ServiceNow Case Management (Project Role: Sr. Technical Specialist)

TITLE OF POSITION

ServiceNow Case Management (Project Role: Sr. Technical Specialist)

PERIOD OF PERFORMANCE

1 Year

REFERENCES

Three

INTERVIEW

Inperson

PLACE OF PERFORMANCE

Onsite (Hybrid)

SCOPE OF WORK

Client is engaging in services with Company Name to provide services implementing the Minimum Viable Product (MVP) Release of the Complaint Case Management System (CCMS).

The scope of this project encompasses the following deliverable base tasks:

*Mandatory Experience

Please see attachment A- Evaluation Criteria- Separately attached (Candidate needs to fill out the form)

Role and Responsibilities

Deliverable Area 1: Plan for Successful Project

1.1 Project Kickoff Presentation: Kickoff with key project stakeholders to inform involved parties in the scope and objectives of the project, as well as roles, responsibilities, planned meetings and milestones.

1.2 Approved Roadmap / Milestone Plan: Vendor will provide a planned sequence of functionality in the Complaint Case Management System MVP Release 1.0 (and represented in the backlog) as well as confirmed dates for user acceptance testing, training, and go-live.

1.3 Project plan: Documentation to detail the project steps, including requirement gathering, training, data migration, and deployment.

Deliverable Area 2: Design, Test, and Configure Solution

2.1 Product Backlog: Approved list of project requirements in client provided repository, e.g., JIRA, Asana, or MS SharePoint. Details of requirements and priorities in the backlog will be adapted throughout the project as part of Agile delivery best practices, but with full transparency and mutual concurrence between Vendor and client.

2.2 Release Notes Prior to UAT: After system configuration and internal testing, the MVP Release 1.0 capabilities will be deployed to a test environment and ready for User Acceptance Testing (UAT).

Deliverable Area 3: Deploy Solution and Facilitate Go Live with Users

3.1 User Training Materials Final training materials developed for Complaint Case Management System users and technical stakeholders will be available in ServiceNow application and uploaded to client document repository (e.g. MS SharePoint) if required.

3.2 Data Migration Final Report: We will provide a detailed report to stakeholders which documents the successful completion of data migration.

3.3 Pre-Launch Readiness Report: Report detailing the final UAT results, the status of training sessions completed to date, and overall readiness for production deployment, including any identified risks, issues, and their mitigations.

3.4 Release 1.0 Conclusion Report: Report summarizing the results of the MVP Release 1.0 development, testing results (functional, integration, and performance), and planned activities for User Acceptance testing following deployment.

Deliverable Area 4: Correct System Defects & Knowledge Transfer

4.1 and 4.2 Monthly Status Reports: Report on maintenance activities and conduct thorough testing to detect system defects by logging categorizing, and prioritizing defects based on severity. We will implement necessary fixes and perform regression testing to confirm resolutions.

4.3 Knowledge Transfer Report: Report and links to relevant system documentation provided to IT team after knowledge transfer session and Q&A. On an ongoing basis through the end of the contract all work products and deliverables (project status reports, business process, triage incident reports with resolution, meeting minutes, test cases, test outcomes) details have to be discussed with the contract manager to ensure that all of the information is documented and placed in a file share. The contract manager will schedule knowledge transfer sessions at regular intervals to ensure that all of the work production details have been documented and the knowledge has been transferred to the state personnel.

Deliverable Area 5: FedRAMP Migration Support

5.1 FedRAMP Migration Plan: Documentation to detail the steps required to migrate the existing environment, including: Identifying inbound and outbound connections to ServiceNow, Current Customizations to ServiceNow, priority order of moving applications, key stakeholders, and validation plan for post migration.

5.2 FedRAMP Migration Completion Report: We will provide a detailed report to stakeholders which documents the successful completion of FedRAMP migration based on the plan from Deliverable 5.1.

Qualifications

Remarks

1. ServiceNow Public Sector Digital Services (PSDS) Implementation Experience (enterprise scale deployments of PSDS and total number of certified PSDS practitioners)

2. Experience implementing secure and scalable PHI sensitive applications.

3. Experience implementing customer support case management solutions on ServiceNow Platform using PSDS 10

4. Experience leading migration of existing ServiceNow instance from ServiceNow Commercial Cloud to the FedRAMP Government Community Cloud (GCC)

5. Experience integrating ServiceNow with other enterprise systems

(e.g., HRMS, SoftPhone, Customer Portals, etc.)

6. Experience leading migration of legacy system data onto ServiceNow

Platform

Desired Qualifications

1. Experience working and integrating with Archer GRC Tools

2. Experience implementing GenAI capabilities on ServiceNow Platform to drive customer support efficiencies