Product Support Analyst 2

Austin, TX, United States

Solicitation Reference Number

23R0025890

Customer Name

Texas Department of Public Safety

Category

Technical Services, Help Desk and Operations

Customer Entity Name

Public Safety, Texas Department of

Level

Product Support Analyst 2

Number of Positions

1

# of Resumes Allowed

1

IT STAFFING SERVICES SOLICITATION UNDER

DEPARTMENT OF INFORMATION RESOURCES

IT STAFF AUGMENTATION CONTRACT (ITSAC)

RFO DIR-CPO-TMP-445 Solicitation Reference Number: 23R0025890 Working Title: Atlassian Product Support Analyst Level 2 Title/Level: Product Support Analyst 2 Category: Technical Services, Help Desk and Operations Full Time

I. DESCRIPTION OF SERVICES

Texas Department of Public Safety requires the services of 1 Product Support Analyst 2 , hereafter referred to as Candidate(s), who meets the general qualifications of Product Support Analyst 2, Technical Services, Help Desk and Operations and the specifications outlined in this document for the Texas Department of Public Safety .

All work products resulting from the project shall be considered "works made for hire " and are the property of the Texas Department of Public Safety and may include pre-selection requirements that potential Vendors (and their Candidates) submit to and satisfy criminal background checks as authorized by Texas law. Texas Department of Public Safety will pay no fees for interviews or discussions, which occur during the process of selecting a Candidate(s).

The Department of Public Safter requires the services of 1 Product Support Analyst hereafter referred to as Worker, who meets the general qualifications of legacy and core and the specification outlined below.

Perform advanced and/or supervisor (senior-level) systems administration work. Work involves managing, maintaining, and supporting the Atlassian suite including JIRA, Confluence Crowd, Fisheye and Crucible; general support of the tools, software administration, workflow management and customization, and product setup. May plan, assign, and/or supervise the work of others. Work under minimal supervision, with considerable latitude for the use of initiative and independent judgement

II. CANDIDATE SKILLS AND QUALIFICATIONS Minimum Requirements:

Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity. Years Required/Preferred Experience 5 Required Experience working with JIRA, Confluence and other Atlassian products; with Linux operating systems or Microsoft Server operating systems. 5 Required Experience creating complex JIRA workflows, project workflows, field configurations, screen schemes, permission schemes and notification schemes. 5 Required Experience creating conditions, validators, and post functions; make changes to workflows, screens, fields, and reporting, and provide ongoing support and configuration maintenance. 5 Required Experience using JIRA REST APIs for integration with other tools like Jenkins, and Integration/Automation frameworks. 3 Required Experience creating and managing users, groups, projects and user permissions. 3 Required Experience with SQL and JQL to create and manage queries, filters, dashboards and reports. 3 Required Experience troubleshooting access and/or performance issues, engaging Atlassian and/or app vendor when necessary. 3 Required Experience creating and maintaining JIRA Projects and Confluence Spaces. 3 Required Experience with Agile methodology lifecycle. 2 Required Experience migrating Atlassian Server platform to Atlassian Data Center or Cloud environments. 3 Preferred Experience analyzing and providing direction for compatible software with the Atlassian tool suite. 3 Preferred Experience Maintaining Agency/Division Roadmaps within JIRA tool. 3 Preferred Experience maintaining and developing new processes for each JIRA Add-Ons. 3 Preferred Experience creating filters and dashboards and troubleshooting issues associated with them. 3 Preferred Experience building, maintaining, and ensuring Continuous Integration/Continuous Delivery (CI/CD) pipelines that deploy to cloud and local resources using tools such as Bamboo and Jenkins/Hudson. 3 Preferred Experience providing user and process metrics for Executive Leadership. 3 Preferred Experience monitoring system performance and recognize when intervention is required. 3 Preferred Experience gathering requirements for business processes and converting into JIRA workflows while focusing on metrics collection.

III. TERMS OF SERVICE

Services are expected to start 09/01/2023 and are expected to complete by 03/31/2024 . Total estimated hours per Candidate shall not exceed 1040 hours. This service may be amended, renewed, and/or extended providing both parties agree to do so in writing.

IV. WORK HOURS AND LOCATION

Services shall be provided during normal business hours unless otherwise coordinated through the Texas Department of Public Safety . Normal business hours are Monday through Friday from 8:00 AM to 5:00 PM , excluding State holidays when the agency is closed.

The primary work location(s) will be at 5805 N. Lamar Blvd., Austin, TX 78752, with the possibility to work from home. . Any and all travel, per diem, parking, and/or living expenses shall be at the Candidate's and/or Vendor's expense. Texas Department of Public Safety will provide pre-approved, written authorization for travel for any services to be performed away from the primary work location(s). Pre-approved travel expenses are limited to the rates and comply with the rules prescribed by the State of Texas for travel by its classified employees, including any requirement for original receipts.

The Candidate(s) may be required to work outside the normal business hours on weekends, evenings and holidays, as requested. Payment for work over 40 hours will be at the hourly rate quoted and must be coordinated and pre-approved through Texas Department of Public Safety .

V. OTHER SPECIAL REQUIREMENTS

1) Candidate must be able to pass background check. Disqualifiers listed below:

•a felony conviction

•an entering of an order of deferred adjudication for a felony, until five years after court supervision ceased and the case was dismissed

•a conviction of driving while intoxicated during the five-year period immediately prior to the date of application

•a finding by a court of competent jurisdiction that the contractor was a delinquent child during the five-year period immediately prior to the date of application. If the contractor's record in the proceeding is ordered sealed, the incident should be disregarded and treated as though it did not exist

•the contractor's driver license has been suspended, including a probated suspension, by DPS during the last three years as a habitual violator

•the contractor's driver license has been suspended for refusal to submit to a chemical test within the last five years

•the contractor has an open/active arrest warrant in any state

•the contractor is currently under indictment for any criminal offense

•an open disposition, an incomplete criminal record, or no final determination of guilt or innocence is found on the contractor's criminal record following a felony arrest

•a conviction for a Class A misdemeanor.

•an entering of an order of deferred adjudication for any criminal offense of the grade of felony or Class A misdemeanor.

•an entering of an order of deferred adjudication for any criminal offense of the grade of Class B misdemeanor within the last ten years.

•a conviction of an offense of the grade of a Class B misdemeanor within the last ten years.

•a conviction for a family violence offense.

•An open disposition, an incomplete criminal record, or no final determination of guilt or innocence is found on the contractor's criminal record following a Class nd B arrest

•Additional disqualifiers may apply