Job summary:

Job description:

*** Webcam interview long term project initial PO for 1 year with multiyear extensions *** *** Mostly Remote - must pick up laptop in person and visit onsite as needed***

Job Description:

The objective of this Performance Work Statement (PWS) is to provide CITs OITSM with technical and management related professional support services for all the tasks detailed in this document to ensure the success of its ServiceNow platforms serving the NIH Enterprise. It is envisioned that tasks within this PWS support the development, operations, maintenance, and training as identified. The enterprise systems include full life cycle application development, maintenance and support, database management, project/program management support, requirements analysis, consulting, systems administration support, user support, documentation support, communications/outreach and change management, various other system related IT support functions, and production support.

The NIH ServiceNow Community of Practices purpose is to create a community of NIH staff that share a similar interest in the capabilities offered by the ServiceNow Platform and learn from each other to improve the way the NIH Institutes and Centers (ICs) collectively deliver services through the platform technology.

The NIH ServiceNow Community of Practice provides members a forum to:

• To solve everyday problems
• Develop and share best practices, guidelines, and procedures
• Create and share ideas
• Provide transparency and visibility of the ServiceNow programs across NIH

Scope:

The Scope of work includes all aspects of the studies, planning, project management, implementation, maintenance, improvements, training, and governance of the ServiceNow enterprise application – to include all current and future modules studied, planned, implemented, and / or improved at NIH.

The scope of work does not include the purchase of license.

The objective of each task requirement is to provide the OITSM with the necessary professional IT services to support development, operations, maintenance, and training as identified. The enterprise systems include full life cycle – application development, maintenance and support, database management, project/program management support, requirements analysis, consulting, systems administration support, user support, documentation support, communications/outreach and change management, various other system related IT support functions, and production support.

A summary of the scope of work and assumptions contained in this PWS includes (but not limited to):

The Contractor shall provide professional IT services to support and maintain OITSMs ServiceNow and its related system/application components to ensure that the system sustains conformance with prescribed standards has adequate documentation and undergoes technical enhancements in accordance with the needs and requirements of the NIH.

• Support services provided under this PWS shall include, but are not limited to technical support for:
  • ServiceNow ITSM Platform, CSDM, CMDB, ITOM, SPM, Software Asset Management Pro, SecOps.
  • ServiceNow API integration design, development, testing, implementation, and support
  • Develop custom applications and workflows within the ServiceNow environment.
  • Maintaining on call service for afterhours support of ServiceNow, APIs and integrating applications, including evenings, weekends, and holidays.
• Continuously improve the health of the platform by addressing current technical debts, align with platform best practices and governance to manage and maintain the health of the platform so that it is scalable, reliable, and ready for future enhancements and growth.
• Development, implementation, maintenance, and evergreening of processes, procedures, and technical controls and enhancements required to maintain an authority to operate (ATO) for a general support system (GSS) with a Federal Information Processing Standard (FIPS) 199 security categorization of High.
• The work requirements shall also include activities related to project management, quality assurance, configuration management, technical research and analysis, system documentation, database administration, end user training, and operation and maintenance support. All work products must be managed and maintained within the CIT/OITSM approved and prescribed tools.
• Supporting ServiceNow initiatives that have been approved by NIHs ServiceNow Governance Advisory Group. The NIH ServiceNow Governance Advisory Group governs the ServiceNow program to ensure decision making is focused on achieving program goals in a consistent manner, addressing risks and impacts to the NIH community, and supporting NIH business needs.
• The contractor shall support the Change Control Board (CCB), which advises the NIH Business Owners to ensure the enterprise business needs effectively drive the changes to ServiceNow. This is accomplished by applying a structured process to evaluate and prioritize changes to the platform. The contractor shall represent the ServiceNow team at the Technical Review Board (TRB), Change Advisory Board (CAB), CIT Waivers meetings and all other technical and functional bodies that relate to the platform.
• The contractor shall support the functions of the OITSM Architecture Office (AO).
• The contractor shall support the functions of the OITSM Service Management Group as well as Service Desk support for the ITSM platform.
• The contractor shall support a structured intake and demand management process to manage customer requests/demands/initiatives and manage them in a timely and orderly fashion.
• The contractor shall support the OITSM Fee For Service (FFS) ServiceNow solution/service delivery and provide comprehensive IT support that requires a matrixed staff of expert IT professionals.
• The Contractor shall be aware that the Government and other Contractors are engaged in work requiring close cooperation. Contractors are expected to form a cohesive team with all OITSM support staff, including Government and other Contractors, by fostering transparency and information sharing for successful task execution.
• It is the Governments intention to continually pursue improvements to processes and practices, which will result in meeting mission requirements at the lowest possible cost. The Contractor shall partner with the government to support this goal by actively studying existing processes and making recommendations for improvements.

General Rules of Behavior: 

The following Community of Practice expectations provide members with guidelines for acceptable behavior when participating in the community. By providing these guidelines, we seek to establish a safe learning environment and inclusive community with the goal of maximizing the learning potential for everyone involved.

• Expectations for participating in the NIH ServiceNow Community of Practice. 
• Use clear/plain language and commonly used words to describe complex terminology.
• Avoid using acronyms or obscure expressions without a definition or an explanation (every member may serve different roles, e.g., functional vs. technical).
• Share challenges and lessons learned as well as success stories of solutions that worked or didnt work.
• Create an environment of trust and participate in insightful, non threatening discussions of ideas and experiences.
• Bring topics, discussions, and work that are pertinent to the Community of Practice scope.
• Agreement to be respectful and to use appropriate language in group discussions and to listen and respond to each other with open and constructive minds.
• Do not be afraid to respectfully challenge one another by asking questions but will refrain from personal attacks  focus on ideas.
• Fully participate and invite others – the Community of Practice growth depends on the inclusion of every individual voice.
• Search for opportunities for consensus or compromise and for creative solutions
• Contribute to create an environment of problem solving.
• Discussions should be from members own experiences instead of generalizing (I instead of they, we, and you).

Technical Capabilities and Management Approach:

The Technical Capabilities and Management Approach shall document:

• The SHs understanding of the objectives and requirements of the PWS.
• The SHs proposed methods and specific techniques for completing each discrete task of the PWS, to satisfy the objectives and requirements in the work statement.
• How the SH shall assess their own, and their subcontractor(s) performance, and ensure the quality of the work completed, satisfying the objective and requirements of the PWS.
• How the SH shall identify risks (e.g., risks related to cost, schedule, quality, and performance), and how the SH shall reduce the likelihood and/or impact of the risk occurring.
• The SHs description of internal and external communication methods and processes for informing the Government and other stakeholders (e.g., management and status reports, meetings).
• The SHs proposed project schedule: and any management approach and technical capability assumptions made, for the effective management of the TO. For example: the Government will provide all required Government Furnished Information (GFI) and Government Furnished Equipment (GFE) on time, and Contactor staff will have access to all necessary equipment and facilities).
• The SH shall describe a transition plan that addresses at a minimum: the transition in and onboarding process for new hires and subcontractors, performance management, knowledge transfer/capture processes, and a transition out process (termination/transition, contract end) designed to maintain system performance during transition periods.

Contact the recruiter working on this position:

The recruiter working on this position is Singaram Saikiran(Shaji Team)
His/her contact number is
His/her contact email is saikiran@msysinc.com

Our recruiters will be more than happy to help you to get this contract.