Attachment 3 Service Requirements.pdf

Attachment 3 Service Requirements

Information below lists the duties and responsibilities of resources expected to be identified on the Contract. Prospective Contractor can submit job titles outside of those listed if they meet the needs to perform the duties expected in the Contract.

Expected full time equivalents is only meant to be an estimate of expected resources based on current O&M staffing and the anticipated workload for the term of the Contract. It is up to the Prospective Contractor to determine the size and scope of resources based upon information in the RFP and attachments.

Project Manager Duties and Qualifications – Key Personnel

Resources will be under the leadership of project managers, who shall be responsible for the management of the resources of the team. The team lead shall coordinate with DFA OCSE Information Systems Management staff regarding project management and resource allocation.

Expected Full Time Equivalent (1)

Job Duties

1. Provides overall project, delivery order, task order or subtask management for large, complex programs and information system development projects including management program and systems design, development, deployment, maintenance, and enhancements.

2. Assists interfacing with all government and commercial activities and provides integration planning and execution for cross-functional processes and applications.

3. Ensures schedules, milestones, deliverables, and technical solutions are in accordance to technical and budgetary constraints and support all program objectives.

4. Leads the project or multiple tasks and retains overall responsibility for performance, including cost, schedule, deliverables, and contractual compliance.

5. Provides the interface to the customer and other project leaders.

6. Identifies, acquires, and utilizes company resources to achieve project technical objectives.

7. Establishes priorities for task assignments through completion.

8. Ensures that quality and productivity standards are maintained while meeting requirements deadlines and constraints.

9. Ensures quality assurance and timely delivery of all deliverables.

10. Identifies all task responsibilities and reports any changes or suggestions to ensure compliance for government regulations and codes, as well as organizational policy and procedures.

Qualifications Functional Requirements

1. Resources shall have at least five (5) years’ public sector experience working with health and human services projects. Child support enforcement program experience is preferred.

2. Capable of communicating with functional and technical groups. Coordination with DFA OCSE Information Systems staff and DFA OCSE users and user groups is vital to the operation and maintenance of DFA OCSE Information Systems as well as the Arkansas child support enforcement program.

Technical Requirements Contractor resources shall meet the following requirements:

1. The formal education equivalent of a bachelor’s degree in computer science, business management or a related field; plus, three years of experience in project leadership, management or a related field.

2. Five (5) plus years of experience in ASP.NET and C#, JQuery, Ajax and MVC 4.0 framework, SQL Server 2017.

3. Experience in SSIS and SSRS; and good working knowledge of HTML5, Microsoft Visual Studio 2017, MS Office 365, Smart Sheet, SQL Query and Team Foundation Server.

Helpdesk Duties and Qualifications

Expected Full Time Equivalent (2)

Job Duties

1. Provides user support for desktop applications and hardware.

2. Interfaces with users and systems engineers to analyze, troubleshoot, and resolve incidents.

3. Develops and manages team policies, procedures, and scripts to ensure trouble tickets are handled efficiently and effectively.

4. Assists in hiring, training, evaluating, and scheduling employees by advising of the requirements of the position, providing feedback on performance, and communicating goals and objectives.

5. Reads technical manuals, confers with users, and/or conducts computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

6. Refers major hardware/software problems or defective products to vendors or technicians for service.

7. Leads development of new functions, system integrations, and changes to the trouble ticketing system.

8. Develops training materials and procedures, and trains users in the proper use of hardware or software.

9. Performs other duties as assigned.

Qualifications Functional Requirements

3. Resources shall have two (2) years public sector experience working with health and human services projects. Child support enforcement program experience is preferred.

4. Exceptional analytical and problem-solving skills.

5. Advanced collaboration, communication, and interpersonal skills.

6. Excellent organizational and time management skills.

1. The formal education equivalent of a bachelor’s degree in information technology, computer science, or a related field; plus, three years of experience in information technology or a related field, including two years in a supervisory or leadership capacity.

OR

Completion of technical training in computer science, data processing, or a related field acquired from a vocational, military, or industrial setting; plus, three years of experience in information technology or a related field, including two years in a supervisory or leadership capacity.

2. Proficient with Microsoft Suite, Visio MS Project, Smart Sheet, Visual Studio, MS Teams, SQL, Track-It.

Database Administration Duties and Qualifications

Expected Full Time Equivalent (2 to 3)

Job Duties

1. Install, configure, and maintain Microsoft SQL Server Databases in a highly distributed, secure enterprise environment.

2. Maintains Development, Staging, Training and Production environments.

3. Review SQL code, optimizing code, checking coding standards against ANSI standards.

4. Maintains data standards, including adherence to the Data Protection Act

5. Monitoring performance and working with SQL profiler and Database Engine Tuning

Advisor for tuning queries, indexes, to find performance issues, etc.

6. Develop SSIS packages, scheduled them as jobs and deploy packages in SQL Server

Integration Services.

7. Implementation of SQL logins, users, roles and authentication modes as a part of security policies

8. Create and monitor NAS backups and maintain backups as per State and federal retention policies.

9. Analyze, solve, and correct the production issues based on help desk tickets.

10. Create, maintain and monitor nightly batch jobs using Argent Job scheduler and Argent

Queue Engine.

11. Creates physical data model and maintains/modifies as needed

12. Assists with complex queries

13. Review execution plans to determine where indexes can be built to improve performance

14. Writes database documentation, including data standards, procedures and definitions for the data dictionary (‘metadata’)

15. Controls access permissions and privileges

16. Develops, manages and tests backup and recovery plans

17. Ensures that storage, archiving, backup and recovery procedures are functioning correctly

18. Conducts capacity planning

19. Provide 24x7 support for critical production systems and Participate in on-call duty

1. Resources shall have two (2) years of public sector experience working with SQL databases on health and human services projects. Child support enforcement program experience is preferred.

2. Solid experience in complete Software Development Life Cycle (SDLC) of software and web applications including analysis, design, development, integration, implementation, maintenance, debugging, testing, and reports.

3. Master’s degree in computer applications or related field and minimum 5 years of experience

4. Databases: Microsoft SQL Server

5. Tools: SQL Server Management Studio, SQL Profiler, SSIS, SSRS, SSAS, Import

Export Utility, BCP, Commvault Backup and Recovery tool, Perfmon Admin Tool, ARGENT Scheduler, ERWIN, MS VSS, TFS, MS Office and MS Visio.

Network Administration Duties and Qualifications

Expected Full Time Equivalent (3 to 4)

Job Duties

1. Adds, deletes, and maintains voice and mail phone systems.

2. Configures anti-spam and anti-virus.

3. Tweaks anti-DoS/DDoS kernel code.

4. Brute Force Detection.

5. Provides capacity planning and analysis of LAN and WAN connections.

6. Assists in network modeling, analysis, planning, and design both local area network

(LAN), wide area network (WAN).

7. Check and Monitor server log files.

8. Checks hard disk drive for space or any corruption.

9. Checks core file and folder permission.

10. Checks application functionality.

11. Recommends necessary software and hardware upgrades.

12. Administration and management of backups.

13. Update security patches using Microsoft System Center tools

14. Disables unused and insecure services.

15. Removes insecure packages and unnecessary software.

16. Reviews log auditing for unusual activity.

17. Investigates hacking attempts.

18. Restores files from backup.

19. SSH server hardening.

20. Intrusion detection and prevention.

21. Conducts security audits.

22. Manage Web Servers running IIS 7.0 and later versions

23. Develops and maintains security practices for software applications, networks, servers, and desktops.

24. Installs and configures firewalls.

25. Installs and manages all routers, switches, and hubs.

26. Maintains Internet connections.

27. Maintains patch management for servers, networking equipment, and desktops.

28. Monitors network host.

29. Applies Security Policies.

30. Deploys and manages workloads on cloud services like Azure, and on-premises using

Hyper-V

31. Installs, configures, and maintains computer servers and peripherals, install software upgrades, and manage hardware upgrades.

32. Secures system by developing system access, monitoring, control, and evaluation;

establishing and testing disaster recovery policies and procedures; completing back-ups;

maintaining documentation.

33. Automates tasks using VbScript, and Windows PowerShell.

34. Performs operating system maintenance and operating system configuration and troubleshooting.

35. Provides troubleshooting of Windows operating system errors.

36. Tests and implements basic integrated network hardware and software solutions.

37. Monitor’s performance to identify and resolve system infrastructure problems.

38. Establishes system specifications by conferring with users; analyzing workflow, access, information, and security requirements; designing system infrastructure.

39. Establishes system by planning and executing the selection, installation, configuration, and testing of PC and server hardware, software, LAN and WAN networks, and operating and system management systems, defining system and operational policies and procedures.

40. Maintains system performance by performing system monitoring and analysis, and performance tuning; troubleshooting system hardware, software, networks and operating and system management systems; designing and running system load/stress testing;

escalating application problems to vendor.

41. Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

1. Resources shall have five (5) years of public sector experience working with health and human services projects. Child support enforcement program experience is preferred.

1. Master’s degree in computer science, computer engineering or related field.

Business Analyst Duties and Qualifications

Expected Full Time Equivalent (8)

Job Duties

1. Designs and develops functional requirements for computer applications with moderate scope.

2. Meets with prospects or clients to understand system objectives and gather sufficient information for functional definitions.

3. Provides support to project managers for business process reengineering.

4. Uses modeling interactions (case design) as an element of overall functional system design.

5. Designs application information flow.

6. Provides high level analytical skills.

7. Presents overview recommendations to management.

8. Plans and conducts feasibility studies.

9. Integrates recommendations with current applications, when needed.

10. Define informational requirements for systems studies and develops procedural documents.

1. Resources shall have at least two (2) years public sector experience working with health and human services projects. Child support enforcement program experience in application design and development, maintenance, and implementation is preferred.

2. Knowledge should include all areas of child support business processes.

3. Expertise should include functional design, documentation, testing and training.

1. Working knowledge of Microsoft Team Foundation Server, SQL Query Analyzer, ASP.NET, Microsoft Office 365, Net development framework.

2. Master’s degree in computer science, computer applications or related and two years of experience.

OR

Bachelor’s degree in computer science, computer applications or related and five years of experience.

Technical Architect Duties and Qualifications

Expected Full Time Equivalent (1-2)

Job Duties

1. Evaluating an organization’s requirements and assessing how IT processes can assist them.

2. Help develop and evaluate plans for technological architecture implementation.

3. Ensure that the designs for an application contribute to the organization’s technical strategy.

4. Identify software and hardware that the implementation plan requires.

5. Provide help in the process of evaluating software and/or build technology solutions that can be integrated in existing on-premises solutions.

6. Develop alternative models/prototypes for review

7. Document design requirements

8. Assist/provide oversight in designing technical architecture for online and batch modules

9. Contribute to the development of processes and methodologies

10. Monitor adherence to the user requirements, documentation, and process standards.

11. Serve as interface between functional, development, network, and DBA teams

12. Assist in the gathering of technical and functional requirements

13. Help define the solution that best encompasses all detailed requirements prescribed by the user

14. Overseeing all the moving parts of the system integration Provide resolution to issues regarding design throughout the life cycle of the project

15. Review and approve all Design Documents

16. Be available to provide consultative support to any developer or development team on questions of standards, procedures, techniques, etc.

17. Maintain current knowledge of business area, including best practices and industry standards, legislation and policy, and technology to extent possible

Qualifications Functional Requirements

1. Resources shall have at least five (5) years public sector experience working with health and human services projects. Experience in child support application design and development, maintenance, and implementation is preferred.

2. Experience in implementation of PRWORA certified child support system is preferred.

3. Knowledge of all business processes within a child support enforcement program is preferred.

Technical Requirements Contractor resources shall meet the following requirements:

1. Master’s degree in computer science, computer applications or related and two years of experience

OR

Bachelor’s degree in computer science, computer applications or related and five years of experience.

2. Seven (7) plus years of experience in Classic ASP; ASP.Net 4.5 with C#, JQuery, Ajax, JSON, SQL Server 2017.

3. Experience in SSIS and SSRS; and good working knowledge of HTML5, Microsoft Visual Studio 2017, and Team Foundation Server; JavaScript; XML/XSLT; Style Sheet;

VB Script; ADO.Net; Web Services; SQL Query analyzer.

Systems Analyst Duties and Qualifications

Expected Full Time Equivalent (3-5)

Job Duties

1. Designs and develops functional requirements for computer applications with moderate scope.

2. Meets with prospects or clients to understand system objectives and gather sufficient information for functional definitions.

3. Provides support to project managers for business process reengineering.

4. Uses modeling interactions (case design) as an element of overall functional system design.

5. Designs application information flow.

6. Provides high level analytical skills.

7. Presents overview recommendations to management.

8. Plans and conducts feasibility studies.

9. Integrates recommendations with current applications, when needed.

10. Defines informational requirements for systems studies and develops procedural documents.

Qualifications Functional Requirements

1. Resources shall have at least five (5) years public sector experience working with health and human services projects. Experience in child support application design and development, maintenance, and implementation is preferred.

2. Experience in implementation of PRWORA certified child support system is preferred.

3. Knowledge of all business processes within a child support enforcement program is preferred.

Technical Requirements Contractor resources shall meet the following requirements:

1. Master’s degree in computer science, computer applications or related and two years of experience

OR

Bachelor’s degree in computer science, computer applications or related and five years of experience.

2. Five (5) plus years of experience in Classic ASP; ASP.Net 4.5 with C#, JQuery, Ajax, JSON, SQL Server 2017.

3. Experience in SSIS and SSRS; and good working knowledge of HTML5, Microsoft

Software Developer Duties and Qualifications

Expected Full Time Equivalent (6 to 9)

Job Duties

1. Analyzes and develops computer software.

2. Analyzes hardware, software, workload, and COTS packages.

3. Analyzes goals and specifications and develops system requirements and software specifications.

4. Performs analysis, design, and development of complex computer systems software.

5. Designs, programs, implements, and documents interactive programs.

6. Detects and corrects system failures and implements system enhancements.

7. Develops analytical techniques and methodology for problem solutions.

8. Assists with customization, installation, maintenance, setting of standards and optimizing product performance.

9. Translates user requirements into hardware, software, and communication requirements.

10. Develops and applies organization information models for use in designing and building integrated, shared software and database management systems.

11. Applies systems analysis and engineering techniques and procedures to developing complex information systems.

12. Works in Multi-tier architecture, highly scalable and high-performance web application system.

13. Defines requirements and feasibility of technical solutions to meet business requirements.

14. Designs and develops UI Screens and user controls using Visual Studio 2017, ASP.NET

4.5, MVC 4.0, C#.NET, jQuery, AJAX, jQuery, and JSON.

15. Develops robust and user-friendly .NET based web applications integrated with database and user interface from provided design concepts by using HTML/CSS.

16. Uses class entities in application for data to store in database from UI pages.

17. Writes performant SQL stored procedures and proposes database designs as required.

18. Utilizes Team Foundation Server 2012 for version control.

19. Writes test cases to unit test the application and executing them without issues.

20. Resolves issues raised by users in different production environments.

21. Reports and manages defects based on established processes, ensuring accurate and timely entry.

22. Works from specifications drawn up by software developers and other team members.

23. Performs systems testing and parallel runs to verify accuracy of the system.

24. Provides implementation support, user/customer training, and product support.

25. Conducts performance analysis and testing in a multi-user environment.

26. Creates appropriate graphic user interfaces for database using visual studio.

27. Performs code optimization for code written in client server architecture using: SQL

Server with front end such as Java, Dot Net and Web Services.

28. Creates web related architecture/report/forms using HTML, XML, SSRS.

29. Analyzes the requirements for intended computerized system.

30. Compiles and writes documentation of computer programs and revisions.

31. Consults with technical team and managerial staff to define and resolve problems in computer programs.

32. Reviews and rewrites programs using workflow chart and diagrams.

1. Resources shall have at least three (3) years public sector experience working with health and human services projects. Experience in child support program application design and development, maintenance, and implementation is preferred.

2. Knowledge of the tools and languages used for development, maintenance and integration of applications and systems.

3. Ability to apply quality and security standards.

Technical Requirements Contractor resources shall meet the following requirements:

1. Master’s degree in computer science, computer applications or related and two years of experience

OR

Bachelor’s degree in computer science, computer applications, or related and five years of experience.

2. Three (3) plus years of experience in Classic ASP; ASP.Net 4.5 with C#, JQuery, Ajax, JSON, SQL Server 2017.

3. Experience in SSIS and SSRS; and good working knowledge of HTML5, Microsoft