Oracle ERP, SIS and Enterprise IT Consulting Support Services

The Vendor is required to provide consulting support services for Oracle ERP, Student Information Systems (SIS), and Enterprise IT.
- Work can be performed on-site or off-site.
- Provide support to the technology application’s department (business applications, student applications, data warehouse, and mobile applications), enterprise data systems and the integration with third party systems.
- This includes system analysis, development, design, and system testing, training, knowledge transfer and system implementation.
- All Systems in SIS and ERP are Business Mission Critical and are used in the same time zone. In addition, all systems are in English. The only permissible downtime, if any, is after hours.
- SIS uses Cloud hosted Synergy student information system.
- Current ERP is On-premise. However, agency is working on upgrading to Oracle Fusion Cloud.
- Support windows are expected to be M-F 7am to 5pm. There is only one location of support on site in location.
- SIS Projects are postproduction support as well as development. Currently most are multiyear long-term endeavors. However, SIS may be moving Temporary endeavor projects model, like EBS, in the future. Thus, both Multiyear and Temporary endeavor applies here as well.
- We have an approximate 300 users on at a time: data entry inquiry user. May be higher on a busier week such as payroll week or year-end week.
- Currently have about 24 support staff supporting all the EBS modules and instances.
- There is no Help desk to field in issues calls. Normal support hours are (8 AM EST – 5 PM EST). There’s no off-hour support. In other words, there is no application support required after hours or evenings, nights, weekend and Holidays.
- Current Average resolution time for issues within SIS or ERP is two business days.