Application Management Support and Program Support Services

The vendor is required to provide application management support (AMS) and program support to provide helpdesk and technical assistance for the following workday functional areas:
- Human capital management
• Core HR    
• Advanced compensation/merit
• Recruiting    
• Academic faculty
• Talent & performance    
• Absence management
• Compensation    
• Time tracking
• Benefits    
• Talent optimization
• Learning    
- Financial management
• Core financials    
• Procurement
• Banking & settlements    
• Grants management
• Budgets    
• Workforce planning
• Business assets    
• Time tracking
• Customer accounts    
• Talent optimization
• Supplier accounts & contracts    
• Country payroll
- Student
• Recruiting & admission    
• Curriculum management
• Student core    
• Student records
• Financial aid    
• Student financials
- Reporting & Analytics
- Adaptive Planning
- Extend
- Prism Analytics
- Workday modules listed above and provide the number of customers you support for each of the major functional areas below - 
• HR
• Finance
• Student
- Ticket/issue intake & lifecycle process –
• Resource assignment.
• Intake questions and categorization of issues.
• Ticket closure – documentation, knowledge transfer.
• Workday interfaces. 
• Provide sample screenshots of the user interface.
• Issue resolution when an issue blends/cascades over multiple workday modules/products. 
• For instance, an issue and/or the resolution may affect benefits, compensation, and payroll.
• handling urgent matters requiring immediate attention, such as issues with payroll that are data and time sensitive.
• Process for interactions requiring support and/or escalation with workday.
- The ticket management process –
• Reporting – budget to actual, frequency, and samples, including billing/invoice samples. Note: billing data should, at a minimum, include a clear delineation of the individual issue and the time and cost to resolution.
• Ongoing ticket review for trends and recommendations to college for continuous improvement.
• Outstanding tickets, escalation, and aging.
• Delivery approach and communications.
- Enhanced project support –
• Request process for implementing new features/functions.
1. Workday extend 
2. Benefits module
3. Third party related solutions (i.e. stellic)
• Approach to a project from initial request to completion.
- Other services –
• Workday module/product training offered.
• Business process review/assessment & documentation – security, business process improvement/best practices, integration.
• Approaches to training & assessment services, including check-in meetings.
• Other services offered.
• Providing implementation and post-production support services to institutes of higher education, particularly community colleges.
- Contract Period/Term: 2 years
- Questions/Inquires Deadline: July 15, 2025