Location: Sacramento (3 days work from office)
Job Description
The team has executed a Change Order to onboard independent Tier 3 support staff to triage issues reported by the county, validate whether they are issues/bugs, and, if they are bugs, log them so the Deloitte/PaaS SI Team can fix them. For clarity – these developers will not be fixing Deloitte/PaaS SI code – we are only triaging the issue, reviewing the code, and determining if it''s an application issue or not to have the Deloitte/PaaS SI Team fix their application issue
Roles & Responsibilities
9.1 End-User Onboarding Support
The Contractor shall support end-user onboarding activities, including:
- Onboarding Salesforce Tier 3 full-time consultants and onboarding part-time advisory consultants as needed;
- Supporting new user orientations; and
- Supporting access validation sessions.
9.2 Tier 3 Support Services
The Contractor shall provide Tier 3 support to assist users and help resolve Tier 2 escalations, including:
- Managing Tier 3 incidents through resolution by triaging, researching, and analyzing Tier 3 tickets, and creating defect/bug tickets for the PaaS SI vendor to resolve;
- Coordinating with the Tier 2 vendor on ticket resolution; and
- Attending regular support activities such as virtual Office Hours and Production Simulation Workshops (as needed) for Tier 2 escalations.
9.3 Communication Support
The Contractor shall provide communication support to the project, including:
- Supporting the State Communications Team by planning and drafting communications to Tier 2 vendors and project stakeholders using details provided by the PaaS SI vendor;
- Drafting communications for Tier 3 escalations, including release notes, workarounds, and ad hoc notifications, using details provided by the PaaS SI vendor;
- Working with the Tier 2 vendor to maintain calendars related to releases, planned downtime, and other production activities using details provided by the PaaS SI vendor; and
- Coordinating with Tier 2 teams to document and communicate the timing and user impacts of disaster recovery, data conversions, and system rollback activities using details provided by the PaaS SI vendor.
9.4 Performance Analysis and Reporting
The Contractor shall provide performance analysis and reporting on production simulation activities, including:
- Analyzing incident data to identify trends and common issues;
- Providing recommendations to the State based on incident analysis; and
- Implementing recommendations as directed by the State.
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