CMQA_SOW_17_Apr_2015.docx

CHANGE MANAGEMENT/QUALITY ASSURANCE/QUALITY CONTROL

PWS STATEMENT OF WORK

April 17, 2015

OBJECTIVES

The purpose of this solicitation is to award a contract for Quality Assurance (QA), Quality Control-Independent Verification, Validation, & Testing (QC-IVV&T), software Change Management (sCM) and infrastructure Change Management (iCM) services. In response to this solicitation, vendors are requested to submit their proposed plan regarding how they will execute the services/tasks as described within this SOW. This includes services/tasks such as but limited to, (not listed in any particular order):

The vendor shall be a certified Capability Maturity Model Integration Maturity Level -2, (for Services preferred) company, providing Capability Maturity Model Integration - Level 2, (for Development) services to:

· DOL/OCIO, infrastructure Configuration Management (iCM):

· Project Management

· Infrastructure Configuration Management(iCM)

· Infrastructure Configuration Analysis (iCA)

· Infrastructure Application Engineering (iCAE)

· ETA/OIST

· Project Management

· Software Configuration Management (sCM)

· Software Configuration Analysis (sCA)

· Software Application Engineering (sAE)

· Software Applications Systems Administration

· Quality Assurance (QA)

· Quality Control-Independent Verification, Validation & Testing (QC-IVV&T)

Pursuant to the execution of these services, the vendor is expected to have:

· Knowledgeable and experienced in industry accepted Change Management, Quality Assurance and Quality Control-IVV&T principles, network and data center operations and architectures, current techniques and tools for monitoring enterprise IT environments, analytics, industry and Government best practices and Government IT security regulations and policies.

· Demonstrated experience with applying industry and government best practices to all service activities identified above.

· Demonstrated experience and knowledge with applications development and governance processes (e.g. Organizational Configuration Management Board (OCMB), Change Control Board (CCB) and Release Management (RM))

· Demonstrated experience and knowledge with the practical application of Software Development Life-Cycle Management principles

· Demonstrated experience and design, implementation, maintenance and management of a configuration Management Database (CMDB).

· Demonstrated experienced in QA, QC-IVV&T, sCM as they applied to software development operations throughout the product’s life-cycle. This includes but is not limited to, continuous monitoring of policy and process compliance, governance, current application testing techniques, defects (bug) reporting and change control activities; maintaining the integrity of the application and documentation repository; developing and maintaining configuration management plans; monitoring system configurations e.g. assessing and testing the level of compliance with established baseline configurations; static and dynamic functional and regression applications testing &verification; static and dynamic application security testing; 508 compliance testing; mobile application testing, web portal testing, defects (bugs) reporting techniques; monitoring updates to baseline configurations; and configuration status of the enterprise IT environment.

· Demonstrated experienced in providing overarching Continuous Quality Improvement program that is inclusive of processes, policies, governance and operations. It is incumbent upon the vendor to ensure the integrity and quality of applications and subsidiary products developed to support the execution of ETA/OIST’s mission. The awardee must be certified at a CMMI – Level 2 (for Services preferred) within 18 to 24 months after contract award.

· Any prime vendor who does not possess a current CMMI Level 2 certification shall have in place a joint-venture (JV) or teaming arrangement/agreement with a subcontractor who possesses CMMI Level 2 certification. The subcontractor shall be responsible for providing oversight and guidance with managing the development and service tasks of the prime. Minimizing the risk to the Government. This teaming agreement shall be in effect at the time of contract award and must be active until the Prime receives CMMI Level 2 certification.

The prime vendor shall provide in its proposal a development plan outlining their proposed method for obtaining CMMI Level 2 certification. This plan shall identify critical evaluations and milestones taking place within the base year and up to the first six months of Option Year one (CMMI Level 2 certification shall be accomplished within 18-24 months). If CMMI Level 2 certification is not achieved by the Prime in the allotted time (18-24 months), the Government reserves the right to terminate the contract for default.

DOL/OCIO’s Infrastructure Change Management

DOL/OCIO’s iCM is a closely focused and distinct specialty that places rigorous adherence to well-engineered processes, rigid quality assurance standards and quality control measurements, continuous and real-time enterprise IT infrastructure monitoring inclusive of all environments, rapid and precise management controls for responding to risks and unauthorized changes.

Infrastructure Change Management

ICM activities include all activities associated with monitoring and documenting DOL’s enterprise IT environments (Production Network/Data Center environment, QA/QC Testing environment, QA/QC UAT Testing environment and Developmental environments)

· ICM shall document and annually update all DOL OCIO policies and procedures associated with Infrastructure Change Management

· ICM shall identify and verify enterprise IT assets and configurations within the DOL enterprise IT environments.

· ICM shall identify Configuration Items (CI) to include collecting, recording and maintaining accurate information about CIs.

· ICM shall create, managing and maintain DOL’s CMDB.

· ICM shall document all authorized and approved configuration changes to DOL’s IT enterprise infrastructure.

· ICM shall develop, document, and maintain baseline configurations, configuration management plans, as well as system component inventories.

· ICM shall monitor, manage and control all authorized changes, according to DOL OCIO policies and guidance, to the enterprise IT infrastructure.

· ICM shall document and report all authorized changes made to DOL’s enterprise IT infrastructure to include but not limited to:

· Hardware

· Software (GSS, COTS, Govt. developed application)

· Firmware

· Other

· ICM shall report all unauthorized changes to the Enterprise IT infrastructure according to DOL Policies and guidelines.

· ICM Develop and implement procedures to routinely monitor and manage hardware, software, and firmware configurations.

· ICM shall routinely monitor changes to the configuration settings in accordance with DOL policies and procedures.

· ICM shall develop, document and maintain baseline configurations of the Enterprise IT Infrastructure and shall provide this report at the beginning of each month to OCIO Federal Manager, and provide adhoc reports as requested.

· ICM shall perform system administrative functions, e.g. major/minor software release version upgrades, service pack installations, software patch releases for OCIO’s CM operations:

· OCIO Application Suite

· Remedy ver. 7.x

· Remedy ver. 8.x

· ICM shall provide custom development applications and tools capabilities using current OCIO CM Software Suite to maximize efficiencies and/or to exploit the applications capabilities and deploy value-add tools that improve or enhances OCIO’s business operations.

· ICM shall perform a variety of system engineering tasks and activities relative to current OCIO CM Software Suite.

· ICM shall develop and maintain automated workflows that comply with CMMI II standards using software products owned by DOL:

· Application Suite

· Remedy ver. 7.x

· Remedy ver. 8.x

ETA/OIST’s Change Management

In the broadest of terms, provides the framework from which processes are designed that governs the logical flow of any change type from initiation/creation, through technical review and vetting, to approval, implementation, monitoring, and reporting. Often, Change Management is thought of within the context of an organization’s IT infrastructure, hardware, firmware, Operating Systems and applications. CM is accountable to oversee a collection of processes that collectively bring about an assurance that a Change Request is meticulously vetted, and if approved, becomes a sanctioned change that is acted upon in a definitive manner, ensuring activities and resources are coordinated, stringent management controls are in place and monitoring validates only the authorized change, as approved, is implemented. Risk is well defined and risk response plans are in place to effectively mitigate the impact of any known risk should they occur. As a collective systematic approach to execution, these processes increase the likelihood of a successful change implementation, while reducing the probability an exposure to a new and unknown risk that could inadvertently result in an adverse condition affecting the system, the network or the enterprise’s IT infrastructure in total.

Software Change Management

ETA/OIST’s software change management (sCM) executes and manages change requests as they pertain to software applications development and the movement (promotions and demotions) of packages (code) to and from the application developer’s environment (target server) and the QC-IVV&T and UAT test environment (target servers), and when the application is ready, promotion of the code to the Production environment (target servers). SCM does not execute the “load” the application software on the target servers, that responsibility is managed and controlled by the OCIO’s Infrastructure Division. SCM also provides application and server hardware configuration base-lines, comparative base-line analysis, bandwidth monitoring, analysis and reporting, asset inventories, alarming of specified target servers and the management of the application software and document repository, it’s software and corresponding SQL databases. The database team manages the database and servers that other CM/QA software utilizes. SCM also assumes additional responsibilities that are unique to ETA/OIST QA Branch’s operations. SCM has is responsible for, preforming system administration duties for all of QA Branch’s core application suites, provides software application engineering to exploits the Branch’s core applications for uses in other business areas, e.g. the modules within CA Service Catalog application, such as, ARTS, SLA management, and the development of a Financial Charge-back system, Help Desk operations, process flows modification and statistical reporting. SCM also provides Tier 1-4 support for all QA Branch’s core applications.

· SCM shall document and annually update all ETA/OIST sCM policies and procedures associated with software Change Management.

· SCM shall promote packages according to DOL/OCIO and ETA/OIST Governance policies, regulations, and standard operating procedures regardless of environment.

· SCM shall ensure all development and Production releases are strictly controlled under QA’s version control processes and Release Management policies.

· SCM shall perform system administrative functions, e.g. major/minor software release version upgrades, service pack installations, software patch releases for QA Branch’s QA, sCM, QC-IVV&T application tool suites:

· ManageEngine

· OPManager

· Net Flow Traffic Analyzer

· Security Manager Plus

· Asset Explorer

· CA, Inc.

· Software Change Manager

· CMDB

· Service Desk

· Service Catalog

· Hewlett-Packard (HP) Application Lifecycle Management Suite

· Quality Center

· LoadRunner

· QuickTest Professional

· SCM shall provide custom development capabilities for applications to maximize their efficiencies or to exploit the applications capabilities and deploy value-add tools that improve or enhances ETA/OIST business operations, e.g. ARTS, automated SLAs, Financial Charge Back system.

· SCM shall perform, Identification of Configuration Items (CI) to include collecting, recording and maintaining accurate information about CIs.

· SCM shall develop and maintain the organizations CMDB and provide reporting as required.

· SCM shall maintain a current baseline configurations of the enterprise IT infrastructure pertaining to ETA hosted systems in all environments.

· SCM shall maintain a current server mapping for all target servers used by ETA to host Production, Staging, Test, and Development environments.

· SCM shall develop and maintain the organizations Knowledge Base in a Service Desk/Service Catalog solution.

Quality Assurance

Quality Assurance (QA) is responsible for the development of accurate workflows, processes and continuous process improvement and implementation of recommended process improvements; monitoring and auditing customer compliance to all QA Branch processes; ensure change control processes are consistent with ETA/OIST IT Governance policies; ensuring QC-IVV&T is compliant with stated testing protocols and defect reporting requirements; audit mandatory federal 508 testing compliance, ensure NIST security testing for applications (code and web based), is completed prior to production release, ensure the Production application’s SDLCM documentation is consistent with the version or has been identified as a defect in the Defects Report, Audit version control compliance to ensure the application version in production is also the same as what is in the code repository and manages the Release Management package promotions/deployment to completion.

· QA shall document and annually update all ETA/OIST organizational Quality Assurance policies and procedures specific to Quality Assurance, Quality Control-IVV&T, and software Change Management to include but not limited to:

· Version Control process, policy and SOP

· Software Testing Protocol and Testing process, policy and SOPs

· Software Change Management processes, policy and SOPs

· QA monitoring processes policy and SOPs

· ETA/OIST’s organizational QA Change Management Plan

· QA process improvement plan and SOPs

· QA shall monitor compliance of the following processes:

· Change Control - IT Governance (OCMB, CCB and RMB).

· Applications software development (SDLCM).

· Software Change Management (process flows completed).

· Application Testing.

· Defect Reporting.

· Version Control of Production Product is same as that in the Application and documentation Repository.

· Accuracy and integrity of the application (code) and the supporting documentation stored in the Repository.

· QA shall provide the QA Federal manager quarterly, the results and recommendations from their Total Quality Management process reviews.

· QA shall audit the final product Testing Report and Defects Report against the Functional Design Document and Requirements Matrix to ensure Products meets defined requirements and customer expectations.

· QA shall document and annually update Problem and Escalation Management processes and procedures.

· QA shall document and annually update Organizational Configuration Management Plan.

· QA shall assist the Federal PM with OIG audits and A-123 assessments

· QA shall assist the Federal Program Manager with tasks associated with meetings, (e.g., establishment of agenda, meeting minutes, tracking status of action items and deliverables, etc.) in the accomplishment of their assigned responsibilities and duties.

· QA shall provide end-user training at least quarterly, for all commonly used application tools customers must use in the performance of their mission or job, e.g. submission of Change Requests, Developer testing, ARTS, Service Desk

Quality Control-Independent Verification, Validation & Testing

Quality Control-Independent Verification, Validation & Testing (QA-IVV&T) provides complete application life cycle testing according to Testing Protocols, Defects Reporting, Defect Deferments, and provides a comparative analysis of specific tests conducted and their alignment to the requirement listed in the Requirements Matrix. QC-IVV&T is also responsible for QC-IVV&T testing and to review and ensure the SDLCM documentation requirements are met and the documents accurately reflect the version of code being tested for Production release.

· QC-IVV&T shall document the Testing process (aka Testing protocol) and the Standard Operating Procedure used in Testing. Each shall be in sufficient detail such that no ambiguity exists regarding what and how testing is conducted.

· QC-IVV&T shall provide the following Software testing:

· Functional Applications Testing (Blackbox)

· Regression Testing

· Applications Load Testing

· 508 Compliance Testing

· Security (code level) Testing

· Security Compliance Testing

· Automated Testing

Actual testing delivered will be determined as each build/content is verified, based on the Government’s need (i.e., if Section 508 compliance checks are done by Development team on front end and DOL/CIO upon receipt, and through UAT by end users prior to deployment, there may not be a need for a fourth layer of additional Section 508 testing at CM/QA). The service provider shall ensure proper documentation for software releases, enhancements, and that defects are stored in accordance with DOL CM/QA policies.

· QC-IVV&T shall review SDLCM documentation for accuracy with respect to applications version prior to Production release.

· QC-IVV&T shall document and prepare a formal Defects Report upon completion of each testing cycle. The defects report shall contain at a minimum, the following three sections:

· All Found Defects

· All Defects Deferred

· Correlation of each test to its corresponding requirement in the Requirements Matrix

MAJOR TASKS

DOL/OCIO SPECIFIC TASKS

Four tasks are identified in this SOW with a detailed operational overview of what is required by DOL/OCIO.

Task 1: DOL/OCIO Configuration Management Plan

At a minimum, the contractor shall:

· Develop, document, and update quarterly OCIO’s Enterprise IT Infrastructure Configuration Management Plans for the systems that includes pertinent information, such as roles, responsibilities, and configuration management processes and procedures.

· Define Configuration Items (CI) for OCIO’s Enterprise IT Infrastructure information systems and ensure these items are controlled through OCIO’s Change Request process IWA DOL Policies and guidance.

· Establish methods for identifying Configuration Items (CI) throughout the SDLCM and a process for managing the configuration of the configuration items

· Other duties as assigned

Success Factors

· Configuration Management Plans are clearly defined, timely completed/updated, accurate, and require no re-write.

· CIs are well-defined and documented.

· Documented Configuration Management Plans result in no audit finding for major systems.

Task 2: DOL/OCIO Baseline Configuration

At a minimum, the contractor shall:

· Develop, document, and maintain baseline configurations for OCIOs enterprise IT infrastructure to include: hardware, software, and firmware throughout the SDLC. The baselines must include:

· List of hardware, software, and firmware components

· Standard software load for workstations or laptops

· Updated patch information

· Logical placement within the systems architecture

· Ensure configuration of OCIO enterprise IT infrastructure is consistent with the DOL Enterprise Architecture and Federal Enterprise Architecture.

· Ensure the developed baseline configuration document is compliant with NIST approved configuration checklists.

· Monitor the network to determine what software programs are running on the network against an approved list.

· Generate a bi-weekly report for the Contracting Officer of all approved software and suspected unapproved software that is running on OCIO’s infrastructure to ensure appropriate remediation.

· Review and update at least quarterly or when a change occurs as part of information system component installations the OCIO baseline configuration document(s).

· Maintain baseline configuration documents under version control in order to support rollback activities (if necessary).

· Review configuration setting and validate compliance with DOL’s configuration policies and procedures. Prepare and submit compliance report to the Federal Manager quarterly

· Ensure security configuration and mandatory settings are implemented within all OCIO systems.

· Other duties as assigned

Success factors

· Due to implemented baseline configurations systems operational availability meets or exceeds 98% of required availability.

· System security configurations are documented and on file.

· System baseline configuration documents are clearly defined, timely completed/updated, accurate, and require no re-write.

· Documented baseline configuration documents result in no audit finding for major systems.

· Baseline configurations are compliant with applicable DOL and NIST approved configuration checklists or best practices.

· Baselines configurations are updated within two weeks of changes from component installations and at the beginning of each new fiscal year

Task 3: DOL/OCIO Change Management Control

At a minimum, the contractor shall:

· Manage configuration planning, change control, status accounting, and audits.

· Assist OCIO in determining the types of changes to the agency’s systems that should be under configuration control.

· Test, validate, and document changes to OCIO’s enterprise IT infrastructure according to DOL/OCIO policies before implementing the changes on production systems.

· Manage systems source code and related SDLC documentation IWA OCIO policies and guidance.

· Participate in OIG audits regarding OCIO processes, policies, requirements, status and findings.

· Track, manage, and update Configuration Change Requests.

· Ensure Promotion Deployments are executed on schedule

· Other duties as assigned

Success factors

· Change Control processes result in improved system operations and services.

· Tests results are documented and issues are adequately resolved prior to production implementation.

· Change Control documents result in no audit finding for major systems.

· Promotion of packages are executed according to the schedule 95% of the time

Task 4: DOL OCIO IT Asset Inventories and CMDB

At a minimum, the contractor shall:

· Develop, document, and maintain system inventories, to include, but not limited to:

· Manufacturer

· Model number

· Serial number

· Software license number

· System/component owner

· Develop, manage and update the OCIO CMDB.

· Schedule and conduct routine asset inventories according to OCIO Policies.

· Provide the results of the Asset Inventory Report to the Federal Manager.

· Other duties as assigned.

Success factors:

· System inventories are scheduled no less than 30 days prior to the event and they are clearly defined, timely completed/updated, and accurate.

· System inventories shall have no degradation affect to the enterprise IT infrastructure

· Asset Inventory Reports are provided to the Federal Manager with more than 3 later reports per fiscal year.

ETA/OIST SPECIFIC TASKS

There are thirteen (13) Tasks identified in this SOW with a detailed operational overview of what is required by the ETA/OIST QA Branch.

Task 1: Configuration Management Plan

At a minimum, the contractor shall:

· Develop, document, and update quarterly configuration management plans for ETA systems that includes pertinent information, such as roles, responsibilities, and configuration management processes and procedures.

· Define the configuration items for ETA’s information systems and ensure these items are controlled via configuration management.

· Establish methods for identifying configuration items throughout the SDLC and a process for managing the configuration of the configuration items.

· Other duties as assigned.

Success factors:

· Configuration Management Plans are clearly defined, timely completed/updated, accurate, and require no re-write.

· CIs are well-defined and documented.

· Documented Configuration Management Plans result in no audit finding for major systems.

Task 2: Baseline Configuration

At a minimum, the contractor shall:

· Develop, document, and maintain baseline configurations for ETA’s hardware, software, and firmware throughout the SDLC. The baselines must include:

· List of hardware, software, and firmware components.

· Standard software load for workstations or laptops.

· Updated patch information.

· Logical placement within the systems architecture.

· Ensure configuration of ETA systems is consistent with the DOL Enterprise Architecture and Federal Enterprise Architecture.

· Ensure the developed baseline configuration document is compliant with NIST approved configuration checklists.

· Monitor the network to determine what software programs are running on the network against an approved list.

· Generate a bi-weekly report for the Director of Infrastructure Operations of all approved software and suspected unapproved software that is running on the ETA infrastructure to ensure appropriate remediation.

· Review and update at least quarterly or when a change occurs as part of information system component installations the ETA/OIST baseline configuration document(s).

· Maintain baseline configuration documents under version control in order to support rollback activities (if necessary).

· Review configuration setting and validate compliance with DOL’s and ETA’s configuration policies and procedures. Prepare and submit compliance report to the CM/QA manager quarterly.

· Ensure security configuration and mandatory settings are implemented within ETA’s systems.

· Other duties as assigned.

Success factors:

· Due to implemented baseline configurations systems operational availability meets or exceeds 98% of required availability.

· System security configurations are documented and on file.

· System baseline configuration documents are clearly defined, timely completed/updated, accurate, and require no re-write.

· Documented baseline configuration documents result in no audit finding for major systems.

· Baseline configurations are compliant with applicable DOL and NIST approved configuration checklists or best practices.

· Baselines configurations are updated within two weeks of changes from component installations and at the beginning of each new fiscal year

Task 3: Change Management Control

At a minimum, the contractor shall:

· Manage configuration planning, change control, status accounting, and audits.

· Assist ETA/OIST in determining the types of changes to the agency’s systems that should be under configuration control.

· Develop, document, and maintain a configuration change control process e.g. OCCB, CAB and RM.

· Test, validate, and document changes to ETA’s IT systems according to ETA/OIST policies before implementing the changes on production systems.

· Manage systems source code and related SDLC documentation.

· Work with cross-functional teams in product deployments and software releases.

· Participate in OIG audits and A-123 assessments regarding CM/QA processes, policies, requirements, status and findings.

· Track, manage, and update Configuration Change Requests.

· Track problems and changes in documentation and software. Report changes and current configuration to CM/QA manager.

· Promotion of packages are executed on schedule

· Other duties as assigned

Success factors:

· Change Control processes result in improved system operations and services.

· Tests results are documented and issues are adequately resolved prior to production implementation.

· Change Control documents result in no audit finding for major systems.

· Promotion of packages are executed according to the schedule 95% of the time

Task 4: IT Asset Inventories

At a minimum, the contractor shall:

· Develop, document, and maintain system inventories, to include, but not limited to:

· Manufacturer

· Model number

· Serial number

· Software license number

· System/component owner

· Development, management and updating ETA/OIST CMDB

· Schedule and conduct routine bi-weekly inventories according to ETA/OIST’s component installation, removal, and update processes.

· Provide the bi-weekly Inventory report to the Director of Infrastructure Operations and Chief, CM/QA.

· Other duties as assigned.

Success factors:

· System inventories are clearly defined, timely completed/updated, and accurate.

· System inventory information is updated bi-weekly.

· Bi-weekly reports are provided to the Director of Infrastructure Operations and Chief, CM/QA with not more than 3 later reports per fiscal year

Task 5: Training

At a minimum, the contractor shall:

· Develop basic and advanced training curriculums and courses, including training manuals, for customers using current CM/QA/QC solutions (subject to change):

· CA Harvest Software Change Manager

· CA Service Desk

· CA Service Catalog

· HP Quality Center

· Deliver Quarterly classroom training, and desk side training as required, to customers using current CM/QA/QC solutions (subject to change):

· CA Harvest Software Change Manager

· CA Service Desk

· CA Service Catalog

· HP Quality Center

· Maintain a list of customers requiring training, and those that have completed training.

· Provide customers a satisfaction survey upon completion of training.

· Other duties as assigned.

Success factors:

· Training documentation and handouts are current, relevant, and easy to read and understand.

· Classroom training is conducted quarterly

· Training evaluations (feedback) are 95% positive.

Task 6: Application Systems Administration for CM/QA Core Applications

At a minimum, the contractor shall:

· Perform requisite system administration activities to ensure CM/QA applications are properly installed, available, and operating as described by the Manufacturer product documentation. Below is a listing of the current CM/QA/QC solutions (subject to change).

ManageEngine

· OPManager

· Net Flow Traffic Analyzer

· Security Manager Plus

· Asset Explorer

CA, Inc.

· Software Change Manager

· CMDB

· Service Desk

· Service Catalog

Hewlett-Packard (HP) Application Lifecycle Management Suite

· Quality Center

· LoadRunner

· QuickTest Professional

· Coordinate routine maintenance outages with customers and the Division of Infrastructure Operations no less than 5 days prior to schedule outage.

· Notify customers of any application outages according to CM/QA policies.

· Provide administrative customer services and support, e.g. add /delete /modify user accounts and privileges, help desk requests, trouble shooting, etc…, according to customer Service Level Agreements

· Coordinate with the appropriate department/division for additional IT resources to ensure proper operations of CM/QA applications, e.g. disk storage, routine backups and recovery, server/VMs, RAM, licensing, remote access, system privileges, etc…

· Provide standard system reports within one business day and custom reports within 3 business days.

· Ensure the Harvest file repository is routinely backed up and validate the data.

· Other duties as assigned.

Success factors:

· Availability of CM/QA applications shall exceed 98%.

· Customer support shall meet standards established in the Service Level Agreements.

· Applications shall be maintained and updated to current published technical specifications e.g. major release version, minor release version, service packs, SW patches etc.

Task 7: Application Engineering

At a minimum, the contractor shall:

· Perform a variety of system engineering tasks and activities relative to CM/QA operations.

· Develop automated workflows that comply with CMMI level II standards using software products owned by ETA.

· Develop Web enable management reports.

· Design programs, code, test, and debug for systems and applications.

· Collaborate with end users to define business requirements for complex systems development activities associated with Service Desk and Service Catalog.

· Provide hands on Service Desk coding (design, develop, test, debug and implement applications and programs).

Success factors:

· Automated workflows are designed and implemented according to ITIL best practices and CM/QA operational needs and direction.

· Web enabled reports are accurate and are provided according to customer Service Level Agreement.

· Systems and applications are error free.

· Defined and document customer business requirements.

· Obtain customer acceptance of deliverables with no major changes to the product as a result of missed business requirements.

· Deliver end-state final product to customer on-time.

Task 8: Quality Assurance

At a minimum, the contractor shall:

· Develop and execute the CM/QA vendor’s Quality Assurance Plan.

· Develop Software Quality Assurance Plans for projects.

· Develop and incorporate quality assurance standards, routinely monitor and randomly audit to ensure compliance.

· Develop and track operational metrics for quality assurance of systems.

· Verify that development of software products is in compliance with Governance Policies, Change Management Policies and processes, and formally report all violations to the Federal QA Branch Manager and Chief of IT Governance

· Verify all SDLC documentation for systems/projects are complete and updated as required. Report all discrepancies to the Organization Configuration Management Board.

· Validate the QA Branch’s Harvest file repository is routinely backed up and tested.

· Resolve software related problems for CM/QA activities.

Success factors:

· Plans and procedures conforms 100 percent to ETA/OIST requirements and has less than 5 errors (grammatical or typos).

· Software related problems are resolved within 4 hours and propagation can be rolled back successfully if there are major errors.

Task 9: Quality Control Testing

At a minimum, the contractor shall:

· Collaborate with software and system personnel in application testing to include system, functional, unit, regression, load, and acceptance testing.

· Develop, write, revise, verifies quality standards and test procedures for systems and applications evaluations.

· Create and execute test plans, scenarios, and scripts.

· Provide the following Test services:

· Blackbox Testing

· Regression Testing

· Load-Testing

· 508 Compliance Testing

· Security Code Testing

· Coordinate testing requirements.

· Develops test data.

· Create and updates QTP scripts.

· Communicate test progress and results with customers, staff and management.

· Analyze formal test results to discover defects, bugs, errors, configuration issues, and interoperability flaws.

· Evaluate and test new or modified software programs used and verify that they function in accordance with user requirements and conform to ETA/OIST guidelines.

· Maintains test plans and scripts.

Success factors:

· All test results are maintained in a repository.

· Findings as a result of testing are reported to project staff, ETA/OIST management, and customers within the agreed SLA

· Defect Reports are provided to the customer, and CM/QA management

· Testing is completed and delivered to a standard of 98% on-time, on schedule

Task 10: Quality Control Management

At a minimum, the contractor shall:

· Provide daily leadership and supervision for the QA team members.

· Ensure adequate resources are assigned for project coverage.

· Conduct monthly meeting with OFLC project managers to gain insight on providing better services.

· Meet and develop training with team members.

· Ensure all aspects of the contract terms are being met and delivered.

· Communicate with team members and project managers on all on-going issues affecting the team.

· Track HP Quality Center defects and report findings per project on a weekly basis to the project manager.

· Other duties as assigned

Success Factors:

· Projects are delivered on time.

· Projects are properly resourced.

· All required reports and provided on time

Task 11: Quality Control Load Testing

At a minimum, the contractor shall:

· Execute performance testing.

· Measure performance of applications.

· Set up tests and monitor to measure transaction performance times and interpret results.

· Develop LoadRunner scripts and execute performance tests (load, stress) and analyze results.

· Conduct CM duties as related to OFLC servers using the CA Cohesion tool to verify baselines and conformance to established baselines and report all differences to management for verification and resolution

Success Factors:

· Execute daily LoadRunner scripts and execute performance tests (load, stress).

· Interpret daily performance test results.

· Report on CM activities related to OFLC server baselines and report differences to management within 2 business days.

· Create, debug, customize and execute scripts on time as scheduled.

· Provide load test summary reports, to include analysis, tests description and recommendations within 2 business days

Task 12: Quality Control Automated Testing

At a minimum, the contractor shall:

· Writing, maintain, and executing test cases based on requirements or test cases or use cases.

· Developing functional components on VB script using a QTP Framework.

· Using object libraries, standardizing/customizing functions, scripting, and updating QTP scripts.

· Maintaining QTP components.

· Mapping automated tests to requirements in HP Quality Center.

· Running smoke and regression threads frequently and reporting results.

· Coordinating with Load and Performance testers.

· Coordinate control usage with other performance testers.

· Debugging environmental and application anomalies.

Success Factors:

· Execute test cases per defined schedule

· Maintain QTP components

· Document mapping for automated scripts to requirements in HP Quality Center

· Conduct smoke and regression threads per defined schedule and report results within 3 business days

Task 13: Quality Control Application Analysis

At a minimum, the contractor shall:

· Establish, update and maintain the organizational Software Quality Assurance Plan.

· Implement the Quality Assurance Plan according to ETA/OIST CM/QA policies, processes and standard operating procedures.

· Verify each functional component of the software project follows a defined process which is in conformance with CM/QA processes standards.

· Report findings to project staff, line management of the organization, and the customer, as appropriate.

· Provides an independent assessment of how the project’s software development process is being implemented relative to the defined process and recommends methods to optimize the organizations processes.

· Identifies and maintains the original configuration of requirements documentation, design documentation, software, and related documentation.

· Responsible for maintaining HP Quality Center as well as creating and updating QTP scripting.

Success Factors:

· Software quality Assurance Plans are developed for each project according to CM/QA policies.

· Verify functional components of the project follow and conform to defined CM/QA processes.

· Provide assessment of processes and recommend methods to improve processes.

· Maintain all original and subsequent updated documentation for configurations, requirements, and design in the CM/QA application repository.

LABOR CATEGORIES and DESCRIPTIONS

infrastructure Configuration Management(iCM) infrastructure Configuration Analysis (iCA) infrastructure Application Engineering (iAE)

sCM Configuration Analyst (sCA) sCM Applications Systems Administrator (sASA)

Quality Control Application Analyst Lead (Tester) (QCLT)

Quality Control Application Analyst (Tester) (QCT)

Quality Control Load Test Specialist (QCLTS) sCM Application Engineer

Quality Control Automated Test Specialist

Project Manager (Key Personnel)

Qualifications:

· Must undergo and successfully attain the following security investigation: Minimum Background Investigation (MBI)

· Must have a minimum of a Master’s degree or equivalent in Computer Science, Computer Information Systems, Information Technology, and Information Systems Management or similar from an accredited institution.

· Required Minimum Certification:

· ITIL Foundation

· PMP

· Strong leadership and analytical skills.

· Demonstrates 7+ years as a Project Manager managing a specialize technical staff in an IT environment of similar scope, complexity

· Demonstrates five years of experience successfully managing a contract in the Federal Sector of similar size, scope, complexity and responsibility

· Expert knowledge of all phases of the Systems Development Life Cycle Management (SDLC) model.

· Demonstrated experience with OMB and PMI’s PMBOK EVM practices for measuring and reporting schedules and costs metrics.

· Intermediate level skills in Microsoft Suite (Word, Excel, and PowerPoint, Visio)

· Intermediate knowledge using MS Project.

· Demonstrates strong analytical and problem solving abilities.

· Demonstrates expert interpersonal and communications skills, and experience preparing and delivering presentations to senior and executive management.

· Excellent intrapersonal skills.

· Excellent verbal and written skills.

· Performs change, configuration, and release management activities in an operational capacity inclusive of all team member duties.

· Conducts quality assurance and control testing in support of all releases in an operational capacity inclusive of all team member duties.

Duties:

· Works directly with the Federal Program Manager who establishes direction, priorities, and provides overall operational guidance

· Provides direct support and advice to the Federal Manager and team

· Manages and provides daily oversight of vendor staff

· Ensures adequate resources for projects

· Serves as principal contractor interface with the COR and Federal Manager and other federal staff to ensure that Government requirements are interpreted correctly, appropriate skills are applied to each task, and quality of products is maintained

· Required to execute and manage approved projects from inception through deployment, while monitoring complex work flows and aggressive deadlines

· Manages project scope, deliverables, and schedule on day-to-day operational basis

· Manages the work of all contractors and subcontractor staff assigned to the task orders such that activities and deliverables are completed on time and to the customer’s satisfaction

· Directly oversees and participates in activities requiring senior technical and management skills, as appropriate

· Holds regular (weekly minimum) status meetings with Federal team members to gain insight into ongoing support requirements

· Assists the Federal Program Manager with tasks associated with formal meetings, (e.g., establishment of agenda, meeting minutes, tracking status of action items and deliverables, etc.)

· Participate in OIG audits and A-123 assessments regarding processes, policies, requirements, status and findings

· Provides quarterly training and desk side training as required to customers that utilize CA products and tools

· Participates in IT technical project development meetings and provides input regarding resource allocation, processes, and standards

· Prepares and presents progress reports for senior Federal management and stakeholders

· Ensures project documents are complete, current, delivered on schedule, and archived appropriately

· Works with Federal managers to develop project implementation plans

· Works closely with other technical teams to assess resource allocation in support of new projects

· Communicates effectively with colleagues to identify project needs, updates, and changes; evaluates alternative solutions

· Communicates difficult/sensitive information tactfully

· Integrates project plans into program portfolios

· Produces project scope documents and detailed functional specifications

· Performs complex data analysis and data mapping

· Defines test strategies, plans, and scripts

· Participate in disaster recovery planning, testing and response

· Identifies and selects contractor staff with approval from Federal PM and COR

· Prepares and submits all required reports to the COR

· Maintains and submits accounting data including hours expended by individual and labor category by task as well as funds utilized for current periods and cumulatively by task and project

· Leads all elements of the project lifecycle for multiple concurrent projects. Applies project methodology (such as, scoping, planning, designing, building, deploying, closing out project) using critical thinking and leadership skills

· Provides input into security documents, assessments, and plans

· Instills a working environment conducive to effective collaboration

· Business Process: Effectively applies DOL and ETA/OIST policies and procedures, and similar project methodologies

· Works in accordance with DOL and ETA/OIST standard policies and procedures and enforces their proper use on all projects

· Knowledge Management: Builds a knowledge base by projects and work-streams

· End-user Documentation: Experience producing end-user and technical support materials

· Performs change, configuration, and release management activities in an operational capacity inclusive of all team member duties

· Conducts quality assurance and control testing in support of all releases in an operational capacity inclusive of all team member duties

· Other duties as assigned

Experience:

· Expert knowledge with the following applications (Preferred):

· CA Software Change Manager

· CA Service Desk

· CA Service Catalog

· HP Quality Center, LoadRunner and QuickTest Professional

· Expert knowledge in managing multiple database intensive Web applications through the software development life-cycle.

· Seven years’ experience managing multiple complex projects end-to-end, and successful completion of projects within budget and on time.

· Documented experience in managing large projects in a matrix organization.

· Experience managing contracts, recruitment, hiring, development, and supervision of employees.

· Customer Relationship Management

· Escalation Management

· Experience managing contracts where the contract is composed of at least two separate and concurrent tasks.

· Contract management must include planning, budgeting, staffing, and control of each task assignment.

· Experience implementing automation projects which includes work plan development and day-to-day oversight of plan implementation.

Infrastructure Configuration Manager (iCM)

Qualifications:

· Must undergo and successfully attain the following security investigation: Minimum Background Investigation (MBI)

· Bachelor’s degree in area of specialty or Computer Science, Information Management, Information Technology, Engineering, or equivalent and 8 or more years of experience with Change Management activities of similar scope, complexity and responsibility

· Certifications:

· ITIL

· Certificate of Training:

· Remedy Version 8.x (Preferred)

· Ability to communicate ideas in both technical and non-technical language

· Strong analytical and problem solving skills

· Strong organization and time management skills

· Working knowledge of the SDLC models

· Excellent listening, presentation, and interpersonal skills

· Excellent verbal and written skills

Duties:

· Develops project Change Management Plan and implementation procedures that conforms to DOL requirements

· Serves as technical subject matter expert responsible for software build, release and source code management

· Manages all system source code deployments

· Works with cross-functional teams in the management of system and product deployments

· Develops and tracks operational metrics for Change Request Implementations

· Directs process and product testing to ensure quality standards are met during production deployments

· Participates in the development of quality standards for quality control testing

· Creates and executes test plans and scripts that will determine optimal application performance according to specifications

· Communicates test progress, test results, and other relevant information to project stakeholders and Federal manager

· Reports findings of unauthorized implementation of Change Requests to Federal manager and designated stakeholders

· Analyzes formal test results in order to discover and report any defects, bugs, errors, configuration issues, and interoperability flaws for all failed Change Requests implementations

· Provides an independent assessment of how the Change Management process is being implemented relative to defines processes and recommends alternate courses of action

· Identifies and maintains the original implementation Change Request and subsidiary supporting documentation

· Other duties as assigned

Experience

· Five years of direct experience in overseeing the design, development, and implementation of Change Management processes.

· Five years of programming experience in JavaScript, HTML, XML, JSP, and/or JAVA.

· Five years of experience in release management of tier 3 web applications.

· Five years of experience with building, configuring and administering applications in the following environments:

· ColdFusion

· Java Application Servers

· Unix OS

· MS Windows Server 2007 or higher.

· Strong knowledge base in the principles and the effective usage network monitoring tools.

· Tivoli Endpoint Manager

Infrastructure Configuration Analyst (iCA)

Qualifications:

· Must undergo and successfully attain the following security investigation: Minimum Background Investigation (MBI)

· Bachelor’s degree in area of specialty or Computer Science, Information Management, Information Technology, Engineering, or equivalent and 8 or more years of experience with Change Management activities of similar scope, complexity and responsibility

· Eight years of experience with enterprise IT activities of similar scope, complexity and responsibility

· Certificate of Training:

· Remedy version 8.x or later (Preferred)

· Knowledgeable with industry Change Management best practices, methodologies, and procedures

· Working knowledge with standard networking protocols (e.g., HTTP, UDP, etc.)

· Demonstrated ability to work collaboratively with other technical and non-technical personnel

· Demonstrates strong analytical and problem solving abilities

· Excellent verbal and…