STATEMENT_OF_WORK.pdf

ETA CM/QA/QC Statement of Work 1

EMPLOYMENT AND TRAINING ADMINISTRATION

Change Management/Quality Assurance/Quality Control

Statement of Work

I. BACKGROUND INFORMATION

The Department of Labor (DOL) Employment and Training Administration (ETA) Office of Information Systems and Technology (OIST) under the direction of the DOL Office of the Chief Information Officer (OCIO) and ETA’s Office of Management and Administrative Services (OMAS) require specialized Information Technology (IT) services for Quality Assurance (QA), Quality Control (QC), and Change/Configuration Management (CM) of ETA’s custom software application systems.

These services confirm IT applications meet the customer’s required functional and physical attributes through well-designed and controlled processes, quality testing throughout application developmental life cycle, software version control, and maintenance of central document and software repository. CM, QA, and QC are services that support ETA’s vision, mission, and IT service delivery.

OIST Change/Configuration Management/Quality Assurance/Quality Control (CM/QA/QC) Branch is responsible for the quality of ETA’s custom applications produced through QA, QC- Independent Verification, Validation & Testing, (IVV&T), and CM activities. CM/QA/QC’s principled approach confirms requisite processes are used, efficient, relevant, continuously updated and streamlined to the organization’s business practices. The vendor is expected to be knowledgeable and experienced in QA, QC-IVV&T, CM as they applied to software development operations throughout the product’s life-cycle; to include but 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/dynamic black box (functional) testing, white box (boundary) testing, regression testing & verification, static and dynamic application security testing, application engineering, and system administration for all CM, QA, and QC software tools.

II. OBJECTIVES

This contract award is intended to provide QA, QC-IVV&T, and CM services as required to meet the ETA’s applications development mission requirements. It is incumbent upon the vendor to

ETA CM/QA/QC Statement of Work 2 confirm the integrity and quality of applications and subsidiary products developed to support the execution of ETA’s mission by successfully fulfilling the following throughout the contract.

A. GENERAL

1. The vendor is knowledgeable and experienced in all aspects of CM, QA, and QC-IVV&T as they apply to the enterprise IT environments, and application development methodologies and practices. The vendor shall have demonstrated experience with applying industry and government best practices to all activities identified above;

demonstrated experience and knowledge of enterprise IT operations, demonstrated experience and knowledge with applications development and governance processes;

and demonstrated experience and knowledge with the practical application of Software Development Life-Cycle Management (SDLCM) principles;

2. The vendor shall possess current Capability Maturity Model Integration (CMMI) for

Maturity Level -2 certification, with a ‘for Services’ concentration preferred, and its staff possesses required credentials and certifications as described in III. Labor Categories and Descriptions;

3. The vendor conducts all activities – including but not limited to QA, QC-IVV&T, and CM activities - to CMMI Maturity Level II-compliant standards to confirm consistent and repeatable process practice and operational execution; and

4. The vendor documents and, at a minimum, annually updates its respective Standard

Operating Policies and Procedures (SOP) for all activities – including but not limited to QA, QC-IVV&T, and CM activities.

B. CHANGE MANAGEMENT (CM)

CM, in the broadest of terms, provides framework that designates processes for design and govern the logical flow of any change type from initiation through technical review and vetting, approval, implementation, monitoring, and reporting. CM encompasses, in part, organization IT infrastructure, hardware, firmware, Operating System (OS), and applications. CM is accountable to oversee a collection of processes that collectively bring assurance that a Change Request (CR) is meticulously vetted and, if approved, becomes a sanctioned change that is acted upon in a structured manner to certify activities and resources are coordinated; stringent management controls are in place; monitoring validates that only the authorized change, as approved, is implemented; and that 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

ETA CM/QA/QC Statement of Work 3 could inadvertently result in an adverse condition affecting the system, the network or the enterprise’s IT infrastructure in total.

1. CHANGE/CONFIGURATION MANAGEMENT (CM)

OIST CM executes and manages CR as they pertain to software applications development and the movement (promotion and demotion) of (code) packages to and from the application developer environment (target server) and the QC-IVV&T and UAT environments (target servers), and, when the application is ready, promotion of the code to the production environment (target server). sCM does not execute loading of the application software onto the target servers; that responsibility is managed and controlled by the OCIO Infrastructure Division staff. sCM 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, its software and corresponding Search and Query Languages (SQL) databases. The database team manages the Oracle database and servers that other CA and HP Application Lifecycle Management (ALM) software applications reside. sCM has additional responsibilities that are unique to ETA OMAS and OIST QA operations. sCM is responsible for performing system administration duties for all of QA core application suites, provides software application engineering to exploit the QA’s core applications for uses in other business areas (e.g. Service Level Agreement (SLA) and the development of a Financial Charge Back System (FCBS), Help Desk operations, process flow modifications, and statistical reporting.) The sCM provides Tier 1-4 support for all CM/QA’s core applications.

a) Documents and annual updates all OMAS and OIST SOP associated with CM;

b) Promotes packages in agreement with DOL, OMAS, and OIST governance policies, regulations, and SOP, regardless of environment;

c) Confirms all Development and Production releases are strictly controlled under QA version control processes and Release Management (RM) policies;

d) Performs system administrative functions (e.g. major/minor software release version upgrades, service pack installations, software patch releases for QA Branch QA, CM, QC- IVV&T application tool suites as identified in Table 2 upon request:

ManageEngine CA Technologies HP ALM

OPManager Software Change Manager Unified Functional Test* Net Flow Traffic Analyzer Service Desk Manager *Quality Center Security Manager Plus IT Asset Manager/Service

Catalog *QuickTest Professional

Asset Explorer Configuration Automation for Physical and Virtual Environments (formally as known Cohesion)

LoadRunner

TABLE 1: OMAS/OIST APPLICATION SUITE

ETA CM/QA/QC Statement of Work 4

e) Provides custom development capabilities specific to CA applications to maximize their efficiencies or to exploit the applications capabilities and deploy value-add tools that improve or enhances ETA OMAS and OIST business operations (e.g. automated SLA, and Financial Chargeback System);

f) Identifies CI including collecting, recording, and maintaining accurate information about

CI;

g) Develops and maintains the organization’s CMDB;

h) Maintains a current baseline configuration of the enterprise IT infrastructure pertaining to ETA and OIST-hosted systems in all environments;

i) Maintains and frequently updates current server mapping for all target servers used by

OIST to host production, test or development software; and

j) Develops and maintains the organization’s knowledge base in CA Technologies Service

Desk and Service Catalog.

C. QUALITY ASSURANCE (QA)

QA is responsible for developing accurate work flows, processes, and continuous process improvement and implements recommended process improvements; monitoring and auditing customer compliance of all QA Branch processes; confirms change control processes are consistent with OIST IT Governance policies; confirms QC-IVV&T is compliant with stated testing protocols and defect reporting requirements; audits mandatory Section 508 testing compliance;

confirms NIST security testing for applications (code and web based) is completed prior to production release; confirms Production application SDLCM documentation is consistent with the version or has been identified as a defect in the defects report; audits version control compliance to confirm application versions in production match code repository records; and manage RM package promotion and deployment to completion.

1. Documents and annually updates all ETA OMAS and OIST organizational QA SOP specific to QA, QC-IVV&T, and CM to include but not limited to:

a) Version Control (VC) SOPs;

b) Software Testing Protocol (STP) and testing SOPs;

c) CM SOPs;

d) QA monitoring SOPs;

e) OIST’s organizational QA CMP; and

f) QA process improvement plan and associated SOPs.

2. Monitors compliance of the following processes:

a) Change Control - IT Governance;

b) Applications software development (SDLCM);

c) CM (process flows completed);

d) Application testing;

e) Defects reporting;

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f) VC of production product is same as that in the Application and documentation repository; and

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

3. The vendor shall provide the QA FPM quarterly with the results and recommendations from their Total Quality Management (TQM) process reviews;

4. The vendor shall audit the final product Testing Report and Defects Report against the

Functional Design Document and Requirements (FDDR) matrix to confirm products meets defined requirements and customer expectations;

5. The vendor shall document and annually update Problem and Escalation Management (PEM) processes and procedures;

6. The vendor shall document and annually update Organizational Configuration Management

Plan (OCMP);

7. The vendor shall assist the FPM with all DOL Office of the inspector General (OIG) audits and

U.S. Office of Management and Budget (OMB) Circular No. A-123 assessments;

8. The vendor shall assist the FPM 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; and

9. The vendor 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 CR, developer testing and Service Desk).

D. QUALITY CONTROL-INDEPENDENT VERIFICATION VALIDATION & TESTING

(QC-IVV&T)

QC-IVV&T provides complete application life cycle testing in accordance with testing protocols and that the defects report identifies all found defects and defect deferments; provides comparative analysis of tests conducted to requirements listed in the RM; and confirms the SDLCM documentation requirements are met and documents accurately reflect the version of code being tested for Production release.

1. Documents testing process (aka testing protocol) and the SOP used in testing so that each contains sufficient detail such that no ambiguity exists regarding what and how testing is conducted;

ETA CM/QA/QC Statement of Work 6

2. Provides the following software testing:

a) Blackbox testing (Functional);

b) White Box testing (Boundary);

c) Regression testing;

d) Applications Load testing;

e) Section 508 Compliance testing;

f) Security (code level) testing;

g) Security Compliance testing; and

h) Automated testing

3. The vendor shall review SDLCM documentation for accuracy with respect to applications version prior to production release;

4. The vendor 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:

Section 1. All found defects;

Section 2. All deferred defects; and

Section 3. Correlation of each test to its corresponding requirement in the FDDR matrix

III. LABOR CATEGORIES AND DESCRIPTIONS

This contract includes the labor categories included in Table 3, which also includes the positions’ common usage acronyms and their disposition as key personnel:

TITLE ACRONYM KEY

Project Manager (Vendor Project Manager) PM (VPM) YES

Software Application Engineer SAE NO

Software Configuration Manager SCM YES

Software Configuration Analyst SCA NO

Software Application Systems Administrator SASA NO

Quality Assurance Management Analyst QAMA NO

Quality Control Application Analyst Lead Tester QCAALT NO

Quality Control Application Analyst Tester QCAAT NO

Quality Control Load Test Specialist QCLTS NO

Quality Control Automated Test Specialist QCATS NO

TABLE 2: PERSONNEL

A. PROJECT MANAGER (PM, VPM)

ETA CM/QA/QC Statement of Work 7

1. Qualifications:

a) Must undergo and successfully attain Minimum Background Investigation (MBI) security investigation;

b) At a minimum, must possess a Master’s degree or equivalent in Computer

Science (CS), Computer Information Systems (CIS), IT, Information Systems Management (ISM), or similar major from an accredited institution; or a BS degree in Computer Science (CS), Computer Information Systems (CIS), IT, Information Systems Management (ISM), or similar major from an accredited institution and 12 years post-graduation experience in the field.

c) Required current minimum certification:

(1) Information Technology Infrastructure Library (ITIL) Foundation and

(2) Project Management Institute (PMI) Project Management Professional

(PMP).

d) Strong leadership and analytical skills;

e) At a minimum, demonstrate 7 years’ experience as a PM successfully managing a specialize technical staff in an IT environment of similar scope and complexity;

f) At a minimum, demonstrate 5 years’ experience successfully managing a contract(s) in the Federal sector of similar size, scope, complexity and responsibility;

g) Demonstrate expert knowledge of all phases of the SDLCM model;

h) Demonstrate experience with OMB and PMI’s Project Management Body of

Knowledge (PMBOK) and Earned Value Management (EVM) practices for measuring and reporting schedules and costs metrics;

i) Demonstrate intermediate-level skills in Microsoft (MS) Word, Excel, PowerPoint, and Visio and intermediate-level working knowledge of MS Project;

j) Demonstrate strong analytical and problem solving abilities; and

k) Demonstrate expert interpersonal and written communication skills and successful experience in preparing and delivering presentations to senior and executive management;

2. Duties:

a) Work directly with FPM, who establishes direction, priorities, and provides overall operational guidance;

b) Provide direct support and advice to FPM and Federal team;

c) Manage and provide daily oversight of vendor staff;

d) Confirm adequate resources for projects;

e) Serve as principal contractor interface with the Contract Officer’s

Representative (COR) and FPM and other Federal staff to confirm that Government requirements are interpreted correctly, appropriate skills are applied to each task, and expected quality of products is maintained;

f) Execute and manage approved projects from inception through deployment, while monitoring complex work flows and aggressive deadlines;

g) Manage project scope, deliverables, and schedule on day-to-day operational basis;

ETA CM/QA/QC Statement of Work 8

h) Manage work of all contractor and subcontract staff assigned to the Contract and Task Order such that activities and deliverables are completed on time and to the customer’s satisfaction;

i) Directly oversee and participate in activities requiring senior technical and management skills, as appropriate;

j) Hold regular (weekly minimum) status meetings with Federal team members to provide and receive perception and input into ongoing support requirements;

k) Assists the FPM with tasks associated with formal meetings, (e.g., establishment of agenda, meeting minutes, tracking status of action items and deliverables, etc.);

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

m) Provide quarterly training and desk side training as required to customers that utilize CA Technologies products and tools;

n) Participate in IT project development meetings and provide input regarding resource allocation, processes, and standards;

o) Prepare and present progress reports for senior Federal management and stakeholders;

p) Confirm project documents are complete, current, delivered on schedule, and archived appropriately;

q) Work with Federal managers to develop project implementation plans;

r) Work closely with other technical teams to assess resource allocation in support of new projects;

s) Communicate effectively with colleagues to identify project needs, updates, and changes and evaluate alternative solutions;

t) Communicate difficult/sensitive information tactfully;

u) Integrate project plans into program portfolios;

v) Produce project scope documents and detailed functional specifications;

w) Perform complex data analysis and data mapping;

x) Define test strategies, plans, and scripts;

y) Participate in disaster recovery planning, testing, and response;

z) Identify and select contractor staff, with approval from FPM and COR where required;

aa) Prepare and submit all required reports to Contract Officer (CO) and COR;

bb) Maintain and submit 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;

cc) Lead all elements of the project lifecycle for multiple concurrent projects;

dd) Apply project methodology (such as, scoping, planning, designing, building, deploying, and closing out project) using critical thinking and leadership skills;

ee) Provide input into security documents, assessments, and plans;

ff) Support a working environment conducive to effective collaboration;

gg) Effectively apply DOL, ETA, and OIST SOP and similar project methodologies;

ETA CM/QA/QC Statement of Work 9

hh) Work in accordance with DOL, ETA, and OIST SOP and enforce proper use on all projects;

ii) Build and document a knowledge base by projects and work-streams;

jj) Develop end-user and technical support materials; and

kk) Other duties as assigned.

3. Experience:

a) Expert knowledge with the following applications:

(1) CA Software Change Manager;

(2) CA Service Desk;

(3) CA Service Catalog;

(4) HP Quality Center;

(5) HP LoadRunner; and

(6) HP QuickTest Professional

b) A minimum of 7 years’ experience managing multiple complex projects end-to-end, and successful completion of projects within budget and on time.

c) Documented experience in managing large projects in a matrix organization.

d) Documented experience managing contracts, recruitment, hiring, development, and supervision of employees.

e) Documented experience in customer relationship management

f) Documented experience in escalation management

g) Documented experience in 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.

h) Documented experience implementing automation projects that include work plan development and day-to-day oversight of plan implementation.

B. SOFTWARE APPLICATION ENGINEER

a) Must undergo and successfully attain MBI security investigation;

b) Bachelor’s degree in area of specialty or CS, IM, IT, Engineering, or equivalent;

c) A minimum of 8 years of experience in and organization with similar scope, complexity and responsibility;

d) Certification:

(1) ITIL Foundation.

e) Certificate of Training:

(1) Remedy V6 or later.

f) Expert knowledge of industry best practices;

g) A minimum of 5 years of experience in using scripting and utility tools such as, Perl, VBscript, shell, etc.;

h) Excellent troubleshooting and problem resolution skills; and

ETA CM/QA/QC Statement of Work 10

i) Excellent verbal and written skills.

a) Perform a variety of system engineering tasks and activities relative to Remedy;

b) Develop automated workflows that comply with CMMI standards using software products owned by DOL;

c) Develop Web enabled management reports;

d) Design programs, codes, tests, and debugs for systems and applications;

e) Collaborate with end-users to define business requirements for complex systems development activities associated the implementation of a Remedy solution;

f) Provide hands on coding (design, develop, test, debug and implement applications and programs);

g) Integrate COTS applications through web applications, UNIX and Windows shell scripts, and SQL queries; and

h) Other duties as assigned

a) A minimum of 5 years of experience working with application development teams in reviewing product definition documents (e.g., functional specifications) to build test plans and confirm the requirements and design are translated into efficient use cases for testing and

b) A minimum of 5 year of hands-on experience with configuring, integrating, and/or coding on CA’s and HP ALM’s solutions, as well as supporting Help Desk Operations

C. SOFTWARE CONFIGURATION MANAGER

4. Qualifications:

b) Bachelor’s degree in area of specialty or CS, IM, IT, Engineering, or equivalent;

c) A minimum of 8 years of experience with software Change Management activities of similar scope, complexity and responsibility;

d) Certificate of Training:

(1) CA Software Change Manager V12.6 or later;

(2) CA CMDB;

(3) CA Service Catalog V12.6 or later; and

(4) CA Service Desk V12.6 or later.

e) Knowledgeable with industry sCM best practices, methodologies, and procedures;

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

g) Demonstrated ability to work collaboratively with other technical and non-technical personnel;

h) Demonstrates strong analytical and problem solving abilities; and

ETA CM/QA/QC Statement of Work 11

5. Duties:

a) Work closely with the QA Federal staff and customers;

b) Manage configuration planning, configuration change control, configuration status accounting, and configuration audits;

c) Manage coordination and administration of configuration management activities;

d) Serves as technical leader responsible for software build, release and source code management;

e) Manage all system source code;

f) Collaborate with cross-functional teams in the management of system and product deployments;

g) Determine and document necessary support to CR application deployments;

h) Coordinate, prepare, and deliver customer’s required change reports;

i) Review customer CM CR work flows, process approvals, change data and documents to confirm adherence to procedures and policies;

j) Confirm configuration data of all delivered and in-process software, hardware, and firmware are maintained in a current status at all times;

k) Verify requirements to all baselines have been met for hardware, software, and firmware;

l) Describe provisions for configuration identification, change control, configuration status accounting, and configuration audits;

m) Establish and maintain software, firmware and hardware configuration baselines;

n) Identify and maintain the original configuration for requirements, design, software, and related documentation;

o) Track, manage, and update configuration CR throughout the SDLCM process;

p) Track all issues and changes in product documents and software, reports changes and current configuration to the QA FPM;

q) Regulate the change process so that only approved and validated Changes

Requests are deployed and a copy of the applications version and its associated SDLCM documents are maintained within the Repository;

r) Support the software QA process audits;

s) Administer, maintain, configure, and support CA Harvest V12.6 and higher;

t) Attend development meetings and participate in formal change control meetings with project stakeholders; and

u) Other duties as assigned.

6. Experience:

a) Thorough knowledge of the FDCC and USGCB;

b) A minimum of 5 years’ experience in release management processes;

c) A minimum of 5 years’ hand-on experience using:

(1) CA Software Change Manager V12.6 or later;

ETA CM/QA/QC Statement of Work 12

(2) CA CMDB;

(3) CA Service Catalog V12.7 or later; and

(4) CA Service Desk V12.7 or later.

d) A minimum 5 years of experience in software configuration management including best practices, software code management, build development, continuous integration, and deployments;

e) A minimum 5 years of experience in designing, implementing, and supporting product development and release processes/tools;

f) A minimum 3 years of experience in software deployment into MS OS and Unix OS environments; and

g) A minimum 3 years of experience using scripting and utility tools such as, Perl, VBscript, shell, etc.

D. SOFTWARE CONFIGURATION ANALYST

7. Qualifications:

b) Bachelor’s degree in area of specialty or CS, IM, IT, Engineering, or equivalent;

c) A Minimum 8 years of experience with QA activities of similar scope, complexity and responsibility

d) Certifications:

(1) CCNA.

e) Certificate of Training:

(1) CA Configuration Automation (formally as known Cohesion);

(2) ManageEngine OPManager;

(3) ManageEngine Net Flow Traffic Analyzer; and

(4) ManageEngine Security Manager Plus.

f) Ability to communicate ideas in both technical and non-technical language;

g) Strong analytical and problem solving skills;

h) Strong organization and time management skills;

i) Working knowledge of the SDLCM models;

j) Excellent listening, presentation, and interpersonal skills; and

k) Excellent verbal and written skills.

8. Duties:

a) Develop project software QA plan and implementation procedures that conforms to OIST requirements;

b) Develop and tracks operational metrics for the quality assurance of information systems;

c) Direct process and product testing to confirm quality standards are met during production;

d) Oversee the development of quality standards for quality assurance testing.

ETA CM/QA/QC Statement of Work 13

e) Collaborate with software/systems personnel in application testing, such as system, unit, regression, load, and acceptance testing methods;

f) Create and execute test plans and scripts that will determine optimal application performance according to specifications;

g) Communicate test progress, test results, and other relevant information to project stakeholders and Federal manager;

h) Verify that function components of the software project follow a defined process which conforms to OIST requirements;

i) Report findings to project staff, OIST line management, and customers as directed by the Federal manager;

j) Analyze formal test results in order to discover and report any defects, bugs, errors, configuration issues, and interoperability flaws;

k) Provide an independent assessment of how the project’s software development process is being implemented relative to defines processes and recommends methods to options OIST’s processes;

l) Identify and maintain original configuration of requirements, design, software, and related documentation;

m) Maintains the quality center installation;

n) Create and update QTP scripts; and

o) Other duties as assigned.

9. Experience:

a) A minimum of 5 years direct experience in oversight of the design, development, and implementation of QA standards for software testing;

b) A minimum of 5 year of programming experience in at least one of the following:

(1) JavaScript;

(2) HTML;

(3) XML;

(4) JSP; and

(5) Java.

c) A minimum of 5 years of hand-on experience with:

(1) Cisco Firewall Security;

(2) VMware;

(3) Unix OS; and

(4) MS Windows Server 2007 or higher.

d) Expert knowledge and hands-on experience using the following network monitoring tools:

(1) ManageEngine OPManager;

(2) ManageEngine Net Flow Traffic Analyzer; and

(3) ManageEngine Security Plus.

e) Expert knowledge in operations and technologies used in web-based applications.

ETA CM/QA/QC Statement of Work 14

E. SOFTWARE APPLICATION SYSTEMS ADMINISTRATOR

10. Qualifications:

b) Bachelor’s degree in area of specialty or CS, IM, IT, Engineering, or equivalent;

c) A minimum 8 years of experience in an organization with similar scope, complexity and responsibility;

d) Certifications:

(1) ITIL Foundation and

(2) MCSA or OCA, Solaris (Desired/Preferred)

e) Certificate of Training:

(1) CA Software Change Manager (Harvest) V12.4 or higher;

(2) CA CMDB;

(3) CA Service Catalog V12.4 or higher;

(4) CA Service Desk V12.4 or higher;

(5) MS SQL;

(6) HP Quality Center;

(7) HP LoadRunner;

(8) HP QuickTest Professional; and

(9) ManageEngine Asset Manager.

f) Strong working knowledge of Oracle Enterprise dB V11x or higher

g) Strong working knowledge of Unix OS

h) Excellent troubleshooting and problem resolution skills.

11. Duties:

a) Perform and maintain all requisite System Administration tasks and activities relative to supporting the operations and availability CM/QA’s software applications to include but not limited to:

(1) Application installation;

(2) Configuration and operations;

(3) New SW release updates, patches; and

(4) Product media (Application disks) and Product Documentation storage.

b) Provide support and direction to users in the use of software/hardware systems and programs to support an integrated system;

c) Confirm that security configurations and mandatory settings are implemented;

d) Document systems ‘configurations

e) Provide asset inventory reports of IT hardware and software; and

f) Other duties as assigned.

12. Experience:

a) Thorough knowledge of the Federal Desktop Core Configuration (FDCC) and the United States Government Configuration Baseline (USGCB).

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b) A minimum of 5 years of hands-on experience using :

(1) CA Software Change Manager (Harvest) V12.6 or higher;

(2) CA CMDB;

(3) CA Service Catalog V12.7 or higher;

(4) CA Service Desk V12.7 or higher;

(5) MS SQL;

(6) HP Quality Center;

(7) HP LoadRunner;

(8) HP QuickTest Professional; and

(9) ManageEngine Asset Manager

c) A minimum of 3 years of experience using Nagios, Snort, and Splunk

F. QUALITY ASSURANCE MANAGEMENT ANALYST

13. Qualifications:

b) Bachelor’s degree in area of specialty Business Information Systems, IT–

Software, Business Administration, Operations Management or 8 or more years of experience in and organization with similar scope, complexity and responsibility;

c) Certification (at least two (2) from the list below)

(1) 6 SIGMA Black Belt

(2) Certified Software Quality Analyst (CSQA)

(3) Quality Improvement Associate Certification (CQIA)

d) Certificate of Training (optional but preferred)

(1) Undergraduate-level Certificate in Quality Assurance

e) Excellent verbal and written skills.

14. Duties:

a) Monitor compliance of the following processes:

(1) Change Control - IT Governance;

(2) Applications software development (SDLCM);

(3) Software Change Management (process flows completed);

(4) Application Testing;

(5) Defect Reporting;

(6) Version Control of Production Product is same as that in the Application and documentation Repository; and

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

b) Provide the QA Federal manager quarterly, the results and recommendations from their Total Quality Management process reviews;

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c) Audit the final product Testing Report and Defects Report against the Functional Design Document and Requirements Matrix to confirm Products meets defined requirements and customer expectations;

d) Document and annually update Problem and Escalation Management processes and procedures;

e) Document and annually update Organizational Configuration Management Plan;

f) Assist FPM with OIG audits and A-123 assessments; and

g) Assist FPM 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.

15. Experience:

a) A minimum of 3 years of experience performing organizational Total Quality Management process improvement

b) A minimum of 3 years performing Quality Assurance process validation and audits

c) A minimum of 3 years of experience and fluencies using MS Office Products

G. QUALITY CONTROL APPLICATION ANALYST LEAD TESTER

16. Qualifications:

a) Must undergo and successfully attain the following security investigation:

Minimum Background Investigation (MBI)

b) Bachelor’s degree in area of specialty or Computer Science, Information Management, IT, Engineering, or equivalent and 10 years of experience with QA activities of similar scope, complexity and responsibility

c) Certification:

(1) ASTQB Certified Tester Foundation Level

d) Certificate of Training:

(1) CA Harvest;

(2) HP Quality Center;

(3) HP LoadRunner; and

(4) HP QuickTest Professional.

e) Strong technical and testing skills;

f) Advanced knowledge and hands on experience with the following software testing strategies and approaches:

(1) Blackbox Testing;

(2) Whitebox Testing;

(3) Regression Testing;

(4) Load-Testing;

(5) Automated Testing;

(6) Section 508 Compliance Testing; and

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(7) Security Code Testing

g) Capable of designing test scenarios;

h) Advanced proficiency with automated testing tools;

i) Ability to manage change during the test process, experience working with highly interactive projects;

j) Ability to estimate task duration and quickly assess impact of changes to systems; and

k) Excellent verbal and written skills

17. Duties:

a) Lead and provide daily supervision of QA team members;

b) Delegate project allocation resources and work with OFLC FPM to provide adequate resource coverage for projects;

c) Conduct monthly meeting with OFLC FPM to gain insights on improving service;

d) Meet and develop appropriate training requirements for OFLC development staff;

e) Collaborate closely with CM/QA VPM and OFLC FPM to confirm all aspects of contract terms are being met and delivered;

f) Communicate with team members and VPM on all on-going issues affecting the team;

g) Track QC defects and report findings per project on a weekly basis to the contract FPM and OFLC FPM;

h) Evaluate and test new or modified software programs used to verify function according to user requirements and conformation to OIST establishment guidelines;

i) Identify, create, and execute application functional and regression tests and test scenarios for validating requirements and user acceptance criteria;

j) Develop, write, revise, and verify quality standards and test procedures for system/ application evaluations;

k) Recommend improvements or corrections to application developers as a result of testing;

l) Coordinate testing efforts;

m) Document, track, and report test results and issues/defects in compliance with established QA procedures;

n) Maintain test plans and scripts;

o) Develop test data, execute test scripts, and analyze results for validity and clarity;

p) Assist with the development of project software QAP and confirm implementation procedures conform to OIST requirements;

q) Assist with the verification that function components of the software project follow a defined process which conforms to OIST requirements;

r) Assist in reporting findings to project staff, OIST line management, and customers as directed by the FPM;

ETA CM/QA/QC Statement of Work 18

s) Assist with providing independent assessment of how the project’s software development process is being implemented relative to defines processes and recommends methods to options OIST’s processes;

t) Assist with identifying and maintaining the original configuration of requirements, design, software, and related documentation;

u) Assist with maintaining QC installation;

v) Assist with defining acceptance criteria and test cases;

w) Assist with creating and updating QuickTest Professional scripts; and

x) Other duties as assigned.

18. Experience:

a) A minimum of 10 years of programming or scripting experience and

b) Experience working with application development teams in reviewing product definition documents (e.g., functional specifications) to build test plans and confirm the requirements and design are translated into efficient use cases for testing.

H. QUALITY CONTROL APPLICATION ANALYST TESTER

19. Qualifications:

b) Bachelor’s degree in area of specialty or Computer Science, Information

Management, IT, Engineering, or equivalent; and

c) A minimum of 7 years’ experience with QA activities of similar scope, complexity and responsibility;

d) Certification:

(1) ASTQB Tester Foundation Level

e) Certificate of Training:

(1) CA Harvest;

(2) HP Quality Center;

(3) HP LoadRunner; and

(4) HP QuickTest Professional.

f) Strong technical and testing skills;

g) Advanced knowledge and hands on experience with the following software testing strategies and approaches:

(1) Blackbox Testing;

(2) Whitebox Testing;

(3) Regression Testing;

(4) Section 508 Compliance Testing; and

(5) Security Code Testing.

h) Capable of designing test scenarios;

i) Advanced proficiency with automated testing tools;

ETA CM/QA/QC Statement of Work 19

j) Ability to manage change during the test process, experience working with highly interactive projects;

k) Ability to estimate task duration and quickly assess impact of changes to

l) Excellent verbal and written communication skills.

20. Duties:

a) Responsible for development of a project Software Quality Assurance Plan;

b) Responsible for implementing procedures the Quality Assurance Plan that are in accordance with OIST CM/QA policies, processes and standard operating procedures;

c) Responsible for verifying that each functional component of the software project follows a defined process which is in conformance with CM/QA processes standards;

d) Report findings to project staff, line management of the organization, and the customer, as appropriate;

e) 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;

f) Lead and mentor junior quality assurance analyst;

g) Identifies and maintains the original configuration of requirements documentation, design documentation and other software-related documentation;

h) Responsible for maintaining HP Quality Center as well as creating and updating QTP scripting; and

i) Other duties as assigned

21. Experience:

a) A minimum of 7 years of experience as a Quality Assurance tester.

I. QUALITY CONTROL LOAD TEST SPECIALIST

22. Qualifications:

b) Bachelor’s degree in area of specialty or Computer Science, Information

Management, IT, Engineering, or equivalent;

c) A minimum of 3 years of experience as a load test specialist with activities of similar scope, complexity and responsibility;

d) Certification:

(1) ASTQB Certified Tester Foundation Level.

e) Certificate of Training:

(1) CA Harvest;

ETA CM/QA/QC Statement of Work 20

(2) HP Quality Center;

(3) HP LoadRunner; and

(4) HP QuickTest Professional.

f) Must have tested in J2EE and Web 2.0 environments;

g) Advanced knowledge of network operations, network architecture, firewalls, internet, content switching, web applications, HTTP server/application server, J2EE, XML and WSDL;

h) Expert knowledge utilizing HP Quality Center integrated applications, application server, web server, and database server to monitor live environment during script (scenario) execution;

i) Strong technical and testing skills;

j) Ability to estimate task duration and quickly assess impact of changes to

k) Excellent verbal and written skills.

23. Duties:

a) On a daily basis, execute performance testing, measure performance of applications, set up tests and monitor to measure transaction performance time and interpret results;

b) Develop LoadRunner scripts and execute performance testing (load, stress) and analyze the resulting data;

c) Provide training and mentor other testers;

d) Create, debug, customize, and execute scripts;

e) Analyze results and create load test summary reports describing tests executed and recommendation;

f) Conduct Configuration Management duties as they relate to OFLC servers using the CA Configuration Automation (formally as known Cohesion) application to verify baselines and conformance to established baselines reporting all differences to management for verification and resolution; and

g) Other duties as assigned.

24. Experience:

a) A minimum of 3 years of experience in Performance tester role as well as performance engineering experience;

b) A minimum of 3 of hands-on experience using HP LoadRunner application;

c) A minimum of 3 years of experience using C or C++ programming to customize scripts;

d) A minimum of 3 years of experience installing, configuring LoadRunner and setting up controller;

e) A minimum of 3 years of experience setting up and configuring IP spoofing

f) Advance knowledge of load balancing; and

g) Junior level experience as a systems administer

ETA CM/QA/QC Statement of Work 21

J. QUALITY CONTROL AUTOMATED TEST SPECIALIST

b) Bachelor’s degree in area of specialty or Computer Science, Information

Management, IT, Engineering, or equivalent; and

c) A minimum of 3 years of experience as an automated test specialist with activities of similar scope, complexity, and responsibility.

a) Writing, maintaining, and executing test cases based on requirements or test cases or use cases;

b) Developing functional components on VB script using a QTP Framework;

c) Using object libraries, standardizing/customizing functions, scripting, and updating QTP scripts;

d) Maintaining QTP components;

e) Mentoring manual tester in automated test script development and execution;

f) Mapping automated tests to requirements in HP Quality Center;

g) Frequent running of smoke and regression threads and reporting results;

h) Coordinating with Load and Performance testers;

i) Coordinate control usage with other performance testers; and

j) Debugging environmental and application anomalies.

a) A minimum of 2 years of experience in an automated tester role and

b) A minimum of 2 years of experience as performance engineering.

IV. KEY PERSONNEL

Contractor staff listed in the above Labor Categories who are considered “Key Personnel” may not be removed or replaced without the written consent of the Government, in accordance with the Key Personnel Clause incorporated into this contract. Resumes of replacement Key Personnel must be provided and the Government must approve the replacement before that person starts work.

V. STAFFING QUALIFICATIONS

The contractor shall provide on-site contractor employee staff that is fully qualified in their respective labor categories to provide all service requirements specified in this Statement of Work (SOW). All contractor staff assigned to perform in accordance with this contract is subject to Government review and approval. The Contractor is required to remove any employee

ETA CM/QA/QC Statement of Work 22 whose conduct or performance is such that retention would not be in the best interests of the Government, as determined by the Government.

VI. EMPLOYEE CONDUCT

All Contractor employees (Key personnel and non-key personnel) shall present a professional appearance at all times, must comply with the rules and regulations of individual work sites where work is performed and their conduct shall not reflect discredit upon the United States and or the Department of Labor.

A. TELEWORK

One of the major benefits of telework is the ability to continue working at an alternate worksite in order to maintain the continuity of the Government operations during emergencies.

Emergencies are defined as severe weather conditions that may prevent contractor staff members from commuting to the Place of Performance, Acts of God, war, worksite listed in section 1.3.5, Place of Performance being shutdown, activation of DOL’s contingency plan, AND Pandemic Flu. Telework is permissible to the degree required by an emergency, as defined above; and on a case-by-case basis, as determined by the Contractor and approved by the COR.

However, in no event may telework interfere with the performance of work requirements and the Government, in its sole discretion, has the right to prohibit telework should it be found to be interfering with responsibilities of the task described in this contract.

The Government will not consider any personal costs incurred during the telework (i.e., Internet Service Provider fees, telephone line, utilities, meals, lodging, etc.) as Other Direct Costs.

B. BILLABLE TIME FOR TIME AND MATERIAL

The contractor shall establish an accurate time and attendance system (whether a sequential legible sign-in/sign-out log or an automated system) which all contractor personnel will use to clock in/out upon arrival/departure to/from the designated Place of Performance. For time to become billable to the Government, a time entry must be accurately recorded. When the contractor teleworks, a time entry shall be recorded via email sign in/out.

VII. TRANSITION

A. TRANSITION PLAN REQUIREMENTS

ETA CM/QA/QC Statement of Work 23

Continuation of the DOL operations is a critical concern during the transition of activities from an incumbent Contractor or Contractor staff to the succeeding Contractor. Services are to be obtained in the most cost-effective manner and free of any potential conflicts of interest. The Contractor recognizes that the services prescribed under any resulting contract are vital to the Government and must be continued without interruption and that, upon contract expiration, a successor, either the Government or another Contractor, may continue to provide these services. To minimize any decreases in productivity and to prevent possible negative impacts on additional services, the Contractor shall have personnel on board, during the 30-day transition in/ transition out periods. During the transition in period, the Contractor shall become familiar with performance requirements in order to commence full performance of services on the contract start date.

A Transition-Out Plan will be required 45-days prior to the end of the Period of Performance.

TRANSITION-IN REQUIREMENTS

To minimize any decreases in productivity and to prevent possible negative impacts on additional services, the Contractor shall have the Key Personnel on board immediately beginning on the effective date of the Period of Performance. In an effort to facilitate a smooth operational information exchange, the Contractor shall:

Develop and implement a Transition-In Plan to include the following:

o Propose a realistic and achievable phase-in transition schedule and staffing plan to ensure no interruptions in services to the Government o Ensure sufficient resources are on hand and available to begin work on the effort o Offer an approach to ensure the availability of trained and qualified personnel o Document and develop a baseline noting current Customer Satisfaction levels.

TRANSITION-OUT REQUIREMENTS

The incumbent Contractor is expected to recognize the importance of both “institutional knowledge” and continuity of operations during a contract transition-out. To meet this expectation:

The incumbent vendor shall afford DOL’s Office of Chief Information Officer and or ETA’s Office of Information and Technology the right to request the incumbent Contractor’s Technical and Program staff is made available to the succeeding Vendor for “knowledge transfer” for up to thirty (30) days prior to award.

The Contractor is also required to provide the following artifacts:

ETA CM/QA/QC Statement of Work 24

Guidelines, Policies and Standard Operating Procedures

Systems and Applications documentation

CM/QA documentation

Trend and historical data

Transfer of Knowledge databases

Keys and access cards

Software and hardware inventories

Access codes and passwords to all systems and applications used or created for the CM/QA/QC staff.

A listing and status of all ongoing activities with all related documentation, statuses, risks, and timelines.

Ensure the orderly surrender of government furnished equipment (building ID cards, laptops, mobile devices, etc.) to the COR.

VIII. CONTRACT TASKS

A. ETA OMAS/OIST CONTRACT TASKS

The sixteen tasks, their components, and their success factors identified provide a detailed operational overview of what is required by the OIST CM/QA Team.

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 confirm 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; and

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; and

Documented Configuration Management Plans result in no audit finding for major…