Information Technology Service Management Specialist

1.1. Vendor Minimum Experience Requirements

1.1.1. The SOW Vendor must meet or exceed the following minimum experience requirements at the time of the SOW response submission and for the duration of the SOW:

1.1.1.1. 5 years’ experience with successful large scale project engagements within a state government that utilize best security practices.

1.1.1.2. 2 years’ experience with ServiceNow platform, ServiceNow ITSM, ITIL 4 framework and CSDM version 4.0 framework.

1.1.1.3. 2 years’ experience with integrations between dissimilar systems. i.e. Cloud, Mainframe, Midrange, Network, Microsoft systems.

1.1.1.4. 2 years’ experience with the State of Missouri’s ServiceNow environment is highly preferred.

1.2. Vendor Resource(s) Experience Requirements

1.2.1. The SOW Vendor shall include the following team members/resource(s) to administer and perform the contract requirements:

a. Working Team:

1. 2 years’ ServiceNow and ITSM Experience including:

i. Leading and managing ServiceNow projects

ii. ITSM

iii. ITIL 4 framework

iv. ServiceNow CSDM version 4.0 or higher framework

v. Implementing the CSDM framework

vi. Experience in leading teams to configure and customize ServiceNow modules, including:

1. CMDB

2. Incident Management

3. Problem Management

4. Major Incident Management

5. Change Management

6. Request Management

2. 2 years’ Identity & Access Management (IAM/IGA) and Integration Experience including:

i. Configuring & building IAM/IGA solutions at enterprise scale

ii. Architecting and configuring Role Based Access

iii. Integrating IGA solutions with ServiceNow, Active Directory, and M365

3. 2 years’ Microsoft Ecosystem Experience including:

i. M365

ii. Microsoft Active Directory

4. 2 years’ State-Specific Knowledge

Working knowledge of the State of Missouri’s current ticketing system, Cherwell