Specifications include, but are not limited to: JJC desires to enter into a contract to provide Workday application management services (AMS) and program support to provide helpdesk and technical assistance for Workday Human Capital Management, Financial Management, Prism Analytics, Admission/Recruiting, and Adaptive Planning. JJC also desires a partner that will provide enhanced project support, including, but not limited to, process optimization, module implementation, new release support, and planning for future releases/enhancements. Vendors shall respond to the questions proposed below. A. Describe your firm's ticket/issue intake & lifecycle process – 1. Resource assignment. 2. Intake questions and categorization of issues. 3. Ticket closure – documentation, knowledge transfer. 4. Workday interfaces. Provide sample screenshots of the user interface. 5. Issue resolution when an issue blends/cascades over multiple Workday modules/products. For instance, an issue and/or the resolution may affect benefits, compensation, and payroll. 6. Handling urgent matters requiring immediate attention, such as issues with payroll that are data and time-sensitive. 7. Process for interactions requiring support and/or escalation with Workday. B. Describe the ticket management process – 1. Reporting – budget to actual, frequency, and samples, including billing/invoice samples. NOTE: Billing data should, at a minimum, include a clear delineation of the individual issue and the time and cost to resolution. 2. Ongoing ticket review for trends and recommendations to JJC for continuous improvement. 3. Outstanding tickets, escalation, aging. 4. Delivery approach and communications. C. Describe enhanced project support – 1. Request process for implementing new features/functions. 2. Approach to a project from initial request to completion. 3. How your firm assigns resources for day-to-day business and special projects. 4. Deliverables: project documentation, knowledge transfer (can be combined with part C.5 below), training, etc
