Job Description
Job DescriptionBusiness Technology Integrators (BTI), A Service -Disable Veteran Owned Small Business with over 25 years of experience delivering innovative IT Solutions to the Federal Government, is seeking a Program Manager in support of DHS-TSA Office of Security Operations Performance information Management Support Services
Responsibilities:
Provide monthly status reports within the first five (5) business days of each month for the previous month’s progress. Monthly status reports shall include activities from the previous performance period, projected activity for the future performance period, status of ongoing activities, accomplishments, any issues/risks which might impact the project cost, quality of performance, or schedule, and recommendations.
2.5.1.2 Provide a program schedule. Closely monitor tasks and provide advanced notification of any deviation from budget, schedule, or resources.
2.5.1.3 Analyze current TSA processes and provide recommendations for improvement, demonstrating a clear understanding of EPMP and program requirements. Coordinate implementation upon TSA approval.
2.5.1.4 Work together with the Program Office to prioritize program activities and tasks in order to establish clear priorities and performance criteria for each task.
2.5.1.5 Deliver effective risk management using a systematic process for managing risk for proactive identification of potential project programs and contingency planning in the event of risk realization. Provide End User Support 2.5.2.1 Provide personnel to field and troubleshoot functional queries, issues, and process questions regarding EPMP applications following TSA-approved processes for case routing and escalation, responding to at least 95% of cases within 24 business hours Monday – Friday from 7:00 AM – 7:00 PM EST. The TSA utilizes a government off-the-shelf (GOT) Helpdesk Ticketing System called PMIS Help Desk for user support.
2.5.2.2 Administer user privilege and access rights requests for the EPMP Suite applications.
2.5.2.3 Report on end user support inquiries and recommend solutions for recurring issues for all EPMP applications and often standalone files.
2.5.2.4 Track cases in the PMIS tool (PMIS Help Desk Ticketing Application) to report on call metrics and user services.
2.5.2.5 Maintain a current list of application customers, program stakeholders, module Points of Contract (POCs), and distributions lists for all EPMP applications. Contact lists shall be updated to incorporate new and departing users, updated positions, and roles, and include multiple methods of contact if available.
2.5.2.6 Alert customers and stakeholders of outages, errors, and updates to the managed applications using Contractor-managed communication templates.
2.5.2.7 Document Frequently Asked Questions (FAQs) as a training aid for users of the EPMP applications.
2.5.2.8 Create, update, and maintain end user support processes and procedures, including the end user support guides.
2.5.2.9 Create, update, and maintain user hand-outs, user guides, one-pagers, marketing folders, demos, and related documentation.
2.5.2.10 Plan, develop content for, and conduct recurring conference calls and user forms for the PMIS, AIM, and PIMS systems to communicate enhancements and other information of benefit to users and stakeholders.
2.5.2.11 Prepare training materials and provide monthly training sessions with the field on AIM/PMIS/PIMS module enhancements, data capture, and data analysis. Training may be delivered remotely, in-person, and/or pre-recorded.
2.5.2.12 Conduct in-person training sessions on AIM/PMIS/PIMS module changes, data capture, and data analysis at an airport training facility determined by SO on an as-agreed upon schedule, with each session consisting of a minimum of three (3) days, but not longer than five (5) days. If Field Security Director (FSD) official request for in-person training session is approved, the contractor shall travel in accordance with (IAW) travel policies, regulations, and laws to TSA facilities.
2.5.2.13 Use polling, surveys, discussion boards, modules, and other means to gather and analyze customer satisfaction with EPMP service and tools on an ongoing basis. Provide recommendations based upon collected feedback. TSA utilize surveys to obtain user feedback via PMIS Help Desk; however, the contractor shall propose additional methods to analyze customer satisfaction. 2.5.3 Support System Enhancement 2.5.3.1 Gather requirements on PMIS, AIM, and PIMS BI Tool modules and capabilities as provided by the TSA technical staff.
2.5.3.2 Work with stakeholders to determine the services that the program provides and the operational constraints.
2.5.3.3 Coordinate, lead, and participate in both formal and informal interviews to gather functional requirements from TSA stakeholders.
2.5.3.4 Track gathered requirements in the Information Technology (IT) requirements tool.
2.5.3.5 Create, construct, expand, revise, and maintain functional requirements documentation, wireframes (blueprints), and requirements traceability matrix (track the relationships).
2.5.3.6 Facilitate release planning and tracking of system enhancements.
2.5.3.7 Provide quality assurance artifacts defining control and data boundaries based on TSA’s guidance and operational procedures. The Contractor shall compare and contrast the expected results of the artifacts.
2.5.3.8 Coordinate stakeholder meetings with other system owners in TSA to identify, migrate, and integrate new data sources.
2.5.3.9 Document a repeatable, systematic approach to eliciting, organizing, coordinating, consolidating, and documenting requirements.
2.5.3.10 Conduct conference calls in connection with updates/enhancement releases.
2.5.3.11 Shall use TFS (Team Foundation Server), TSA approved ticketing system, to perform backlog grooming, participating in and making recommendations in ticket prioritization meetings with TSA stakeholders.
2.5.3.12 Provide User Acceptance Test (UAT) support on the applications upon completion of the development phase by IT. The Contractor shall create plans and conceptualize the necessary tests to be performed. Once the test plans are accepted, the Contractor shall execute test plans, scripts, and procedures, then provide test results to TSA. 2.5.4 Administer PIMS BI Tool Reporting 2.5.4.1 Support daily, weekly, and monthly data uploads.
2.5.4.2 Troubleshoot issues encountered by users through the normal operation of the Airport Operation Center (AOC) Dashboard, SO and Domestic Aviation Operations (DAO) Snapshot
reports and the BI Reporting Tool.
2.5.4.3 Administer user roles, permissions, and project configurations in the PIMS BI Tool.
2.5.4.4 Create, document, distribute, and maintain reports related to TSA programs and performance. The Contractor shall work with SO and TSA program offices to establish consistent report templates for a variety of different data sources within the PIMS BI Tool.
2.5.4.5 Enable, enhance, and provide resolution reports within the PIMS BI Tool.
2.5.4.6 Create, maintain, and monitor system performance reports.
2.5.4.7 Perform an annual clean-up of inactive user accounts and/or unused Reports and dashboards for all three systems.
2.5.4.8 Review subscription delivery reports each weekday. Investigate and resolve the root cause(s) of any subscription delivery failures.
2.5.4.9 Produce, maintain, and distribute Snapshot reports on a monthly or as-requested basis.
2.5.4.10 Make modifications to PIMS BI Tool attributes, metrics, and filters in response to TSA program office requests. Track modifications using a change management (CM) process and update appropriate internal and field-facing documentation to reflect new definitions.
2.5.4.11 Use the PIMS BI Tool user interface to modify other report objects as requested by TSA to allow internal and field-facing reporting.
2.5.4.12 Gather data for the PIMS BI Tool, which may include information sourced from Microsoft Excel, Microsoft Access, Custom Web Pages, and/or flat files.
2.5.4.13 Utilize built-in upload utilities to import data into the PIMS BI Tool, modify existing reports to reflect updated data, and perform report distribution. When necessary, the Contractor shall create custom forms to gather airport operational data.
2.5.4.14 Submit fiscal year and calendar year reports. The Contractor shall facilitate a Performance Architecture Pilot and update dashboards linking mission, measures, costs, and outcomes.
2.5.4.15 Establish connectivity and reporting upon integration of new data sources to PIMS BI Tool.
2.5.4.16 Identify and optimize reports that fall outside performance thresholds. 2.5.5 Provide Cybersecurity Support 2.5.5.1 Serve as the principal advisor to the System Owner, Government Project Manager, and other relevant stakeholders on all matters involving the security of the applications and information systems.
2.5.5.2 Respond to Information Security Vulnerability Management (ISVM) requests by reviewing the vulnerability details and determining applicability to the EPMP software list used by AIM, PMIS, and PIMS. Remediate applicable vulnerabilities via patching requests.
2.5.5.3 Respond to data calls sent by the TSA Information Assurance Division (IAD) regarding EPMP application security data.
2.5.5.4 Track and manage vulnerability remediation through the Plan of Action and Milestones (POA&M) process. Report the status of any open or delayed POA&Ms to TSA IAD leadership on a monthly basis.
2.5.5.5 Provide change management support for EPMP systems through the Request for Change (RFC) approval process. Review the Test Analysis Report (TAR) prior to any EPMP major release.
2.5.5.6 Manage Public Key Infrastructure (PKI) certificates for assigned systems, ensuring all PKI certificate renewals and revocations are completed and processed prior to expiration.
2.5.5.7 Review the System Security Plan (SSP) and all relevant security controls to ensure compliance with system security requirements. Any security documentation and process reviews that require annual approval shall be updated and submitted to the appropriate TSA or DHS approving officials.
2.5.5.8 Provide all security services required to secure the assigned systems’ Authority to Operate (ATO). The Contractor shall be responsible for submitting requests to have the systems scanned for vulnerabilities and for any required penetration tests, the findings of which will need to be remediated through the POA&M process. 2.5.6 Manage Documentation 2.5.6.1 Implement and maintain a quality standard for documents and deliverable management systems such as ISO 9001:2015.
2.5.6.2 Use a shared document repository location (S drive) for team collaboration.
2.5.6.3 Document meeting minutes for all program meetings and conference calls. Meeting minutes to include actionable items shall be captured using a standard format and posted in a shared locations within one (1) business day of each meeting.
2.5.6.4 Document all process and performance baselines, analyses, recommendations, and implementations. Where applicable, the Contractor shall conduct before/after analyses to assess the impact of changes to TSA as a result of implementations.
Qualifications
:
Must have PMP Certification, ScrumMaster Certification, Lean Six Sigma Black Belt & Security +
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