Attachment I - Performance Work Statement.pdf

PERFORMANCE WORK STATEMENT

FOR

INFORMATION TECHNOLOGY

SALESFORCE DEVELOPMENT, SALESFORCE ADMINISTRATION, ORACLE

DATABASE ADMINISTRATION, WEB DEVELOPMENT, GRAPHIC DESIGN AND

BLACKBOARD SERVICES

U.S. Naval Academy

Information Technology Services Division- Enterprise Services Department

1.0 Background

The United States Naval Academy (USNA) Information Technology Services Division (ITSD) provides voice, video and data communications service and support for selected organizations located throughout the Annapolis Area Complex (AAC) in Annapolis, Maryland. These offerings are a critical component of USNA ITSD's centrally managed and fully integrated responsibilities encompassing all AAC information technology.

The USNA ITSD supports approximately 7000 clients located throughout the 650-acre AAC in Annapolis, Maryland and an additional 400 clients at the Naval Academy Preparatory School (NAPS) located in Newport, Rhode Island. Information Technology (IT) support requirements for NAPS are covered under a separate contract. IT support is accomplished by a blended team that consists of both government Full Time Employees (FTEs) and contract personnel.

The Enterprise Services (ES) Department develops and maintains the U.S. Naval Academy’s custom-built ERP systems for Admissions and the Student Information System developer using Oracle (legacy) and Salesforce platforms. The ES Department develops and maintains a Data Warehouse and Data Store using Oracle and Google Cloud Platform. In addition, the ES Department maintains a public and intranet websites and web applications, Cascade Server Web Content Management System, Ungerboeck Event Management System, SAP BusinessObjects BI Platform, Tripleplay Digital Signage, IPTV, and Video on Demand, and the Blackboard Learning Management System. They assist and train faculty, staff and midshipmen in the use of these systems. These websites and web-based applications are essential to the day-to-day operation of the U.S. Naval Academy. The ES Department is also responsible for the research and prototyping of new technologies for use by the U.S. Naval Academy.

Current information technology systems are a mixture of Salesforce, Client/Server GUI and Web-based Commercial Off the Shelf (COTS) and custom-built applications using PL/SQL, PHP, PERL, and ASP in conjunction with Oracle, MySQL and Microsoft Access Database. The Enterprise Services Department is responsible for providing web development (website and web application), web application administration, graphic design, Ungerboeck Event Management System, Business Intelligence, Tripleplay and Blackboard administration and training support to all clients.

2.0 Objectives

The objective of this Performance Work Statement (PWS) is to acquire Oracle database administration, Salesforce administration, web development (website and web application), web application administration, graphic design, Ungerboeck Event Management System, Tripleplay Digital Signage, IPTV, Video on Demand and Blackboard Learning Management System administration support.

The requirement is for full-service support to be provided by an experienced, responsive contractor team primarily Monday through Friday (except for Federal holidays and base closures) and encompasses eight hours per day including the core hours of 0900 through 1500.

The work will be performed in Annapolis, Maryland either in Ward Hall or deployed into serviced areas within the AAC.

The minimum period of performance is one year beginning June 17, 2022. The maximum period of performance is not to exceed five (5) years with one base year beginning on June 17, 2022, and four (4) option years to be exercised at the Government's discretion subject to Federal Acquisition Regulations provisions and the availability of funds.

3.0 Scope

This PWS is for Oracle database administration, Salesforce administration, web development (website and web application), web application administration, graphic design, Ungerboeck Event Management System, Tripleplay Digital Signage, IPTV, Video on Demand, and Blackboard Learning Management System administration support to USNA ITSD. All information technology systems covered by this PWS are within the management responsibility and under the control of the ITSD.

The technology environment must be available 24x7 unless specifically accepted with appropriate advance notice to affected users. The majority of users access technology during the day although reliance on remote access to technology outside of normal working hours is becoming commonplace. As a mission-critical resource users expect the ability to access and exploit technology anywhere anytime. Consequently user-issue resolution by DBA, Salesforce administration, web development, graphics design, Ungerboeck Event Management System, Tripleplay Digital Signage, IPTV, Video on Demand, and Blackboard administration support personnel in conjunction with USNA ITSD requires a sense of urgency in delivering immediate and effective resolution responses.

4.0 Requirement

The requirement is for full-service, support to be provided by an experienced, responsive contractor team. Telework may be authorized at the sole discretion of the Technical Program Manager (TPM). A flexible and scalable team of at least ten (10) contractor personnel (one (1) database administrators (DBA), one (1) Salesforce administrator (SA), four (4) Salesforce developers, two (2) web developers/graphic designers and two (2) Blackboard administrators) with a range of information technology knowledge, skills and abilities is required. Tripleplay and Ungerboeck backup administration duties may be assigned to any of the ten personnel.

USNA will provide in-house Ungerboeck or Tripleplay training, if required.

The contractor shall provide the appropriate amount of professional staff required to provide the required services. A required minimum of ten (10) personnel has been determined by number of phone calls, Web Help Desk (WHD) ticket assignment, number of assets within the area of responsibility, and by current operating requirements. The contractor shall staff the positions with the required minimum knowledge/skill levels.

Type of Work

Required Minimum Full Time

Equivalents

Required Minimum Knowledge/Skill

Level

Required Minimum Experience and

Education

Web Developer

Senior 5 Years/Bachelor’s Degree

Web Developer (Graphic Design)

1 Junior 2 Years/Associate's Degree

Salesforce Administrator

1 Junior 2 Years/Associate’s Degree

Salesforce Developer 4 Senior 5 Years/Bachelor’s Degree

Blackboard Learning Management System (Backend Application Administrator)

Senior

3 Years/Associate's Degree

Blackboard Learning Management System (Technical training Specialist)

Junior

1 Year/Associate’s

Database Administrator (DBA)

Senior 5 Years/Bachelor’s

A Full Time Equivalent is defined as 1920 productive hours per year. Backfill is required for any Full Time Equivalent that is unavailable for any portion of the 1920 hours.

Should backfill not occur when a Full Time Equivalent is unavailable, the vendor shall prorate the invoice for the portion of hours without backfill.

Services shall be invoiced monthly in accordance with contract requirements.

In addition, the Senior Web Developer or the Blackboard Learning Management System’s (Backend Application Administrator) contractor staff will have a collateral duty as the On-Site Project Manager (OSPM). The OSPM will work in close coordination with the COR and TPM to ensure contracted personnel are completing work as assigned by the TPM and that all work effort is coordinated with government FTEs to prevent duplication of effort.

In order to facilitate communication between the contractor and USNA personnel, joint meetings will be held to discuss Enterprise Services Department issues and trends in requirements for support. Evolving and emergent needs may require realignment of hours among labor categories and/or personnel substitution to optimize performance under this Performance Work Statement

(PWS).

The Contracting Officer Representative (COR) and Technical Program Manager (TPM) will represent the government in overseeing that contracted duties are carried out per the specifications in this PWS. USNA TPM reserves the right to recommend the contractor remove any employee who is not performing in accordance with the performance work statement.

Contractor personnel shall be familiar with industry and USNA ITSD standards and requirements for information technology equipment and applications including support thereof.

ITSD follows guidance from higher authorities in the Department of Navy (DoN) and Department of Defense (DoD) regarding acceptable use of information technology equipment, cybersecurity guidance and restrictions, and procurement/destruction of information technology equipment. The contractor shall ensure all personnel adhere to guidance, instructions, regulations, and standard operating procedures (SOP) for ITSD and all higher authorities pertaining to information technology within USNA and the AAC.

Contractor personnel shall have regular in-person and telephone contact with government technical and communications staff, commercial technical support staff, and a wide variety of end users regarding service requests/work orders, repair problems or issues, questions regarding the use of various equipment or software features, or other information technology related matters.

A flexible team of contractor personnel with a range of information technology knowledge, skills and abilities is required for this effort. Work shall be primarily Monday through Friday (except for Federal holidays). Work performed before or after normal working hours is rare (e.g., quarterly patching of database and application servers) and is only authorized by the TPM or COR based on emergent requirements, service-impacting maintenance, or emergency situations.

If a staffing variance is required, the contractor must seek COR approval three business days in advance. Normal working hours shall be based on the type of work being performed.

Should emergent needs require contract personnel to work on weekends, the contractor will modify their schedule to allow time off on another day within the same week or the following week to ensure they work no overtime.

All monthly invoices shall be based on the calendar month. In the event the contractor is unable to fill a required position for a period exceeding 10 days, the contractor shall prorate the monthly invoice by the average employee daily rate multiplied by the number of unfilled position(s) multiplied by the number of hours not provided within the calendar month.

The contractor is expected to ensure personnel skills remain current with evolving USNA and industry standards, and that they function in accordance with USNA policies and instructions.

Personnel must possess the ability to work both independently and as team members in a highly dynamic environment. Professional appearance and demeanor along with excellent customer interface skills are considered vital to success. All personnel rendering services under this PWS are expected to satisfy contract requirements to the satisfaction of the TPM throughout the period of performance.

Ad hoc projects (at the option of the TPM). The contractor may be required to assist in implementing special projects (e.g. provide assistance to government staff in prototyping new technologies, executing large hardware/software installations/migrations, integrating hardware/software to meet evolving client needs &/or changing industry standards, facilitating accomplishment of information security activities, etc.). The TPM or their designated representative will approve these ad hoc projects in advance upon consultation with the contractor.

It is highly desirable that contractors possess a Bachelor's degree in computer science, information technology, or a related field requiring extensive utilization of computers. The minimal qualification is an Associate degree in computer science, information technology or a related field requiring extensive utilization of computers. In lieu of a degree an appropriate industry-recognized intermediate-level computing certification may be substituted.

4.1 Specific Tasks

The contractor shall provide personnel to perform the following specific tasks.

4.1.1 On-Site Project Management

The contractor will designate one of the senior personnel as a collateral duty On-Site Project Manager (OSPM). All OSPM work is to be performed on-site at USNA and the OSPM shall work the same work schedule as other contractor supplied personnel.

Performance Objectives:

1. The OSPM will meet with the TPM as needed (at least weekly) to discuss emergent needs, ad hoc projects, and coverage in assigned areas.

2. The OSPM will enter contractor leave in a system used for quick reference on coverage for

ITSD support. The system is not an approval system. It is used within all ITSD for personnel to quickly determine if a person they need to contact is or is not working on that date/time. The OSPM will also enter their own planned leave and notify the COR and TPM if they take unplanned leave.

3. The OSPM shall ensure personnel are knowledgeable of, skilled in, and ready to provide basic service and support in their assigned duties at USNA.

4. The OSPM shall ensure Enterprise Services personnel skills remain current with evolving USNA/industry standards, and function in accordance with USNA, DoN, and DoD policies, regulations, and instructions and ensure that contract personnel have completed annual DoD, DoN training.

5. The OSPM shall ensure that personnel are capable of working independently or as team members in a highly dynamic environment.

6. The OSPM shall ensure contracted personnel have a professional appearance and demeanor along with excellent customer interface skills. Overall contract personnel performance shall be the responsibility of the OSPM.

7. The OSPM shall ensure that all USNA Standards are implemented in accordance with Enterprise Services Department SOPs and that all hardware/software adheres to standards as approved by the USNA ITSD Cybersecurity Department.

8. The OSPM shall ensure that certification Continuing Education Units for Security+ and Operating Systems certifications are reported to the TPM to be provided to the Information Assurance Manager (IAM) for USNA as proof of continued, current certification for the CSWF requirements.

9. The OSPM shall conduct contracted employee in-processing and out-processing, making arrangements to ensure Government Furnished Equipment (GFE) is in place for new employees and return of equipment and building/base access cards//keys when a contracted employee leaves employment. The OSPM shall escort separated employees from Ward Hall after receipt of all GFE.

OSPM Performance Deliverables:

1. Weekly Meeting with TPM: Meetings will discuss any issues related to contractor personnel or their assigned tasks.

2. Leave Entry and Notification: Planned leave shall be entered into the leave system within one day after it has been approved for contracted employees by the contractor. Unplanned leave shall be entered into the leave system within one hour of the OSPM being contacted by the contracted employee. Notifications to the TPM shall be conducted immediately after entry into the leave system.

3. Reports: Summary reports shall be submitted monthly on the 5th of each month. The monthly reports shall consist of the previous period of work and expected work for the upcoming period of work. Ad hoc reports will vary in content and required, reasonable time to complete.

Due dates are set by the COR or TPM.

4. Contracted Employee Capabilities, Skills, Knowledge, and Appearance: The OSPM shall be required to address complaints from customers or coworkers for contracted employees and to provide whatever counseling the contractor deems appropriate. The deliverable to the government is to provide information to the COR and TPM on action taken to prevent further complaints and expected outcome.

5. Adherence to USNA ITSD Guidance and SOPs: The OSPM shall be responsible for disseminating and explaining new instructions, guidance, and SOPs to contracted employees.

The deliverable would be a list of employee signatures stating they understand the new written guidance/instructions/SOPs.

6. CSWF Requirements: The OSPM will provide certificates and training information for maintaining certifications to the TPM upon receipt from the contracted employees. These requirements include Security+ certificates, CEUs training completion acceptance from CompTIA for Security+, and documentation of one-time Operating System (OS) certifications.

7. Government Items Receipt and Return: The OSPM will notify the COR and TPM when a new contracted employee is due to arrive no more than one week prior to the contracted employee’s start date. The OSPM shall obtain the assigned work area and issued equipment from the TPM. Indoctrination and in-brief appointments shall be coordinated by the TPM. The OSPM shall notify the COR and TPM when a contracted employee notifies them of leaving employment or when the contractor terminates a contracted employee within one day of knowledge of the event. The OSPM shall return government issued equipment, badges, keys, and Common Access Card (CAC) to the TPM or COR the same day of contracted employee separation.

8. Annual “Lessons Learned” Summary Report: An annual “Lessons Learned” summary report shall be provided by the OSPM to the COR and TPM. The report will summarize major or cumulatively major work areas, suggesting improvements or efficiencies for the Enterprise Services Department work processes.

4.1.2 Senior Web Developer

Performance Objectives:

1. The Senior Web Developer (SWD) shall perform the duties as OSPM if so designated by the contractor.

2. The SWD shall develop websites per user requirements using the Cascade Server Web

Content Management System and HTML, XML, CSS, JavaScript, jQuery and other technologies as assigned by the TPM.

3. The SWD shall develop, test and maintain database-driven web applications per user requirements using PHP and MySQL and other technologies as assigned by the TPM.

4. The SWD shall produce standards-compliant, accessible (i.e., Section 508 compatible), cross-browser (IE, Chrome, Firefox and Safari), and gracefully-degrading code.

5. The SWD shall manage web development or design projects through all phases from user requirements gathering, wireframing, design, testing, training and implementation.

6. The SWD shall diagnose and resolve programming problems and issues with websites and web applications.

7. The SWD shall gather, analyze, and document customer functional requirements as well as translate and interpret functional requirements into database designs and application prototypes.

8. The SWD shall identify security risks and determine and develop solutions including cyber vulnerability detection and assessment; incident handling and malware/vulnerability analysis and cyber incident response.

9. The SWD shall establish a good rapport and effectively communicate with customers, coworkers and supervisors, both verbally and in writing.

10. The SWD shall provide training and support of user communities with Web technologies and tools.

11. The SWD shall act as primary or backup application administrator for other web-based applications as assigned such as Cascade Server, Ungerboeck Event Management System, Tripleplay Digital Video, etc.

Performance Deliverables:

Not all deliverables can be specifically defined in advance; however, follow-up communications such as the closing out of trouble tickets, preparing incident reports, sending emails, and/or providing verbal or written status will be an intrinsic part of the work. Other deliverables include:

● Monthly Status Report. Due on the 5th of each month. Brief summarization of services rendered during the period, anticipated activities for the next period, hours worked and any problems/issues.

● Written/Oral Reports (as required). In support of the tasks outlined in this PWS.

● Project Management Documentation (as required). Scope document and Plan of

Action and Milestones (POA&M) outlining schedule and delivery dates for specific task(s).

● Application Administration Documentation (as required). In electronic form using MS Word or Google Docs for all application administration and related support work completed supporting this PWS.

● Functional and Accurate Websites and Web applications (as required). If a task involves the creation or updating of a website or web application, the website should conform with USNA web standards, contain accurate information and meet the user requirements.

● System Documentation (as required). Complete systems documentation, user manuals, test plans, etc. for all information technology systems developed under this PWS.

4.1.3 Junior Web Developer / Graphic Designer

1. The Junior Web Developer/Graphic Designer (JWD/GD) shall develop websites per user requirements using the Cascade Server Web Content Management System and HTML, XML, CSS, JavaScript, jQuery and other technologies as assigned by the TPM.

2. The JWD/GD shall develop, test and maintain database-driven web applications per user requirements using PHP and MySQL and other technologies as assigned by the TPM.

3. The JWD/GD shall produce standards-compliant, accessible (i.e., Section 508 compatible), cross-browser (IE, Chrome, Firefox and Safari), and gracefully-degrading code.

4. The JWD/GD shall manage web development or design projects through all phases from user requirements gathering, wireframing, design, testing, training and implementation.

5. The JWD/GD shall diagnose and resolve programming problems and issues with websites and web applications.

6. The JWD/GD shall gather, analyze, and document customer functional requirements as well as translate and interpret functional requirements into database designs and application prototypes.

7. The JWD/GD shall identify security risks and determine and develop solutions including cyber vulnerability detection and assessment; incident handling and malware/vulnerability analysis and cyber incident response.

8. The JWD/GD shall establish a good rapport and effectively communicate with customers, coworkers and supervisors, both verbally and in writing.

9. The JWD/GD shall provide training and support of user communities with Web technologies and tools.

10. The JWD/GD shall design web and print graphics using Adobe Photoshop (This objective is required for only one of of the two junior web developers).

11. The JWD/GD shall act as backup application administrator for other web-based applications as assigned such as Ungerboeck Event Management System, Tripleplay Digital Video, etc.

such as the closing out of trouble tickets, preparing incident reports, sending emails, and/or any problems/issues.

● Written/Oral Reports (as required). In support of the tasks outlined in this PWS.

● Project Management Documentation (as required). Scope document and Plan of

Action and Milestones (POA&M) outlining schedule and delivery dates for specific task(s).

● Application Administration Documentation (as required). In electronic form using MS Word or Google Docs for all application administration and related support work completed supporting this PWS.

● Functional and Accurate Websites and Web applications (as required). If a task involves the creation or updating of a website or web application, the website should conform with USNA web standards, contain accurate information and meet the user requirements.

● Graphic Designs (as required). Web or print graphics which meet user requirements.

4.1.4 Blackboard Learning Management System (Backend Application Administrator)

1. The Blackboard Learning Management System Backend Application Administrator (BEA) shall perform backend Blackboard Learning Management System and Content System administration, monitoring (application logs), performance and tuning to ensure the USNA Blackboard system is available and functioning properly.

2. The BEA shall define, implement, and maintain compliance with data retention and disposal policies.

3. The BEA shall monitor data usage on the Production and all other instances.

4. The BEA shall regularly conduct system audits and analysis on Blackboard’s performance and data utilization, infrastructure management, and forecasting for reporting purposes, providing weekly reports to the COR and TPM.

5. The BEA will ensure storage and bandwidth usage remain within contracted limits.

6. The BEA shall perform front-end, (Graphical User Interface (GUI)) Blackboard Learning

Management System and Content System administration as assigned by TPM.

7. The BEA shall troubleshoot and resolve complex Blackboard user support problems as assigned through WHD tickets.

8. The BEA shall interact with vendors and other technical staff to plan system upgrades and devise problem resolution.

9. The BEA shall assist faculty and staff with one-on-one or group training.

10. The BEA shall administer and monitor synchronization of Enterprise Resource Planning

(ERP) data to Blackboard via snapshot data integration or other means.The BEA shall work with Blackboard to ensure timely application of required Blackboard upgrades and patches.

11. The BEA shall install and maintain Blackboard Building Blocks.

12. The BEA shall research, evaluate, and provide feedback on problematic client usage trends and patterns.

13. The (BEA) shall monitor system content routinely removing orphaned content and prior semester course data on a regular basis.

14. The BEA shall act as backup application administrator for other web-based applications as assigned such as Ungerboeck Event Management System, Tripleplay Digital Video, etc.

such as the closing out of trouble tickets, preparing incident reports, sending emails, and/or any problems/issues.

● Order Activity Report. Shall be submitted on the 20th of each month. Order Activity reports will include Blackboard’s usage, storage usage / limitations, and other relevant information.

● Written/Oral Reports (as required). In support of the tasks outlined in this PWS.

● Project Management Documentation (as required). Scope document and Plan of

Action and Milestones (POA&M) outlining schedule and delivery dates for specific task(s).

● Application Administration Documentation (as required). In electronic form using MS Word or Google Docs for all application administration and related support work completed supporting this PWS.

4.1.5 Blackboard Learning Management System (Technical Training Specialist)

1. The Blackboard Learning Management System Technical Training Specialist (TTS) shall perform front-end, (Graphical User Interface (GUI)) Blackboard Learning Management System and Content System administration.

2. The TTS shall develop and maintain web-based training resources.

3. The TTS shall provide Instructional Design assistance to faculty and staff.

4. The TTS shall assist faculty and staff with one-on-one or group training.

5. The TTS shall plan, coordinate and conduct training for newer versions of Blackboard after upgrades.

6. The TTS shall act as secondary point of contact (POC) for Blackboard support cases

7. The TTS shall diagnose and resolve Blackboard problems in response to client inquiries via WHD tickets.

8. The TTS shall research, evaluate, and provide feedback on problematic Blackboard client usage trends and patterns.

9. The TTS shall assist in the creation, modification, management, and termination of client Blackboard accounts.

10. The TTS shall educate clients as to the potential for and application of learning management system(s) and common commercial off-the-shelf application software packages (e.g., Google Apps, Microsoft Word/Excel./ PowerPoint, etc.) in meeting mission needs.

11. The TTS shall act as backup application administrator for other web-based applications as assigned such as Ungerboeck Event Management System, Tripleplay Digital Video, etc.

Performance Deliverables:

Not all deliverables can be specifically defined in advance; however, follow-up communications such as the closing out of trouble tickets, preparing incident reports, sending emails, and/or any problems/issues.

● Written/Oral Reports (as required). In support of the tasks outlined in this PWS.

● Project Management Documentation (as required). Scope document and Plan of

Action and Milestones (POA&M) outlining schedule and delivery dates for specific task(s).

● Web-based Training Resources (as required). Blackboard documentation, training videos and other content posted on the Blackboard Assistance website.

● Application Administration Documentation (as required). In electronic form using MS Word or Google Docs for all application administration and related support work completed supporting this PWS.

4.1.6 Database Administrator

1. The Database Administrator (DBA) shall monitor the Oracle database infrastructure for alerts and anomalies suggesting a less-than-optimal operation of the services.

2. The DBA shall provide administration support for Oracle Middleware components including

WebLogic application Server. Integrate WebLogic with existing monitoring infrastructure, and utilize all diagnostic features.

3. The DBA shall research, develop and implement Oracle quarterly patching for the environment in a timely fashion, as determined by Enterprise Services Leadership.

4. The DBA shall provide specialized data management work involving the design, creation, maintenance and administration of computerized databases.

5. The DBA ensures the rigorous application of information security/information assurance policies, principles and practices in the delivery of data management services and has a working knowledge of DISA Security Technical Implementation Guidelines (STIGs) for securing the platform.

6. The DBA shall research and develop plans for completing the Oracle product upgrades in a timely fashion, as determined by Enterprise Services Leadership.

7. The DBA will work with the Data Warehouse staff and the Salesforce Development team to facilitate bulk data transfers between the systems.

8. The DBA shall gather, analyze, and document customer functional requirements as well as translate and interpret functional requirements into database designs and application prototypes.

9. The DBA shall identify security risks and determine and develop solutions including cyber vulnerability detection and assessment; incident handling and malware/vulnerability analysis and cyber incident response.

10. The DBA shall establish a good rapport and effectively communicate with customers, coworkers and supervisors, both verbally and in writing.

such as the closing out of trouble tickets, preparing incident reports, sending emails, and/or providing verbal or written status will be an intrinsic part of the work. Other deliverables include:

● Monthly Status Report. Due on the 5th of each month. Brief summarization of services rendered during the period, anticipated activities for the next period, hours worked and any problems/issues.

● Written/Oral Reports (as required). In support of the tasks outlined in this PWS.

● Project Management Documentation (as required). Scope document and Plan of Action and Milestones (POA&M) outlining schedule and delivery dates for specific task(s).

● Application Administration Documentation (as required). In electronic form using MS

Word or Google Docs for all application administration and related support work completed supporting this PWS.

4.1.7 Salesforce Administrator

1. The Salesforce Administrator (SA) will serve as a system administrator for the USNA

Salesforce instance.

2. The SA will handle all basic administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks.

3. The SA will complete regular internal system audits and prepare for upgrades.

4. The SA will manage USNA Salesforce data feeds and other integrations.

5. The SA will coordinate the evaluation, scope and process for onboarding new users, including training, business process evaluation and implementation.

6. The SA will coordinate the evaluation, scope and completion of new development requests.

7. The SA will help establish suitable processes to support administrative, development, and change management activities

8. The SA will assist in training of new users, and grow the Salesforce skill set across the organization

9. The SA will effectively act as the liaison between our users, vendors and the application development teams

10. The SA will work independently with members of the user community to define and document development requirements such as the closing out of trouble tickets, preparing incident reports, sending emails, and/or

● Monthly Status Report. Brief summarization of services rendered during the period, anticipated activities for the next period, hours worked and any problems/issues.

● Written/Oral Reports (as required). In support of the tasks outlined in this PWS.

● Project Management Documentation (as required). Scope document and Plan of Action and Milestones (POA&M) outlining schedule and delivery dates for specific task(s).

● Application Administration Documentation (as required). In electronic form using MS

Word or Google Docs for all application administration and related support work completed supporting this PWS.

4.1.8 Salesforce Developer

1. The Salesforce Developer (SD) will serve as a developer for the USNA Salesforce instance.

2. The SD will develop Salesforce applications that will take into account a longer-term USNA and Salesforce enterprise strategy.

3. The SD will create customer-driven solutions utilizing strong technical design skills and strong working relationships with internal groups

4. The SD will design and develop custom solutions on the Salesforce platform including backend processes (triggers, flows, Apex classes), user interfaces (Lightning Web Components, Visualforce pages, Lightning pages, declarative customizations), data modeling (custom objects, fields, formulas, validation rules, duplicate rules), data migration, security modeling (share settings and rules, permission sets, profiles), and other technologies as required.

5. The SD will create and execute unit, integration and user acceptance test plans, including use cases, test classes and test data

6. The SD will judge the feasibility and tradeoffs of different technologies and help USNA make choices that fit the constraints of the project.

7. The SD will gather, analyze and document functional and technical requirements for new projects, enhancements to existing solutions and production issues reported by end users

8. The SD will assist with implementation deliverables, project planning, and communication with the project team and USNA stakeholders.

9. The SD will work with and mentor USNA developers.

10. The SD will utilize Salesforce application development best practices. Applications developed shall minimize potential impacts to future platform upgrades and provide options to accommodate any platform limitations.

such as the closing out of trouble tickets, preparing incident reports, sending emails, and/or

● Monthly Status Report. Brief summarization of services rendered during the period, anticipated activities for the next period, hours worked and any problems/issues.

● Written/Oral Reports (as required). In support of the tasks outlined in this PWS.

● Project Management Documentation (as required). Scope document and Plan of

Action and Milestones (POA&M) outlining schedule and delivery dates for specific task(s).

● Application Administration Documentation (as required). In electronic form using MS Word or Google Docs for all application administration and related support work completed supporting this PWS.

● System Documentation (as required). Complete systems documentation, user manuals, test plans, etc. for all information technology systems developed under this

PWS.

● Deliver high quality project modules developed for the Salesforce Platform with associated documentation that meets the objectives and requirements for each assigned project and which have successfully passed review and testing by USNA personnel.

4.2 Performance Standards

The following performance standards will apply to all contractors.

1. Timeliness. Contractor shall resolve customer issues immediately, if possible, through telephone conversation, on-site assistance, email, or through remote assistance. Initial requests from customers should be responded to within 60 minutes of receiving the email/Web Help Desk ticket/walk-in/phone report of problems. Responses are to be provided even if a resolution is not available in order to assure the customer that the request was received and will be addressed. For projects or tasks assigned directly by the TPM, the tasks will be completed by the assigned Due Date in the Web Help Desk ticket. If the contractor is unable to complete the task by the required Due Date, they should negotiate a new due date if this is feasible/practical.

2. Accuracy. Deliverables shall be factually accurate, complete, and in accordance with USNA standards and policies, as well as other standards and deliverables as mutually agreed to by both the government and contractor.

3. Quality. Products shall be free of spelling and grammatical errors, formatted appropriately, and fully coordinated with stakeholders. Websites and web applications will meet all agreed-upon user requirements and include appropriate security measures.

4. Availability. Since some work will be outside of the standard work area (Ward Hall), notification by writing on a whiteboard outside the work area must be maintained. This will ensure both customers and the TPM are aware of how to locate the contract employee.

4.3 Monitoring Methods

The following monitoring methods will apply to all contractors.

1. Upon receipt of a deliverable or product by the government, the TPM will review and assess each deliverable to ensure its timeliness, accuracy, completeness, and whether it is in accordance with deadlines and guidance given.

2. Monthly reports will be delivered by the contractor to the government COR on the 5th of each month.

3. WHD ticket entry will be reviewed by the government TPM to evaluate timeliness and accuracy of ticket resolution.

4. Complaint resolution will be monitored by the government TPM by contacting the complaining customer to determine if the complaint has been resolved to the customer’s satisfaction.

5.0 Required Skills

Required skills and qualifications include but are not limited to:

Senior Web Developer

At least five years of professional experience and familiarity with the majority of the skills listed below:

Critical Skills

● Web Design - Programming with HTML, XML, CSS, JavaScript and jQuery.

● Responsive design - Creating sites which are properly formatted and configured for mobile devices using responsive design.

● Web application development - Developing, testing and maintaining database-driven web applications using PHP and MySQL. Experience with ASP, PERL and applications utilizing Oracle databases is a plus.

● Accessibility - Producing standards-compliant, accessible (i.e., Section 508 compatible), cross-browser (IE, Chrome, Firefox and Safari), and gracefully-degrading code.

● Project management - Project management skills to efficiently manage a web development or design project through all phases from user requirements gathering, wireframing, design, testing, training and implementation.

● Troubleshooting and debugging - Diagnosing and resolving complex programming problems and issues.

● Functional requirements - Gathering, analyzing, and documenting customer functional requirements. Translating and interpreting functional requirements into database designs and application prototypes.

● Cybersecurity - Knowledge and skill in identifying security risks and determining and developing solutions including cyber vulnerability detection and assessment; incident handling and malware/vulnerability analysis and cyber incident response.

● Customer service - Ability to establish a good rapport and effectively communicate with customers, coworkers and supervisors, both verbally and in writing.

● Training - Ability to provide training and support of user communities with Web technologies and tools.

Additional Skills

● Understanding relational database concepts and Structured Query Language (SQL).

● Experience with Apache web server administration in a UNIX or Linux environment.

Experience with Microsoft Internet Information Services (IIS) is a plus.

● Understanding of UNIX or Linux commands, particularly related to Apache web server administration.

● Troubleshooting basic shell scripts and programs.

● Utilizing web analytics to produce detailed and informative analytics reports and dashboards.

● Search engine optimization techniques to ensure that all websites are optimized for maximum search engine visibility.

● Graphics design and multimedia, preferably in Adobe Photoshop or Fireworks.

● Web content management systems (CMS) experience (preferably Cascade Server), including the development of CMS template sites.

Junior Web Developer / Graphic Designer / Web Application Administrator

At least two years of professional experience and familiarity with the majority of the skills listed

● Web Design - Programming with HTML, XML, CSS, JavaScript and jQuery.

● Responsive design - Creating sites which are properly formatted and configured for mobile devices using responsive design..

● Web application development - Developing, testing and maintaining database-driven web applications using PHP and MySQL. Experience with ASP, PERL and applications utilizing Oracle databases is a plus.

● Accessibility - Producing standards-compliant, accessible (i.e., Section 508 compatible), cross-browser (IE, Chrome, Firefox and Safari), and gracefully-degrading code.

● Troubleshooting and debugging - Diagnosing and resolving complex programming problems and issues.

● Functional requirements - Gathering, analyzing, and documenting customer functional requirements. Translating and interpreting functional requirements into database designs and application prototypes.

● Customer service - Ability to establish a good rapport and effectively communicate with customers, coworkers and supervisors, both verbally and in writing.

● Graphic Design - Graphics design and multimedia in Adobe Photoshop and/or other graphic design tools. This skill is critical for only one of the two junior web developers.

At least one of the two junior web developers should possess very strong graphic design skills.

● Training - Ability to provide training and support of user communities with Web technologies and tools.

● Web application development - Developing, testing and maintaining database-driven web applications using PHP and MySQL. Experience with ASP, PERL and applications utilizing Oracle databases is a plus.

● Cybersecurity - Knowledge and skill in identifying security risks and determining and developing solutions including cyber vulnerability detection and assessment; incident handling and malware/vulnerability analysis and cyber incident response.

● Understanding of UNIX or Linux is a plus.

● Search engine optimization techniques to ensure that all websites are optimized for maximum search engine visibility.

● Web content management systems (CMS) experience (preferably Cascade Server), including the development of CMS template sites.

Blackboard Learning Management System (Backend Application Administrator)

At least three years of professional experience and familiarity with the majority of the skills listed below:

● Backend Blackboard Learning Management System and Content System administration, monitoring (application logs), performance and tuning.

● Front-end, (Graphical User Interface (GUI)) Blackboard Learning Management System and Content System administration.

● Basic UNIX, Linux or Windows systems administration experience.

● Troubleshooting shell scripts and programs.

● Troubleshooting and resolving complex Blackboard user support problems.

● Interacting with vendors and other technical staff to plan system upgrades and devise problem resolution.

● Assisting faculty and staff with one-on-one or group training.

● Administration and monitoring of Snapshot data integration.

● Application of required Blackboard upgrades and patches.

● Installing and maintaining Blackboard Building Blocks. Building Block development experience is a plus.

● Researching, evaluating, and providing feedback on problematic client usage trends and patterns.

● Tracking requests and providing performance summaries.

Blackboard Learning Management System (Technical Training Specialist)

At least one year of professional experience and familiarity with the majority of the skills listed below:

● Front-end, (Graphical User Interface (GUI)) Blackboard Learning Management System and Content System administration.

● Developing and maintaining web-based training resources.

● Providing Instructional Design assistance to faculty and staff.

● Assisting faculty and staff with one-on-one or group training.

● Planning, coordinating and conducting training for newer versions of Blackboard after upgrades.

● Acting as secondary point of contact (POC) for Blackboard support cases

● Diagnosing and resolving Blackboard problems in response to client inquiries.

● Researching, evaluating, and providing feedback on problematic Blackboard client usage trends and patterns.

● Assisting in the creation, modification, management, and termination of client

Blackboard accounts;

● Educating clients as to the potential for and application of learning management system(s) and common commercial off-the-shelf application software packages (e.g., Google Apps, Microsoft Word/Excel./ PowerPoint, etc.) in meeting mission needs.

● Tracking requests and providing performance summaries.

Senior Oracle Database Administrator At least five years of professional experience and familiarity with the majority of the skills listed below:

Critical Skills Extensive experience installing and configuring the latest versions of the following environmental elements:

● Oracle WebLogic Suite

● Oracle WebLogic Server Management Pack for Enterprise Edition

● Oracle Database Enterprise Edition 10g, 11g R1/R2, and 12c

● Oracle Real Application Clusters

● Oracle Grid Infrastructure

● Oracle Access Manager

● Oracle Data Integrator

● Oracle Virtual Directory

● Oracle Directory Services Manager

● Oracle Identity and Access Management Suite

● Oracle Diagnostic Pack

● Oracle Fusion Middleware

● Oracle Data Guard

● Oracle Enterprise Manager

● Oracle GoldenGate

● Oracle Management Pack for Oracle GoldenGate

● All in a Multi-node Oracle RAC environment

● On the Solaris Unix, RedHat Linux, and Oracle Cloud platforms.

● Database Administrators must be fluent with the inner workings of a highly available Oracle environment.

● Must have extensive experience with all components within an integrated Oracle platform (both 11g and 12c) and be able to install, configure, patch, and upgrade them without requiring external support. Exceptions will be understood in extraordinary circumstances.

● It is imperative that the SDBA have expert knowledge of the installation, configuration, and operation of Oracle WebLogic Server.

● Must be fluent with Structured Query Language (SQL) in order to retrieve data from the system, test system access, and make recommendations regarding application performance.

● Oracle Quarterly Patching - Research, certify, test, and deploy patches as required. Must be prepared to work flexible hours in case downtime is required to execute patches.

● Upgrading Oracle Components - Must be able to research, certify, plan, and execute upgrades to any of the components within the 11g or 12c environments.

● Performance and Resource Planning - Must be able to evaluate the overall environment and make recommendations for resource capacity configuration (Storage, CPU, and Memory) and make changes to the system when improvements are identified.

● Troubleshooting - Must be able to apply sound technical skills for resolving problems when outages occur or performance is being degraded by an unidentified problem.

● Mulesoft Salesforce Interface

Salesforce Administrator

At least two years of professional experience and familiarity with the majority of the skills listed

● Minimum two years of experience as a Salesforce.com administrator.

● Proven ability to design and implement new processes and facilitate user adoption.

● Strong understanding of the platform, with the ability to build custom apps and objects, formula fields, workflows, custom views, and other content of intermediate complexity.

● Strong understanding of Salesforce best practices and functionality.

● Strong data management abilities.

● A documented history of successfully driving projects to completion.

● A demonstrated ability to understand and articulate complex requirements.

● Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards.

● Creative and analytical thinker with strong problem-solving skills.

● Must demonstrate excellent verbal and written communication skills.

● Must demonstrate ability to communicate effectively at all levels of the organization.

● Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.

● Ability to assess the impact of new requirements on Salesforce and all upstream and downstream applications, systems and processes.

● Familiarity with SQL/SOQL.

● Salesforce.com Admin (ADM201 and ADM211) certifications preferred.

● Knowledge of developing applications using Apex, Lightning and VisualForce preferred.

● Excellent project management skills and a positive attitude.

● Experience with higher education processes preferred.

● Previous experience working in a SCRUM or agile environment preferred.

Salesforce Developer

At least three years of professional experience and familiarity with the…