Enterprise Business Application Support and Database Administration

The vendor required to provide enterprise business application support and database administration include ongoing application and database support delivered through a combination of automation, AI-driven operations, and skilled personnel working closely with authority internal teams.
- Requirement
•    Ensure incident and task resolution time and service quality for mixed 8x5 and some 24x7 application support and database administration services; 
•    Maintain a high level of stability for enterprise applications and database services by early identification and addressing root causes of technical issues, including working with specialized entities for resolution such as the agency's staff, other vendors or other designated third parties, before they become trends; 
•    Implement innovative solutions for providing efficient support services, including automation and other algorithmic or artificial intelligence operations solutions (AIOPS), while preserving the personal connection between the agency's service team providers and our client base; 
•    Enable the removal of support services for enterprise applications as they are decommissioned and the addition of support services for enterprise applications as they are added to the authority’s portfolio; 
•    Have the ability to acquire skills for modern technologies early in their life cycle, while maintaining support for older technologies; and, 
•    Achieve and meet key service-level requirements.
- Oracle financial system
•    Grants and projects accounting
•    Accounts receivable
•    Accounts payable
•    Fixed assets
•    Cash management
•    General ledger
•    Procurement
•    Oracle workflow and approval management
•    Email notification
•    Alert management
•    Financial reports
- System administration and maintenance, monitoring, patching, updates, and general maintenance
•    Database management, performance optimization, backup, recovery, and security. 
•    Application support, functional and technical support for oracle financial modules. 
•    Customization and enhancements, development of new features, integration, and automation. 
•    Compliance and security, ensuring regulatory compliance, audit readiness, and security best practices. 
•    Service levels and availability, expected SLAs, response times, and support models (24/7, on-demand, etc.). 
•    Transition and onboarding, implementation timeline, knowledge transfer, and support during the transition phase. 
•    Cost structure, high-level pricing model for managed services.
- Daily salesforce administration activities to keep it secure and running smoothly and support users and business processes
1. User access and support
•    Login issues: resolve user login problems
•    Provisioning: create, deactivate, or update user accounts, roles, and profiles.
•    Permission sets: assign or update permission sets or licenses as needed.
•    User requests: respond to help with tickets or requests from users about data access, UI, or features.
2. Data hygiene and monitoring
•    Data quality checks: spot check for duplicate records, missing fields, or inconsistent data.
•    Import and export: run small imports using data loader or data import wizard for team requests.
•    Validation rules: monitor if new validation rules are blocking user actions.
3. System monitoring and maintenance
•    Scheduled jobs: check scheduled jobs (e.g., reports, apex jobs, flows) for errors or failures.
•    Integration: monitor external integrations for success and failure (e.g., syncs with marketing tools, etc.).
•    Error logs: review flow and apex error logs to identify issues before users do.
4. Automation and configuration checks
•    Flow monitoring: check if new flows or process builders are running smoothly or throwing errors.
•    Field and record access: verify sharing rules or field-level security after recent changes.
•    Sandbox refresh reminders: track sandbox expiration or refresh schedules.
5. User
•    Email updates: post updates or reminders (e.g., about new features or maintenance).
•    Training support: answer user “how-to” questions or provide micro-training when needed.
6. Reports and dashboards
•    Scheduled reports: confirm key reports have run and were delivered.
•    Report accuracy: investigate reports showing odd data — especially exec dashboards.
7. Security and compliance
•    Login history review: look for suspicious login attempts or login failures. 
•    Permission audit: periodic check to ensure least privilege access is maintained.
8. Handling salesforce releases:
•    Track upcoming releases: salesforce has 3 releases per year.
•    Review the release notes: review salesforce release notes by product (sales, service and marketing cloud) and prioritize features related to the authority’s salesforce.org.
•    Flag deprecations or breaking changes: pay attention to features being retired or updated that could affect automations or integrations.
•    Test in sandbox: test existing features: validate key automations (flows, process builders, triggers) to ensure nothing breaks in the new release.
•    Test new tools (e.g., flow enhancements, permission set updates) that may improve org functionality.
•    Prepare to migrate changes: note any feature toggles or metadata we want to deploy post-release.
•    Validate critical functionality: post-release, test login, record creation, reports, automation triggers, etc.
•    Clean up deprecated features: remove or up
- Business intelligence applications and data integration:
1. Data management and integration
•    ETL and ELT development and maintenance
•    Extract data from multiple source systems (ERP, CRM, financial systems, cloud apps, vendor and other 3rdrd party systems).
•    Perform data cleansing, transformation, enrichment, and standardization.
•    Automate scheduling and monitoring of jobs.
•    Merge data from cloud and on-premises sources.
•    Ensure data mapping, lineage, and consistency across systems.
2. Data warehouse and data lake management
•    Data modeling design conceptual, logical, and physical models
•    Monitor performance, storage, partitioning, and indexing.
•    Version and change management
3. Reporting and visualization
•    Dashboard development
•    Design and develop interactive dashboards.
•    Build KPIs, scorecards, and drill-down reports.
•    Ad-hoc reporting, support business users with custom one-off queries and analysis.
•    Report automation, schedule and distribute automated reports via email, portals, or collaboration tools.
4. Performance monitoring and optimization
•    System monitoring track ETL job status, data refresh times, report load times.
•    Optimization improve query performance and dashboard responsiveness.
•    Usage analytics monitor bi tool usage, adoption rates, and optimize licenses.
5. Other’s task
•    Calculate and validate ticket fare as per board approved policy.
•    Update ticket fare on Metrolink website and provide fare tables to different stakeholders as needed.
•    Data integration between various on-prem applications, 3rd party system and cloud applications.
- Metrolink website:
•    Real-time service information
•    Marketing and outreach support
•    Corporate ticketing portals
•    Accessibility and ADA-compliant content
•    A platform for future innovation and service enhancements.