RFR__160_MD78SeniorServiceNowArchitectRFR060226.docx

Request for Resume (RFR)

IT CONSULTING AND TECHNICAL SERVICES IDIQ

All Master Contract Provisions Apply MD78SeniorServiceNowArchitectRFR060226

Section 1 – General Information

RFR Number

MD78SeniorServiceNowArchitectRFR060226

Labor Category/s

Enter the labor category/s to be provided:

Architect, Systems (Senior)

Duration of Assignment

The period of performance for the base period of the Task Order Agreement will be assigned in the Task Order award (anticipated from July 1, 2026, through June 30, 2027). MHBE will have the unilateral option to renew the term of the Task Order Agreement for an additional one-year term from July 1, 2027, through and including June 30, 2028 (option periods delineated in RFRs may vary).

Issue Date:

mm/dd/yyyy

mm/dd/yyyy 06/16/2026

Time (EST):

00:00 am/pm 10:00 a.m.

The candidate may be required to work on-site or remotely on specific days as determined by MHBE.

Special Instructions:

(e.g. interview information, attachments, etc.)

1. MHBE reserves the right to make awards for hiring up to one (1) resource.

2. Each Master Contractor may submit resumes for a maximum of one (1) candidate for consideration.

3. Attachment 1 must be signed and dated by the Master Contractor and each proposed candidate. Attachment 2 must be signed and dated by the Master Contractor.

4. The Procurement Officer shall, for each round of interviews, determine whether phone/internet or in-person interviews will be utilized.

5. MHBE reserves the right to require the Master Contractor selected for award under this RFR to submit a signed commitment letter from the proposed candidate prior to execution of the Task Order Agreement by MHBE. Where a resource the Master Contractor has proposed is no longer available, MHBE reserves the right to cancel a Notice of Award. See RFP §2.6.4 Substitution of Personnel.

Security Requirements (if applicable):

Refer to IT Consulting and Technical Support Services IDIQ #BPM031490, RFP Section 3.2.3 Security Clearance/Criminal Background Checks, and RFP Attachment G – Non-Exchange Entity Agreement referencing privacy and security requirements related to Personally Identifiable Information. [footnoteRef:1] [1: MHBE reserves the right to modify these instructions to require Master Contractors to complete a Business Associate Agreement where applicable. MHBE also reserves the right to require additional security requirements where it is contemplated that the awarded resource will have access to Federal Tax Information (FTI). ]

It is imperative that the prices included on the Price Proposal Form have been entered correctly and calculated accurately by the Master Contractor and that the respective total prices agree with the entries on the Price Proposal Form. Any incorrect entries or inaccurate calculations by the Master Contractor will be treated as provided in COMAR 21.05.03.03E and 21.05.02.12, and may cause the proposal to be rejected.

Special Invoicing Instructions:

In addition to the invoicing requirements in Section 3.4, Invoicing of IT Consulting and Technical Support Service IDIQ RFP #BPM031490, MHBE supervisor-approved timesheets for each contracted resource must be submitted with each invoice.

Section 2 – MHBE Procurement Officer (PO) Information

Section 3 – Scope of Work

MHBE / Project Background

The Maryland Health Benefit Exchange (MHBE), an independent unit of state government, provides accessible, affordable health coverage to Marylanders. MHBE administers Maryland Health Connection (MHC), the state’s health insurance marketplace. Through MHC, Maryland residents explore health insurance plans, compare rates, and determine their eligibility for advanced premium tax credits (APTC), cost-sharing reductions (CSR), and public assistance programs such as Medicaid and the Maryland Children’s Health Insurance Program (MCHP).

MHBE seeks up to one (1) Senior Systems Architect (Senior ServiceNow Architect) to provide services related to the planning, architecting, setup, and maintenance of core IT infrastructure and network capabilities, including but not limited to hardware and equipment, operating systems, software, database, middleware, cloud, mobile, and technologies.

Job Description

Labor Category/s (From Section 1 Above) Duties / Responsibilities

Design, develop, and implement business rules, workflows, UI policies, and client/server-side scripting to automate processes and improve efficiency. Establish and manage roles, groups, and access controls aligned with organizational security and compliance requirements.

Provide ongoing support for workflow-related issues, incidents, and user stories, ensuring timely resolution and continuous improvement(Both Jira and ServiceNow).

Enhance existing Incident Management workflows, including the definition and implementation of SLAs, escalations, and approval processes. Design and implement Problem Management processes in alignment with agency requirements and ITIL best practices.

Architect and implement the Change Management module, ensuring governance, risk mitigation, and compliance with ITIL standards(Both Jira and ServiceNow).

Design, develop, and maintain the Service Catalog, including service requests and offerings as defined by the organization. Streamline requests fulfillment through automation and orchestration.

Integrate ServiceNow with internal and external applications using APIs, web services, and middleware technologies. Implement automation through workflows, scripting, and orchestration tools.

Develop and maintain reports and dashboards to provide actionable insights into IT service performance. Customize and enhance reporting capabilities within the ServiceNow platform.

Plan, test, and execute platform upgrades, patches, and updates to ensure system security, stability, and performance.

Design and implement the Knowledge Management module to improve information sharing and self-service capabilities.

Identify and resolve performance and scalability issues, ensuring optimal platform operation.

Provide training and guidance to end-users, stakeholders, and administrators. Maintain comprehensive documentation of configurations, processes, and best practices.

Design, implement, and maintain the Configuration Management Database (CMDB), including data modeling, CI relationships, data governance, and integration with discovery tools to ensure data accuracy and reliability.

Support Jira development and administration activities, including workflow configuration, custom fields, issue types, dashboards, and integrations with ServiceNow to enable seamless collaboration and tracking across platforms.

Create and configure Jira projects, including defining workflows, issue types, custom fields, permissions, and notification schemes.

Design and standardize Jira project templates to support multiple teams and ensure consistency across development and service workflows.

Note: The candidate must be flexible to work overtime as needed, including weekends, holidays, and off-hours.

2.6 Personnel Qualifications - Minimum Qualifications

For minimum qualifications, see the labor category description in MHBE IT IDIQ RFP for the subject RFR labor category. In addition, qualified candidates MUST meet the minimum qualifications specified below. Please refer to RFP Section 2.6.1 minimum qualifications for substitution requirements.

Candidates not meeting minimum qualifications will be deemed not reasonably susceptible for the award and will not progress to full evaluation.

Labor Category/s (From Section 1 Above) Minimum Qualifications

A minimum of five (5) years of proven experience as a ServiceNow architect, administrator, or similar role.

A minimum of five (5) years of experience designing and creating incident, problem, and change management modules in ServiceNow, developing and maintaining the Service Catalog.

A minimum of five (5) years of experience creating, configuring, and administering Jira projects, including workflows, issue types, custom fields, dashboards, permissions, and integrations with ServiceNow to support cross-platform collaboration.

A minimum of two (2) years of demonstrated success in configuring and customizing the ServiceNow platform, including knowledge of tables, fields, forms, and workflows.

A minimum of two (2) years of experience managing user accounts, roles, and groups, enforcing access controls and permissions.

Familiarity with integrating ServiceNow with other systems and applications.

Ability to create and customize reports and dashboards within ServiceNow.

Strong understanding of IT Service Management (ITSM) processes and implementing (CMDB).

Preferred Qualifications The additional Experience/Knowledge/Skills listed below are preferred by MHBE.

A minimum of five (5) years of experience with ServiceNow development, including creating custom applications and modules.

A minimum of five (5) years of experience in performance tuning and optimizing the ServiceNow platform for scalability and responsiveness.

A minimum of five (5) years of experience creating, configuring, and administering Jira projects, including workflows, issue types, custom fields, dashboards, permissions, and integrations with ServiceNow to support cross-platform collaboration.

Experience with planning and executing ServiceNow platform upgrades and migrations.

Proficiency in advanced scripting languages within the ServiceNow platform, such as GlideScript (JavaScript) or AngularJS.

ServiceNow Certified Implementation Specialist certifications in specific modules, such as IT Service Management (ITSM), Service Catalog, or other relevant areas.

ServiceNow Certified System Administrator (CSA) certification.

ITIL (Information Technology Infrastructure Library) certification.

Substitution of Proposed Personnel

SUBSTITUTION OF PERSONNEL BEFORE AWARD

The substitution of Proposed Personnel during the evaluation period, prior to award, is prohibited. A substitution of any kind, post TO Proposal due date, but prior to award, is considered to be the equivalent of an alternate proposal and is prohibited.

SUBSTITUTION OF PERSONNEL AFTER AWARD

Contractor Personnel may be substituted after award in accordance with the following procedures in RFP Section 2.5.6 Substitution of Personnel: A) The Contractor may not substitute Contractor Personnel without the prior approval of the Contract Monitor, B) To replace any Contractor Personnel, the Contractor shall submit resumes of the proposed individual specifying the intended approved labor category. Any proposed substitute personnel shall have relevant qualifications equal to or better than those of the replaced personnel. C) The Contract Monitor shall have the option to interview the proposed substitute individual and shall notify the Contractor of acceptance or denial of the requested substitution.

Section 4 - Required Submissions

1. Master Contractors may propose a maximum of one (1) candidate for the position requested.

2. Please note that an individual candidate may only be submitted by one Master Contractor. If more than one Master Contractor submits an individual candidate, MHBE may deem the submission non-responsive and no longer eligible to be considered for award.

3. Master Contractors proposing in response to the RFR must submit the documents below as separate files contained in two separate emails as follows:

Email 1 of 2 with “Technical and PIA”: Master Contractor Name, RFR number, and candidate name(s) in the subject line

1. Resume for each proposed candidate (Attachment 1).

2. Three (3) current references that can be contacted for performance verification of the submitted candidate’s work experience and skill, including telephone number and email address (Attachment 1).

3. Proof of Certifications, if applicable.

4. A PIA-ready copy of its RFR response, including Attachments 1 and 2 for Public Information Act (PIA) requests (this copy shall be redacted so that confidential and/or proprietary information has been removed (see RFP Section 4.12 “Public Information Act Notice”).

Email 2 of 2 with “Financial”: Master Contractor Name, RFR number, and candidate name(s) in the subject line

1. Price Proposal for each proposed candidate (Attachment 2).

Section 5 – Evaluation Criteria Proposed candidates meeting the Minimum Qualifications listed in Section 3 above will be evaluated for the overall best value, with technical factors carrying more weight than financial factors, as follows:

1. Work experience

2. Training and education

3. Presentation and responses to questions at the interview

4. Price

Basis for Award Recommendation MHBE PO will recommend award(s) to the Master Contractor(s) whose proposal(s) are determined to be the most advantageous to the State, considering the price and the evaluation factors set forth in the RFR. MHBE PO will initiate and deliver a Task Order Agreement to the selected Master Contractor. Master Contractors should be aware that if selected, State law regarding conflict of interest may prevent future participation in procurements related to the RFR Scope of Work, depending upon specific circumstances.

ATTACHMENT 1

RFR RESUME FORM – Architect, Systems (Senior) MD78SeniorServiceNowArchitectRFR060226 Instructions: Enter resume information in the fields below; do not submit other resume formats. Submit only one resume per the Labor Category described in Section 1 of the RFR.

Labor Category: Architect, Systems (Senior)

Candidate Legal Name:

Master Contractor:

Are any relatives or family members working at MHBE (Yes/No)?

If yes, who and what is the relationship?

A. Education / Training

<add lines as needed>

B. Relevant Work Experience Describe work experience relevant to the Duties / Responsibilities and Minimum Experience / Knowledge / Skill described in Section 3 of the RFR. Start with the most recent experience first; do not include non-relevant experience.

[Organization] [Title / Role] [Period of Employment / Work] [Location] [Contact Person (Optional if current employer)]

Description of Work…

[Organization] [Title / Role] [Period of Employment / Work] [Location] [Contact Person]

Description of Work…

<add lines as needed>

C. Employment History List employment history, starting with the most recent employment first

<add lines as needed>

D. References List persons the State may contact as employment references

<add lines as needed>

Labor Category Personnel Resume Summary (Attachment 1 Continued) *“Candidate Relevant Education” and “Candidate Relevant Experience” sections must be filled out. Do not enter “see resume” as a response.

Proposed Individual’s Name/Company:

How does the proposed individual meet each requirement?

LABOR CATEGORY TITLE – Architect, Systems (Senior)

Education Bachelor’s degree from an accredited college or university in Engineering, Computer Science, Information Systems, Business, or other related disciplines, or equivalent.

A minimum of five (5) years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications at an expert level

A minimum of five (5) years of proven experience as a ServiceNow architect, administrator, or similar role

A minimum of five (5) years of experience designing and creating incident, problem, and change management modules in ServiceNow, developing and maintaining the Service Catalog

A minimum of five (5) years of experience creating, configuring, and administering Jira projects, including workflows, issue types, custom fields, dashboards, permissions, and integrations with ServiceNow to support cross-platform collaboration.

A minimum of two (2) years of demonstrated success in configuring and customizing the ServiceNow platform, including knowledge of tables, fields, forms, and workflows

A minimum of two (2) years of experience managing user accounts, roles, and groups, enforcing access controls and permissions

Familiarity with integrating ServiceNow with other systems and applications

Ability to create and customize reports and dashboards within ServiceNow

Strong understanding of IT Service Management (ITSM) processes and implementation (CMDB)

A minimum of eight (8) years of experience architecting the ServiceNow platform

A minimum of five (5) years of experience with ServiceNow development, including creating custom applications and modules

A minimum of five (5) years of experience in performance tuning and optimizing the ServiceNow platform for scalability and responsiveness

A minimum of five (5) years of experience creating, configuring, and administering Jira projects, including workflows, issue types, custom fields, dashboards, permissions, and integrations with ServiceNow to support cross-platform collaboration.

Experience with planning and executing ServiceNow platform upgrades and migrations

Proficiency in advanced scripting languages within the ServiceNow platform, such as GlideScript (JavaScript) or AngularJS

ServiceNow Certified Implementation Specialist certifications in specific modules, such as IT Service Management (ITSM), Service Catalog, or other relevant areas

ServiceNow Certified System Administrator (CSA) certification

ITIL (Information Technology Infrastructure Library) certification.

The information provided on this form for this labor category is true and correct to the best of my knowledge:

Master Contractor Representative:

Print Name Signature Date

Proposed Candidate:

Print Name Signature Date

Instruction: Sign each form.

ATTACHMENT 2

PRICE PROPOSAL – ARCHITECT, SYSTEMS (SENIOR)

MD78SeniorServiceNowArchitectRFR060226 (This form is to be filled out by Master Contractors - Submit with the Financial Response)

Fully Loaded Hourly Labor Rate Evaluation Hours Extended Price (A x C)

Option Year 1 (July 1, 2026-June 30, 2027)

Option Year 2 (July 1, 2027-June 30, 2028)

Total Evaluated Price

Authorized Individual Name

Company Name

Title

Company Tax ID #

Signature

Date

The Hourly Labor Rate cannot exceed the Master Contract rate but may be lower. Price Proposals that include proposed hourly rates higher than those proposed in the Master Contract Rate shall be deemed nonresponsive and will not be considered for award. Proposed rates must be fully loaded, all-inclusive, and shall include all direct and indirect costs for the Master Contractor to perform under the TOA. Evaluation Hours are for evaluation purposes only and do not represent actual hours to be worked or invoiced.