Notice ID: 19AQMM23R0191 Description The purpose of this procurement is to obtain information technology maintenance and support services for continued operation of the NDF’s PIMS. The objective is to acquire subject matter experts (SMEs) with knowledge, skills, abilities, and background in the force.com platform, Salesforce’s platform for building and running business applications in the cloud. The contractor shall perform the following tasks: Page 6 of 48 19AQMM23R0191. Task A - Salesforce &M technical support/basic system functionality - The contractor shall support basic system features and traditional O&M functions including, but not limited to, the following: Assist the NDF finance staff with the GFMS weekly extract file of NDF financial transactions, including resolution of discrepancies. Monitor and ensure that the integration job runs as scheduled and successfully. Collaborate with the NDF staff to resolve any issues that may arise with the interface. Collaborate with NDF staff and others to resolve individual reconciliation transaction issues. Meet with NDF financial staff to discuss recurring reconciliation problems and determine plausible solutions. Compare the number of records on the interface file, with the number of records processed and loaded into the system, ensure the dollar amounts are loaded properly and troubleshoot any transaction integration issues, such as mismatched dollar figures, dates etc. Provide system updates as needed to address new or previously unknown reconciliation issues. Develop and maintain reports, which track the reconciliation process, issues encountered and resolution. Maintain up-to-date changes to GFMS, which may require changes to the interface. Add, delete, extract data... Task B – O&M Technical Support – Triage Levels- The O&M support contractor in the role of providing Tier 2 support shall have access to tickets and proceed to perform at the Tier 2 level concurrent with review by the Triage team (Tier 1) and complete case(s) in conformance with the response times set forth below. Additionally, the contractor shall be at minimum 93% compliance in responding and addressing time sensitive support cases. In the event cases cannot be reviewed or resolved within matrix response time or priority level High, Medium, or Low a secondary remedy can be used. A case can be moved to Future Development, On Hold, NDF Review, or Data Discrepancy. These categories do not have an applicable time matrix and usually require a justification or authorization by the COR. The GTM reserves the right to downgrade any priority level... Read more here.