The vendor is required to provide facilities asset management services for include:
• Assign resource(s) with knowledge and experience with service now and Nuvolo products including Nuvolo mobile app and are considered a subject matter expert (SME) in these products
• Contractor to provide resumes for all assigned resource(s)
• Contractor to provide labor cost/hour rate for all assigned resource(s)
• Contractor shall have contacts at Nuvolo for product support and/or escalations (if needed)
• Contractor resource(s) available for department staff to contact regarding service now and Nuvolo product questions, discuss potential changes, enhancements, upgrades, and/or possible solution options.
• Create and update service now agile stories as needed/appropriate in coordination with department resources to track estimates, work, progress, and/or priorities
• Contractor resource(s) grooming/refining of department Nuvolo stories per department direction (e.g. backlog refinement, is a process that helps agile teams prioritize user stories for development sprints)
• Contractor resource(s) attend (at a minimum) one (1) day a week meeting to review/update agile sprint stories, backlog stories, and story priorities. additional meetings to be scheduled if/as needed
• Expected need for contractor to create and/or enhance service now Nuvolo reports per department facilities direction and agile story
• Backup of dev and test Nuvolo in-progress changes and data prior to every other month clone downs from prod to dev and prod to test and restores of Nuvolo in-progress changes and data after clone downs are done
• Provide Nuvolo product upgrades support and/or Nuvolo product fixes within department service now environments and department service now change control policies
• Support with testing and validation of Nuvolo as part of annual department service now platform upgrade
• Work with department resources to implement Nuvolo software upgrades - expected spring and fall Nuvolo releases and upgrades – recommend n-2 follow of service now upgrades – coordinate with department resources when to start. upgrades directed by department stakeholder evaluation and decision
• Support with testing and validation of Nuvolo software upgrades
• Implement and unit test Nuvolo changes and enhancements per department direction in department service now environments (i.e., dev, test) and document and coordinate with department service now administrator to implement in production environment within department enow change control policies
• Implement and support with configuration/testing/validation of Nuvolo mobile application upgrade (per department direction and scoping/timing/value/level of effort estimation)
- Service level objectives:
• Work to be performed remotely
• Contractor hourly labor rate defined for each resource(s)
• Contractor must notify department of resource out of office prior and provide alternate contacts as appropriate
• Nuvolo work is done at department direction and estimate approval
• Contractor tasks will be executed based on documented requests in service enow agile stories
• Meet weekly (at a minimum) with department group or more frequently based on department needs or production criticality
• Expected resource availability between 8:00am to 5:00pm et during regular department business days and work time.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: May 01, 2025