SUMMARY

The AOC is seeking proposals from prospective Offerors to provide one (1) Business Support Analyst to maintain and support end users associated with the Odyssey File & Serve (OFS) application, the Attorney Information Systems (AIS), and any other attorney related databases; and to actively participate in attorney outreach activities.

BACKGROUND INFORMATION

Located in Annapolis, Maryland, Judicial Information Systems (JIS) is comprised of six units including application development and support, hardware installation and maintenance, operation of the Data Center computer systems, and support of online case management and business applications at the District and Circuit Courts across the state.

The Business Support Analyst will primarily be responsible for the support of the Maryland Judiciary's e-filing community. E-filers with technical support issues will contact the E-Filing support team for advice and guidance in successfully submitting filings to the courts. Support responsibilities also include the Maryland Record Search Portal and the Attorney information System. The support analyst will test revisions or upgrades to the applications. The support analyst is called upon to provide training to our justice partners, e.g., State's Attorneys, Public Defenders, and the analyst would need to be familiar with video conferencing software and occasionally would need to travel to locations within Maryland to provide onsite training.

OFFEROR & RESOURCE QUALIFICATIONS

• The Offeror shall have one (1) year of experience in providing recruitment, staffing, and/or otherwise providing professional consulting services.
• The Offeror proposed resource shall have at least two (2) years of experience providing IT customer application support.
• The AOC prefers the Offeror proposed resource to have five (5) years of experience providing IT customer application support.

SCOPE OF WORK

Offeror proposed resource shall:

• Respond to, identify, research, and analyze production and stage problems/errors for MDEC Odyssey File and Serve (OFS), Attorney Information Systems (AIS), and any other attorney related databases reported by end users.
• Maintain (add, update, close) current JIS Service Desk Application (ServiceNow), while also maintaining the same production issues in the vendor-maintained Service Desk (ONYX).
• Analyze and assess user’s issues, questions, requests, and errors by working as a liaison between users, Vendor Support staff and JIS Odyssey Support or other JIS Odyssey Groups and recommend corrective actions. Properly relay users concerns and problems to e-Filing staff and Vendor’s Support staff.
• Assist JIS staff with ongoing debugging and maintenance of MDEC Odyssey File and Serve as reported by users.
• Assist in the preparation of training, drafting written procedures/materials and presentations of various attorney-related databases.
• QA testing as necessary of production fixes as notified coming from vendor, working with e-Filing staff, JIS Odyssey Support or other JIS Odyssey Groups resulting from testing.
• Ongoing review and revision of the mdcourts. gov e-filing website.
• Prepare regular and ad hoc reports.
  • A weekly report communicating project progress and status
  • Weekly time reporting on JIS provided forms
  • Any additional reports as assigned by the supervising manager

OFFEROR RESOURCE(S) SKILLS, EXPERIENCE, & CAPABILITIES

• Offeror shall propose a resource possessing the following preferred skills, experience, and capabilities:
  • Excellent oral communication
  • Detail oriented.
  • Highly organized with the ability to keep track of multiple projects, requirements, action items and follow through to task closure.
  • Ability to:
    • Work in a matrixed organization to align resources toward project deliverables
    • Work on multiple projects and objectives
    • Establish and maintain effective working relationships with peers, end users and vendor development staff, as well as all levels of management and judicial personnel as necessary.
    • Translate technical concepts into business terms.
  • Business process analysis skills.
  • Data review and data migration skills.
  • Knowledge of the Project Management Body of Knowledge (PMBOK).
  • Knowledge and ability to utilize standards and guidelines relative to Systems Development LifeCycle (SDLC).
  • Experience with the following:
    • E-filing application(s)
    • Interpreting user requirements, needs and issues
    • Responding to and resolving user requirement, needs, issues and questions
    • Providing problem analysis and coordinating ongoing user support
    • Documenting the necessary problem-solving techniques
    • Testing fixes per users’ issues and vendor analysis
    • Case Management applications processing and procedures or integrated applications system’ maintenance
    • WEB based Application Program Systems and MS Office Suites Systems

PLACE OF PERFORMANCE

• All work shall be performed at Judicial Information Systems, 189 Harry S. Truman Parkway, Annapolis, MD 21401.
• Remote work is not currently authorized for this role.
• The AOC reserves the right to modify the allocation of onsite and remote work effort throughout the life of the Contract. In the event of a modification, the Contract Manager will coordinate with the Successful Offeror on a mutually agreeable allocation of work effort.

SCHEDULE & COORDINATION

• Offeror proposed resource shall perform during normal operating hours, Monday through Friday, 8:30AM to 5:00PM Eastern Standard Time (EST), with the flexibility to extend the coverage hours to meet deadlines.
  • The JIS Project Manager or Department Sr. Manager must approve work prior to or after normal operation hours, not to exceed 2,040 hours per year.
• Depending upon project requirements, the proposed resource must be able to work a flexible schedule to include evenings, nights, weekends, and holidays. The proposed resource must be available to provide on-call operational support as required outside business hours.

TRAVEL

• The Business Support Analyst role occasionally requires travel within the state of Maryland. The Offeror’s proposed resource must have a valid drivers’ license and access to a vehicle to commute to sites as required. Some site visits may require arranging local lodging accommodations and traveling to the region the night before the required site visit.
• The Department/Senior Manager must approve all travel and lodging arrangements in writing and in advance. Mileage, toll reimbursements, and lodging re-imbursements should be invoiced to the AOC and reimbursed in accordance with the Judiciary’s travel policy, which can be found at