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 end-users via phone, email, chat, and ServiceNow. Note:
operational enhancements will be implemented to reduce/end the need for call center support
and introducing a technology-first model including an interactive voice response (IVR) system.
" Provide technical support to:
o Diagnose and resolve complex hardware and software issues.
o Provide end-user 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 six-month 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 ServiceNow s 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 six-month period.
Billing
This project will be billed as deliverable-based.
" 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.
Confidentiality
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

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