The vendor is required to provide a to procure and implement a modern, scalable, and cost-effective hr ticketing and case management tool for the university of employee services (ES) department.
- The new system will replace the current Cherwell platform and must support comprehensive internal ticketing, HR case management, knowledge base functionality, and robust reporting capabilities.
• Ability to integrate with oracle PeopleSoft 9.2 human capital management for provisioning of user accounts and updates to employee information. 
• Ability to integrate with microsoft exchange for email monitoring and automatic ticket creation. 
• Ability (preferred) to integrate with Hyland OnBase, Enghouse call center software, and absence tracker. 
• End-user help desk support options at multiple tiered levels, support for multiple browsers and operating systems. 
• Ability for system admins to configure basic tool for multiple business lines, with custom ticket form templates, custom reporting, SLA management, custom dashboards, and role-level access, security and functionality. 
• Ability to communicate with employees regarding ticket status, information requests and sharing, and the ability to communicate with the employee in the same manner and via the email they initially submitted their ticket, including non-domain emails. 
• Ability to track and respond to non-domain email addresses included in ticket submissions (e.g., family members, businesses, employee supervisors, etc.) 
• Ability for employees (or their designated representative) to submit and check the status of their tickets via a self-service portal, or similar, without needing a full license to do so. 
• Ability for call center technicians to quickly and easily identify, open, resolve and respond to tickets and ticket responses. 
• Hosted SaaS licensing that complies with security protocols and accessibility standards 
• Provide technical and functional training, and user documents, that can be used by university support and communications groups, as appropriate. 
• provide an implementation expert(s) to assist the university’s system admin team for initial configuration, integrations, and roll-out. 
• Unlimited storage capacity for current and historical tickets including ticket
• Technician and agent licenses = 100 (average)- department users should be scalable 80-120. 
• Non-licensed users = unlimited.
- Contract Period/Term: 3 years
- Questions/Inquires Deadline: June 20, 2025