Technical Support
Technical Support
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Job Description
The City of Atlanta is seeking a staff augmentation engagement to support the Service Delivery division
of the Department of Atlanta Information Management (AIM). This engagement will augment existing
AIM staff by supporting the functions of the service desk end user support and asset management.
Scope of work
Proactive management and prioritization of service requests and incidents leveraging
ServiceNow ticketing system.
Provide a tiered resolution model for satisfying service requests.
Work with subject matter experts for tier 3 requests requiring specific domain knowledge.
Provide service desk support for endusers via phone email chat and ServiceNow. Note:
operational enhancements will be implemented to reduce/end the need for call center support
and introducing a technologyfirst model including an interactive voice response (IVR) system.
Provide technical support to:
o Diagnose and resolve complex hardware and software issues.
o Provide enduser support for desktops laptops printers and other peripherals.
o Install configure and upgrade operating systems and software.
o Setup users accounts and permissions after imaging process.
Work with AIM leadership to improve the efficiency and reliability of IT services through
problem management.
Leverage ServiceNow to ensure knowledge base and asset management modules are utilized
appropriately.
Deliverables
Identify and onboard 3 individuals as proof of concept supporting staff augmentation model for
a sixmonth period.
Provide weekly reporting documenting the number of tickets received resolved by tier time to
resolution problems identified and any other mutually agreed upon data points.
Work with the appropriate teams identified by AIM to provide an analysis of ServiceNows usage
of knowledge and asset management followed by a roadmap to ensure maximum utilization.
Once agreed support the efforts to deliver strategy identified within the roadmap.
Work with the appropriate teams identified by AIM to provide a roadmap to identify problem
management leveraging ServiceNow. Once agreed support the efforts to deliver strategy
identified within the roadmap.
Responsibilities
The City of Atlanta will provide necessary access to all equipment resources and information
needed to complete this effort.
Both the City of Atlanta and the selected vendor will assign resource managers to oversee the
initiative.
The City of Atlanta will work with the selected vendor to ensure all City personnel are engaged and
responsive.
Acceptance Criteria
The SOW will be considered successful if it meets the following acceptance criteria:
All deliverables outlined above are received and accepted by the City of Atlanta.
Project Timeline
The project will commence as soon as possible and end once all deliverables have been received and
approved by the City of Atlanta in a time not to exceed six months from commencement. The City shall
determine whether there is a need for an extension beyond the sixmonth period.
Billing
This project will be billed as deliverablebased.
20% at the start of the engagement.
10% over each month with the successful delivery of weekly reporting requirements.
10% upon delivery and acceptance of the ServiceNow roadmap.
10% upon delivery and acceptance of problem management roadmap.
NAity
The contracted resources will be required to sign policies in agreement to protect sensitive City
information.
Amendments
Any changes to this SOW must be documented in writing and mutually agreed upon by both parties
Provide a Weekly Data Report
Report must include number of tickets received resolved by tier time to resolution problems identified and any other mutually agreed upon data points.
ServiceNow Optimization Roadmap
Work with the team identified by AIM to provide an analysis of ServiceNows usage of knowledge and asset management followed by a roadmap to ensure maximum utilization. Once agreed support the efforts to deliver strategy identified within the roadmap.
ServiceNow Problem Management Roadmap
Work with the appropriate teams identified by AIM to provide a roadmap to identify problem management leveraging ServiceNow. Once agreed support the efforts to deliver strategy identified within the roadmap.
Critical Hire Code (Assigned by Approver)
The completed Background Verification will be attached (via an automated feed) to the candidates user profile under the Attachments Section.
Please make sure to always include the applicable proposal ID contract ID or requisition ID in the reference field when ordering. It is also very important to double check that the name on the order being requested matches the candidates name in the Covendis system. Otherwise the completed report will not be successfully uploaded to the candidates profile.
To be completed upon candidate selection:
Global Monitor Check
State Criminal Record verification (past 7 years covering each State in which the candidate has resided)
Social Security Number Verification
Federal Criminal Records Verification (past 7 years)
Any additional requirements stated by the Agency on the requisition
MVR
(Suppliers Only)
To order click on the link to the right:
The completed Background Verification will be attached (via an automated feed) to the candidates user profile under the Attachments Section.
Please make sure to always include the applicable proposal ID contract ID or requisition ID in the reference field when ordering. It is also very important to double check that the name on the order being requested matches the candidates name in the Covendis system. Otherwise the completed report will not be successfully uploaded to the candidates profile.
Breakout Invoice By PO
Employment Type
Full Time
Key Skills
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