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Technical Writer
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Name Tips & Complaints Portal – ServiceNow SME and Technical Writer DOLIR--- Agency, State Department of Labor & Industrial Relations (DOLIR), MO Area/Service Staffing Location Jefferson City, MO Contract Duration // – // Release Date // Q & A due Date // by : PM CT via email Amendment Issued (Q&A's) - Award Type Single (one award under the existing ITSD contract) Award Date - Budget Completed SOW Response Document (with all vendor sections filled out per template): Vendor Signature Section (authorized signature on SOW) Deliverable Payment Milestone Table (firm-fixed price per deliverable + % holdback if total &Client; $,) Contracting Resource(s) Price Calculations Table (hourly rates × estimated hours; note: billing is deliverable-based) Bid due Date // by : PM CT SOW Staffing Types & Volume: One () Technical Writer (part-time allocation, ramped as deliverables dictate) Technical Writer • Develop and maintain comprehensive technical documentation, including: •Instruction manuals detailing end-to-end Tips & Complaints Portal workflows with screenshots. •How-to and training guides for DOLIR business users and State technical staff. •System architecture and Technical Design Document (describing ServiceNow components, integrations with UInteract/FileVine/FileBound, and data flows). • "Train-the-trainer” curriculum and materials to enable State staff to operate, configure, and maintain the new portal post-implementation. •Ongoing updates to the "Tips & Complaints Portal Future State Memo” and "Strategic Recommendations Memo” to reflect actual deliverables. • Collaborate with ServiceNow SME and ITSD developers to gather requirements, review deliverables, and translate complex technical content into user-friendly documentation. • Produce monthly status reports and technical writing support artifacts that align with ITSD's template and meet PDAF approval criteria. • Ensure all documentation conforms to State style guides, ADA guidelines, and is stored in a centralized repository for ease of maintenance. • Comply with all State confidentiality protocols for "State Data” (PII/PHI) and maintain version control for documentation updates. Submittal Requirement Proposal Narrative, including: Project overview and approach (per Exhibit A) Vendor's organizational experience with ServiceNow implementations and technical writing (per Exhibit C) Identification of proposed ServiceNow SME and Technical Writer with roles, responsibilities, and resumes (per Exhibit B) Detailed Work Breakdown Structure (WBS) or project plan illustrating tasks, timelines, and milestones Description of testing methodology (including JIRA/Xray/Azure DevOps workflows) Security‐compliance approach (FERPA, HIPAA, PII/PHI management) Completed Exhibits: Exhibit A: Approach and Methodology for Scope of Work (max pages) Exhibit B: Personnel Qualifications and Biographies (resumes for each resource) Exhibit C: Relevant Company History and Experience (three case studies/case references) Exhibit D: Participation Commitment (if applicable for MBE/WBE or SDVBE) Laptop/Software License Confirmation: Evidence that Vendor will procure and maintain any required ServiceNow development licenses and testing tools for the SME. Evaluation Criteria Cost – points Approach and Methodology for Scope of Work – points Personnel Qualifications and Biographies – points Company History and Experience – points MBE/WBE Participation – points Organization for the Blind/Sheltered Workshop Preference – points MO Service-Disabled Veteran Business Preference – points Total – points References Three () relevant client references (State or higher-education implementations preferred) Resumes required? Yes – resumes for both proposed resources (ServiceNow SME and Technical Writer Rate card required Hourly Rates Any specific requirement All resources must be located within the United States for the entire contract term. Vendor must maintain confidentiality of State Data (PII/PHI), adhering to State security policies. SME must hold or obtain ServiceNow CAD (Certified Application Developer) certification prior to deployment. Vendor resource schedules (on-site/off-site) must be coordinated with ITSD Project Manager. No out-of-state travel is required of State staff; any on-site presence should be limited to Jefferson City, MO. Hardcopy/Email/portal submission Email Link Via Email
