IT Service Management Systems Support SA
A.7 Programmer/Analyst (IBM Control Desk / HP Service Management) – Statement of Work
Shared Services Canada (SSC) has a requirement for a Support Arrangement to provide expert resources in the implementation, development, migration and support activities of several ITSM Systems. These resources will work with the existing employees of the ITSM System Engineering Team in the Business Informatics Solutions Directorate at Shared Services Canada. Several categories of resources will be required as listed below on an as needed basis. Each resource will be called up under a separate Task Authorization. All resources will report to the SSC Manager of Service Management Systems Engineering.
A.7 Programmer/Analyst – Level 3 – IBM Control Desk
A.7 Programmer/Analyst – Level 2 – IBM Control Desk
A.7 Programmer/Analyst – Level 1 – IBM Control Desk
A.7 Programmer/Analyst – Level 3 – HP Service Manager
A.7 Programmer/Analyst – Level 2 – HP Service Manager
A.7 Programmer/Analyst – Level 1 – HP Service Manager
Shared Services Canada (SSC) currently owns and operates several ITSM Systems that it inherited from the founding SSC partners. These Systems are set to be replaced with a single ITSM System for SSC and its partners within the next 3 – 5 years. The intention of this SA is to ensure that SSC can engage PS resources with the appropriate skill sets to complement the existing Public Servant Team until such time as SSC Transforms to a single system and sunsets the current technologies. SSC has a commitment to partners and clients to meet and maintain day-to-day operations and Service Level Agreements. There is currently a shortage of in-house resources with the required skill sets in SSC.
This TBIPS-SA is for the provision of Professional Resources required to provide assistance and guidance related to the design, development, implementation and on-going operational tasks relating to the service management tools and systems for a period of 3 – 5 years. These positions may require occasional overtime based on project/operational requirements.
If the skill set permits, the resource may work on various projects at the same time.
The following software and service management tools are in-scope (not limited to):
- IBM Control Desk
- IBM Tivoli TADDM
- IBM Tivoli ITIC
- IBM Tivoli Migration Manager
- IBM Tivoli Infoman/Infoweb
- HP Service Manager
- HP Asset Manager
- Peregrine Get Answers
- MS Access
The following programming languages are in scope (but not limited to):
The tasks of the Programmer/Analyst – Service Management include (but not limited to):
- Coding technical specifications and testing of service management systems
- Preparing estimates and schedules for required changes and new releases;
- Designing architecture and detailed design documentation for service management systems;
- Planning, preparation, submission and analysis of Incident Reports (IRs), Requests for Changes (RFCs) and Solution Requests (SRs);
- Planning and analysis of vendor notification of product maintenance and upgrades;
- Planning and analysis associated with projects assigned by a Service Request;
- Exporting/importing of data between systems;
- Defining and executing engineering level test plans for systems;
- Operational support related to the in-scope software functions;
- Installing in-scope software for supporting Service Management tools;
- Recommending and executing upgrades for in-scope software;
- Documenting and updating systems procedure and process modifications required for new implementations and updates;
- Attending design meetings to provide technical advice and direction for the proposed implementation and required modifications to service management systems;
- Assuring system backups, integrity and reliability;
- Making technical and procedural recommendations regarding service management systems
The Contractor must create and maintain the following deliverables as required:
Location of the Work
- Regular status reports
- Technical build documentation
- Requirements traceability matrix
- Detailed programs, flow charts and diagrams
- Analysis documentation
- Test Plans
- Any documentation necessary to support design, operations, security and testing functions of Service Management Systems.
All work must be carried out within Canada, and can be done via VPN remote connection from the resources own location. Resource will be required to travel at their own expense to pick-up, update and return SSC work equipment from an SSC Service location.
Core business hours are 07:00-18:00 EST, except for statutory holidays. Resources must work 7.5 hours per day within this core hour window.
Candidate must possess a valid Government of Canada “Enhanced” security clearance.
Work may be requested in either official language. Work will mainly be completed in the English language, spoken and written.
Candidate must be willing to work on-call and overtime, if required.
Contractor personnel will not be required to travel for work except must travel to any SSC service location within Canada in order to pick-up or occasionally have updated SSC work equipment.