The vendor required to provide managed service provider (MSP) in support of the workforce software suite, including time and attendance, absence management, scheduling, and related modules.
- Ensure reliable operation, continuous improvement, and optimization of the workforce software environment, aligning with the organization’s HR and business needs.
- Objectives
• Ensure stable, secure, and high-performing workforce software operations.
• Provide expert support for users, configuration, and integration.
• Enable continuous enhancement aligned with business strategy.
• Ensure compliance with labor laws and union rules through system configuration.
- Requirement:
1. Application support and maintenance
• Incident management (tier 2/3)
• Problem resolution and root cause analysis
• Configuration adjustments (e.g., pay rules, schedules, leave policies)
• Patch and release management
• Routine health checks and performance monitoring
2. User support
• Functional support to HR, payroll, operations, and line managers
• Knowledge base and FAQ development
• Ticket management
3. Enhancement services
• Requirements gathering and impact analysis
• System configuration for new policies or business rules
• Custom reports and dashboard creation
• Support for union and labor rule changes or organizational restructuring
4. Integration management
• Monitoring and troubleshooting of integrations
• Support for APIs, middleware, and flat-file exchanges
• Maintenance of integration documentation
5. Release and change management
• Coordination and deployment of system updates from workforce software
• Regression testing and UAT coordination
• Change request management and prioritization
6. Governance and reporting
• Monthly service review meetings
• SLA reporting (e.g., ticket resolution time, uptime, user satisfaction)
• Continuous improvement planning
7. Training and documentation
• Training support for new features or modules
• User guide updates and admin training
• Knowledge transfer sessions.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: January 5, 2026
