Attach 16-Task 14 ITSS AJW-L300 DRAFT for follow-on 9-15-22.pdf

Information Technology Support Services (ITSS)

Task Statement of Work

(TSOW 14)

FAA Logistics Center AJW-L300 Information Systems Group

6500 South MacArthur Boulevard

Oklahoma City, OK 73125

DRAFT

15 August 2022

Task Statement of Work (TSOW) Custom Development Support

Task Reference: TSOW 14 (previous contract Task 18) Type: Labor Hours

1.0 Description/Summary

The Mike Monroney Aeronautical Center (MMAC) awards and administers an Information Technology Support Services (ITSS) contract. The Federal Aviation Administration Logistics Center (FAALC) has this task order (TO) under that contract. The AJW-L300 Information Systems Group (ISG) is the FAALC organization responsible for providing IT services and technically overseeing this TO. This Statement of Work (SOW) defines requirements for the AJW-L300 TO. Acronyms are in Appendix A.

Contractor for this TO is not required to purchase IT hardware, software and materials for which the Contractor would invoice the FAA. Contractor must complete the tasks described in this SOW and staff the following positions:

a. Functional Analyst II

b. Functional Analyst IV

c. Information Engineer, Level III

d. Information Engineer, Level IV

e. Information Technology Training Specialist

f. System Administrator IV

g. Systems Analyst/Programmer, Level IV

h. Telecommunications Specialist, Level V

2.0 Place of Performance

Contractor must perform work at the locations necessary to satisfactorily complete the tasks required by FAA. Contractor’s primary place of performance must be at the MMAC facilities located in Oklahoma City, Oklahoma. FAALC intends to have the Contractor employees physically located in the Logistics Support Facility.

3.0 Work Schedule

Contractor hours of operation and observance of Holidays must be in accordance with the contract’s SOW. Normal work days are Monday through Friday, between the hours of 0600 to 1800. Normal work day is 8 hours, but flexing is allowed. FAA may require the Contractor to work premium time on this TO. Telework is not routinely expected, but will be permitted if authorized by the Contracting Officer’s Representative (COR). Contractor has no additional operational requirements during emergency or inclement weather situations, versus requirements in effect during normal operating conditions. All Federal Holidays must be observed by the Contractor unless approved otherwise by the

COR.

4.0 Security/Privacy Requirements

Contractor must comply with the security/privacy requirements of the contract’s SOW and FAA Orders on Information Systems Security. Contractors will be given access to information systems to the level that FAA determines is appropriate for a given task. Contractor must not reveal information the Contractor may become privy to that FAA considers to be sensitive in nature, to anyone other than those with an authorized need to know.

5.0 Government Provisions

Government furnished property such as facilities, equipment and materials will be in accordance with the contract’s SOW. FAA will make available to the TO Contractor employees located at the MMAC, work stations and office equipment (such as desktop computers and telephones) similar to that used by Government personnel. Formal furnishing of Government property to the Contractor will be held to the minimum level determined necessary by FAA. FAA will provide as FAA considers appropriate for a given task items such as information system access, technical information and specialized training.

6.0 Tasks

6.1 Functional Analyst II

Works closely with systems analyst and applies experience of respective functional area (i.e., accounting, human resources, logistics, etc.) to system analysis and design areas for large scale, complex systems. Analyzes problem areas and postulates feasible solutions. Participates in and conducts structured project reviews (walk through). Provides assistance in the development of design deliverables. Provides management with status of projects, problems or other outstanding project related issues.

AJW-L300 specific Contractor must provide software applications administration functional support, including daily support of operations and users. Contractor must work within the framework of the FAA applications administration team. Contractor must provide functional analysis support to enable technical developers to make software maintenance changes, software enhancements and develop new software.

Contractor must provide software applications administration functional support for AccessAML. There are currently 16 software applications under AccessAML. AccessAML by using Crowd software allows single log-on and enhances system security. The 16 applications are ACFAS, AMS, BPA, CARD, CDLS, CFI, Confluence, C&R, DCRS, ITRS, JIRA, NOCC, Production Control, Shipping, TripGen and WMS. Contractor must support all the applications under AccessAML even if they should change from those listed previously.

Contractor must meet FAA requirements, provide deliverables and meet the schedule for each task. Contractor must as required by FAA complete the following tasks:

a. Support daily functional operation of the information systems and software applications

b. Support system users, technical personnel such as developers, and vendors with their questions and operational issues

c. Monitor usage of software applications for operational problems, such as not processing actions correctly and resolve issues when discovered

d. Research system problem reports, which are typically generated by users of the system

e. Initiate problem reports when Contractor discovers issues requiring remedy

f. Determine valid requirements for numerous database tables and data fields, and revise those existing as needed

g. Provide training support such as to system users

h. Develop system and project documentation in the area of functional analysis

i. Provide detailed knowledge of respective organizational practices, procedures, policies and methodologies pertaining to the management and administration of automated systems

j. Provide functional assistance to support FAA’s purchase of software

k. Support ISG’s Quality Management System

l. Attend server based information system meetings and teleconferences, such as to support planning, development, implementation, operations and maintenance

m. Manage user accounts, network rights, and access to AccessAML and the 16 applications within

AccessAML

n. Change user access to AccessAML, such as due to their relocating or changing jobs

o. Launch changes to users within the AccessAML Visual Basic applications

p. Add remote addresses for users to utilize AccessAML's Visual Basic applications

q. Test daily all 16 applications within AccessAML to ensure functionality for users

r. Verify AccessAML applications have correct upgrade versions

s. Troubleshoot issues with AccessAML and its 16 applications

t. Resolve CDLS requisitions that are shown as still pending but are complete

u. Assist vendors with CDLS issues such as requisitions that do not appear during the file transfer process

v. Correct ACFAS entries when users enter incorrect information regarding service orders

w. Setup users for AccessAML applications, such as AMS, CDLS and WMS in environments such as development, test and production

x. Reset AccessAML account passwords in development, test and production for all 16 applications

y. Provide user and group account maintenance for DocuShare and BMx (FAA Mike Monroney

Aeronautical Center Business Management Solutions)

z. Research CFI files for users such as for billing charges

aa. Assist users in requesting access to CFI

bb. Test CFI when fixes and enhancements are made

cc. Assist users to create CFI reports

dd. Resolve CFI problems

ee. Research and support users to identify their Cost Center Accounts

ff. Review user access requests for AccessAML with its applications such as CFI and CARD, such as for more information needed for security level requested

gg. Resolve CARD problems such as when sending CARD data to Defense Logistics Information

Services

hh. Complete other functional analysis related tasks required by FAA as work progresses

ii. Complete other tasks that can be done by someone with the skill set of this position

6.2 Functional Analyst IV

Works closely with systems analysts and applies experience of respective functional area (i.e., accounting, human resources, logistics, etc.) to system analysis and design areas for large scale, complex systems. Analyzes problem areas and postulates feasible solutions. Provides assistance in the development of design deliverables. Participates in and conducts structured project reviews (walk through). Provides management with status of projects, problems or other outstanding project related issues.

6.3 Information Engineer III

Apply business process improvement practices to re-engineer methodologies/principles and business process modernization projects. Apply, as appropriate activity and data modeling, transaction flow analysis, internal control and risk analysis and modern business methods and performance measurement techniques. Assist in establishing standards for information systems procedures.

Develop and apply organization-wide information models for use in designing and building integrated, shared software and data base management systems and data warehouses. Construct sound, logical business improvement opportunities consistent with corporate information management guiding principles, cost savings, and open system architectural objectives.

6.4 Information Engineer IV

Apply an enterprise-wide set of disciplines for the planning, analysis, design, and construction of information systems on an enterprise-wide basis or across a major sector of the enterprise. Develop analytical and computational techniques and methodology for problem solutions. Perform enterprise wide strategic systems planning, business information planning, business and analysis. perform process and data modeling in support of the planning and analysis efforts using both manual and automated tools. Apply reverse engineering and re-engineering disciplines to develop migration strategic and planning documents. Provide technical guidance in software engineering techniques and automated support tools. Provide daily supervision and direction to staff.

6.5 Information Technology Training Specialist

Gathers and documents need for IT training and proposes feasible solutions. Designs, develops, and presents IT training in either classroom and/or computer-based setting. Coordinates classes, tracks and reports attendance, assesses employee progress and IT training program effectiveness. Improves/updates materials based on feedback and changes to IT training program. Complies with Federal law and policy regarding training.

Requires substantial knowledge of computer systems.

AJW-L300 specific

Experience:

Experience analyzing needs and developing IT specific training in an adult education environment. Must demonstrate good communication skills and the ability to work independently or under general direction only.

a. Preferably 2 years’ experience in writing/editing or complex administrative type task.

b. Advanced computer skills in Microsoft Office Suites (Excel, Word and Powerpoint). (C) Preferably has Advanced computer skills in IFS, JIRA, SMARTTool, WMS, 2C8, PRISM, Javascript, CSS, HTML, eLMS, etc.

d. Knowledge Sharing Network (KSN) administration and document management.

e. Familiar with SAFE Agile and Scrums.

Skills:

Gathers and documents need for IT training and proposes feasible solutions. Designs, develops, and presents IT training in either classroom and/or computer-based setting. Coordinates classes, tracks and reports attendance, assesses employee progress and IT training program effectiveness. Improves/updates materials based on feedback and changes to IT training program. Requires substantial knowledge of computer systems.

a. Performs all occupational base tasks for Technical Writer in support of the FAA Logistics Center (FAALC) Information Systems Group/Logistics Center Support System Office (AJW-L300).

b. Plan, develop, organize, write and edit operational procedures and manuals.

c. Research, develop and document technical design specifications and test scripts.

d. Produce electronic documentation in addition to hard copy manuals

e. Maintain a comprehensive library of technical terminology and documentation

f. Analyze documents to maintain continuity of style of content

g. Manage updates and revisions to technical literature

h. Excellent written and verbal communication skills

i. Proficiency in MS Office

j. Strong attention to detail

k. Able to write in explanatory and procedural styles for multiple audiences

l. Skilled at prioritization and multi-tasking

m. Develops, writes, and edits material for reports, manuals, briefs, proposals, instruction books, catalogs, and related technical and administrative publications concerned with logistic support services and software systems

n. Support the training program by maintaining and tracking training for employees

o. Establish and maintain files and documentation both hard copy and electronically to include work revision, drawings, diagrams, charts

p. Work highly visible tasks that require interfacing with upper management including FAA Headquarters executives

q. Provide work in highly professional and diplomatic manner

r. Develop high quality documentation for use by upper management

s. Prepare correspondence, documents, reports, summaries, charts, schedules and replies

t. Read documents, publications, regulations and directives, and apply those that are applicable to each given function/task

u. Convert information from paper and electronic mediums to other formats

v. Provides advanced skills in formatting documents

w. Maintains knowledge and skills in proper use of the English language, writing, grammar and punctuation

x. Manipulate data and consolidate the information into documents

y. Provide thorough knowledge, understanding and skills in computer file management, filing and conversion process to include word documents into PDF form

z. Have advanced knowledge and skills in Microsoft Excel, Microsoft PowerPoint, to create presentations or reports.

aa. Provide scanning, image manipulation, and image editing including cropping, coloring and layering

bb. Use a wide range of computer software for word processing, document preparation, report writing and spreadsheet preparation

cc. Write and format information on a variety of subjects

dd. Maintain electronic files and file systems

ee. Print, assemble and distribute complex documents, checklists and manuals

ff. Maintain an inventory of available manuals, checklists and documents

gg. Perform document distribution to various offices and personnel

hh. Speak with various organizations, clients and personnel over the telephone utilizing proper telephone etiquette that presents an appropriate, positive image

ii. Answer office phone line, handle calls, forward calls to appropriate point of contact and take messages

jj. Use personal computer and software packages to develop, revise, edit and update various types of documentation and databases

kk. Assist in the completion of special projects

ll. Coordinate work activities with individuals within AJW-L300 and external to AJW-L300.

mm. Attend meetings and prepare meeting minutes, schedule meetings, and manage conference room calendar

nn. Work in a “team” environment and provide assistance and guidance promptly and willingly

6.6 System Administrator IV

Monitors system performance to ensure adequate resources (hardware, software and communications) are available to meet customer requirements. Coordinates problem resolution with customers, teaming partners and vendors. Evaluates new and existing system software and recommends changes to improve efficiency and/or functionality. Tunes system software and performs workload analysis and load balancing to optimize system efficiency. Performs authorized maintenance of a highly specialized nature on system software, compilers, assemblers, and utility systems. Establishes and maintains system security. Provides management with status of projects, problems or other outstanding project related issues.

Description The contractor must provide the technical services described in this section. Nominal support hours required to perform these services are described where applicable. The services must be functional, accessible and usable 24 hours a day, 7 days a week.

The contractor must provide computer services including both Data Center Operations and Software Engineering. These include such services as the operation, maintenance, and sustaining engineering of computing systems, distributed servers, and peripherals, as well as the development and maintenance of computer and web applications.

The nominal support requirement for this service is 0600 through 1800, Monday through Friday, and performing remote monitoring with on-call support at all other times. Additional support may be required during major events based on scheduled customer requirements and may result in 2nd shift, 3rd shift, weekend, or Federal holiday work.

Contractor to act as Subject Matter Expert (SME), for reviewing hardware & software renewal quotes for AJW-L300 to ensure the correct information such as model numbers, quantities, serial numbers, modifications are correct/current.

Once the Support Contract Period of Performance has commenced, contractor is to ensure thru various means, such as logging into Vendor portal, that support is in place for covered hardware/software.

Based on market research and coordination with Federal Staff, contractor may be an alternate Point of Contact for working with outside vendors to request quotes and discuss requirements.

Windows Server Administration Skills:

Support must include, but is not limited to the following:

a. Monitor incoming ticket queue and work or route tickets as they arrive, according to established work instructions. Current ticketing system: Jira.

b. Monitor and report malicious and suspect activity on all systems including reviewing the system access log files.

c. Monitor and report any sensitive information stored improperly on systems. Investigate, diagnose and take prescribed actions on all operational events, alarms and incidents including standard log monitoring looking for any type of higher than prescribed classification of system data.

d. Perform Server Storage Administration duties, which must include, but is not limited to storage requests, managing local file shares and mount points, and managing network shares including permissions. Standard Windows SA duties including Operating System installs, configurations, patching, etc.

e. Local Account Administration which must include, but is not limited to create, delete, modify local accounts, password resets, and account group management. Perform local file management which must include, but is not limited to adding, removing, modifying file permissions and creating local file/folder shares. Perform as secondary point of contact for Server Network Administration, which must include, but is not limited to IP Address Management (add, remove, modify), firewall rule requests, and DNS requests. Work all service request tickets from Service Desk according to technical operating procedures. Monitor systems for up/down status and normal operation, report status to FAA.

f. Implement all operational procedures as documented in the technical operations procedures.

Maintain operational logs and journals on all events, warnings, alerts and alarms; recording, classifying and reporting all messages for FAA personnel review. Perform VMware Server Administration of ESX host (Windows), which must include, but is not limited to installing, managing and maintaining server level, and monitoring logs (currently using VMWARE / ESX Hosting in environment).

g. Provide Windows server/system administration, including but not limited to point of contact for all Windows security posture, adjudicate audit findings in conjunction with identified FAA Information Security Officers (ISSO), Windows scheduler.

h. Contract personnel must be available to participate in the on-call rotation as designated by the FAA manager. During their on-call week, Contractor must answer an emergency phone call within 15 minutes, then begin resolving the problem within two hours. If the issue is not within the scope of the contract duties, the on-call contractor must notify FAA management. If the contract employee does not respond within the allotted time, this will be considered a negative response, and the contract company will be notified. Contractor will be responsible as the Primary POC for after-hours calls for identified Windows Servers, with a FTE as backup.

i. Some general administrative training is mandatory. This training is primarily offered on-line at no cost to the vendor. Time spent on mandatory training will be at least three hours but not more than 10 hours. No other training will be provided by the government. Contractor support may be required to attend classes at the program site or at a vendor training facility. Contractor must ensure all contract employees are trained in the SAFe 4.5 (or higher) Framework. SAFe is in use for Scrums for example, therefore contractor needs to be familiar with Methodolgy.

j. Some general administrative experience with “Commvault Complete Backup & Recovery” software, which is a COTS application. Commvault is the current backup / restore application in use.

6.7 Systems Analysis/ Programmer IV

Supports a Level V Systems Analyst/Programmer on highly complex and diverse tasks. Performs systems analysis, design, programming, documentation, testing, and implementation of applications, which are administrative, business, or technically oriented in nature. This work will principally involve one or all of the following: modifying existing applications, configuring commercial-off-the-shelf applications, and/or developing new applications. Directs and participates in all phases of software development with emphasis on requirements development, planning, analysis and design, and testing and acceptance phases. Applies standard business and data manipulation principles and methods to technical problems to arrive at automated solutions. Designs and prepares technical reports and related documentation, and charts and graphs to record results. Prepares and delivers presentations and briefings as required by the task on a complex combination of one or more task orders. Provides management with status of projects, problems or other outstanding project related issues. Establishes and maintains system security.

Provide systems analysis and programming support for mainframe information systems. ISG mainframe information systems typically are based on NATURAL, COBOL and ADABAS database.

FAALC is replacing the Logistics and Inventory System (LIS). LIS is a legacy supply support mainframe hosted information system. LIS is a mission support system required to provide the repair parts needed to support the National Airspace System (NAS). These repair parts keep equipment operating, such as air traffic controller equipment and radars at the major airports.

The Logistics Center Support System (LCSS) is replacing, enhancing and modernizing LIS to better support the NAS supply chain infrastructure. LCSS has been partially deployed. Many LIS functions, transactions and system interfaces have still not been transitioned to LCSS. LIS cannot be decommissioned yet, and LCSS has not reached full operating capability.

Contractor must provide for the mainframe information systems, the systems analysis and programming support as required by FAA for completing tasks associated with LIS operations, transitioning to LCSS and the decommissioning of the mainframe information systems. Contractor tasks may involve items such as making software changes, use of mainframe information systems utilities and job control language.

Contractor must provide mainframe information systems technical administration support, in the area of systems analysis and programming. Contractor must support the daily administrative technical operation of the systems, and provide technical operational support to those needing it, such as to functional analysts and system users. Contractor must complete other systems analysis and programming related tasks required by FAA as work progresses. Contractor must complete other tasks as required by FAA that can be done by someone with the skill set of this position.

6.8 Telecommunications Specialists V

Performs systems analysis, including design and documentation. Interacts with and provides services to various Government agencies, public utilities, contractors, vendors, architects, and engineers.

Develops plans, standards, policies, and documentation for new and existing voice/data telecommunication program requests as outlined in each task order. Prepares and presents briefings as required by the Task Leader.

a. Provide telecommunications systems technical, installation, operations, maintenance, repair and upgrading support at FAALC facilities, such as the Logistics Support Facility, Distribution Center, Technical Support Facility, Thomas Road warehousing facility and Instrument Landing System Building

b. Provide technical support for multiple generations of telecommunications systems and equipment

c. Complete telecommunications studies, such as to upgrade equipment and to enhance the systems

d. Work with other FAA organizations outside of FAALC on matters affecting FAALC telecommunications operations

e. Install, operate, maintain, repair and upgrade wireless systems such as for wireless access points

f. Maintain and replace batteries at wireless access points

g. Configure and maintain wireless devices, wireless firewalls, and encryption and decryption systems

h. Configure firewall rules to only allow certain protocols

i. Configure and maintain virtual private network capabilities

j. Install, operate, maintain, repair and upgrade telecommunications equipment, such as Ethernet switches, routers, Ethernet and fiber modules, and telecommunications closets and patch panels connections

k. Route, install and terminate cable such as fiber and coaxial to enable telecommunications, such as from telecommunications closets and patch panels to the equipment requiring connectivity, including configuring and assigning Internet Protocol addresses

l. Provide telecommunications related support for the Warehouse Management System (WMS)

m. Provide telecommunications related support for barcoding equipment and the FAALC 2D (Two

Dimensional) Barcoding Program

n. Maintain and repair handheld wireless scanners/computers used with WMS

o. Configure handheld wireless scanners/computers and test with the firewalls

p. Maintain, repair and replace bar code scanners, cradles and batteries

q. Provide procurement support for telecommunications products and services including technical research, developing cost estimates, writing technical descriptions of products and services, and writing purchasing justifications

r. Provide technical support for antennas, such as for directional and dome antennas

s. Provide telecommunications related support for equipment requiring connectivity, such as install roof antennas, run cables and make termination connections

t. Provide technical support for cellular repeaters

u. Configure, install and maintain cellular boosters, amplifiers and antennas

v. Attenuate local, ceiling and rooftop antennas

w. Upgrade software on equipment, such as for Ethernet switches, routers and firewalls

x. Enable and update antivirus, antispam and intrusion prevention software

y. Check system log server daily for errors and security violations of the telecommunications systems, such as for the Ethernet switches and wireless access points

z. Monitor daily handheld wireless scanners/computers wireless data terminal sessions in Stay-

Linked server

aa. Complete other telecommunications related tasks required by FAA as work progresses

bb. Complete other tasks as required by FAA that can be done by someone with the skill set of this position

7.0 Deliverables

Contractor must provide as required by FAA the following deliverables:

a. Software applications and information systems:

1) Software that the Contractor develops

2) Programming source code

3) Development documentation

4) Enhancement and modifications documentation

5) Maintenance and upgrades documentation

6) Operations documentation

7) Disposal documentation

b. Systems analysis and programming documentation

c. Telecommunications documentation

d. Repairs for equipment and hardware

e. Documentation for equipment and hardware

f. Monthly Progress Report as per the contract’s SOW

g. Other deliverables as required by FAA that are within scope of the contract

8.0 Applicable Standards, Business Processes and References

Contractor must provide ITSS in accordance with this SOW and applicable documents as required by FAA for completing a given task. Contractor must comply with FAA Orders on Information Systems Security.

9.0 Travel

Contractor must travel when required to complete tasks. Minimal travel is expected. All travel must be funded in advance and authorized by the COR in writing. All reimbursement of travel cost is subject to the contract clause for Travel Reimbursement, and the Federal Travel Regulation.

10.0 Delivery/Performance Requirements

Contractor must work with FAA as a team within the requirements of the contract and this TO.

Contractor must maintain open communications with FAA Management, FAA subject matter experts (SMEs), the COR and the Contracting Officer (CO). Contractor must use information and input when provided by FAA to work tasks.

Contractor must deliver a Monthly Progress Report (MPR) that describes work done broken down by each Contractor employee. COR will review the MPR and email the Contractor regarding its acceptance or need for changes. Performance will be assessed based on MPR review, invoice review, COR monitoring of the Contractor, and customer feedback such as from FAA SMEs.

Contractor must provide written and verbal task statuses when required by FAA Management, FAA SMEs, COR and CO. Contractor personnel as required by FAA must attend meetings and participate in discussions. Contractor communications with FAA must include means such as one-on-one discussions, meetings, teleconferences, electronic mail, telephone and facsimile.

Contractor must use Microsoft Office applications for documentation deliverables developed under this TO unless FAA authorizes otherwise. Documentation may be in Contractor format unless FAA requires otherwise for the specific task. Contractor must deliver software/source code on the media and in the format required by FAA for the given task. Deliverables must be submitted to individuals as FAA requires for the specific task. All deliverables provided by the Contractor become the exclusive property of FAA, unless existing intellectual property rights supersede that, such as if proprietary commercial-off-the-shelf software is used as part of system development.

11.0 Inspection and Acceptance of Support Service Deliverables

Contractor must provide deliverables that meet FAA requirements for the specific task. Contractor must meet the task completion schedules required by FAA. FAA must have the right for deliverables to inspect, test, determine acceptance and require changes for Contractor resubmittal. Time allowed for Contractor correction and resolution of deliverables will vary with each specific task.

The FAA SMEs on a specific task will provide informal inspection of Contractor task work, and advise the COR of performance issues. Formal acceptance of labor hours worked will be determined by the COR as part of reviewing invoices. All invoicing actions must be in accordance with the contract.

Payment of invoices will be subject to the COR’s review and validation that charges are correct.

Appendix A - Acronyms

AJW-L300 FAA Logistics Center Information Systems Group CO Contracting Officer COR Contracting Officer’s Representative FAA Federal Aviation Administration FAALC FAA Logistics Center ISG Information Systems Group IT Information Technology ITSS Information Technology Support Services LCSS Logistics Center Support System LIS Logistics and Inventory System MMAC Mike Monroney Aeronautical Center MPR Monthly Progress Report NAS National Airspace System SME Subject Matter Expert SOW Statement of Work TO Task Order WMS Warehouse Management System