer relationship application or database to record activities and research product information. Provides administrative support in a variety of functions to an individual, team, department, or other group in an organization.

Will be expected to receive complex inbound participant phone calls and provide appropriate customer service support in accordance with defined agencies and Serco guidelines. They will utilize authorized computer systems to gather and confirm information prompted by incoming calls and provide the needed research necessary to support complex participant requests. The successful candidate will be able to provide rapid, efficient, and accurate customer service, to include research related to customer needs, in a professional manner for extended periods of time in accordance with the requirements of the contract.

High School

GED is acceptable in lieu of HS Diploma.

PhD/Masters/Bachelors/

Associates + 0 years relevant experience

General Clerk 2 **

Recognized problems are referred to others.

Responds professionally, accurately, and completely to requests to customer inquiries by required channel to provide non-technical problem resolution.

High School

GED is acceptable in lieu of HS Diploma.

PhD/Masters/Bachelors + 0 years relevant experience; Associates + 1 year relevant experience administrative support in a variety of functions to an individual, team, department, or other group in an organization.

This is the start of the file's text. The full file is on GovTribe.

File details come from the government source that posted it. Updated Jun 6, 2019.