Description
THIS IS AN RFI (REQUEST FOR INFORMATION) Federal Bureau of Prisons Jira Service Desk and Confluence Data Center Remote Administration Support/Maintenance Application Support for FY 2026. The Period of Performance shall be for FY26; from October 1, 2025 through September 30, 2026 Vendros hall provide the following: vendor’s capabilities, qualifications, relevant experience, proposed solutions, and pricing structures . Additionally, we would welcome any supporting documentation or references that can assist us in evaluating potential vendors. The Federal Bureau has a requirements for providing (80 hours per month) remote administration services for the JIRA Service Desk and Confluence Data Center platforms. These services are intended to ensure the efficient and effective operation, configuration, and maintenance of the JIRA Service Desk/Confluence to support our organization’s service management processes. 1. System Administration: • Provide comprehensive administrative support for the JIRA Service Desk and Confluence Data Center platforms, including user management, project configuration, and workflow customization. • Ensure the system is properly maintained, including performing regular updates and patch management. 2. User Support: • Offer timely and effective support to end-users and administrators, resolving issues related to access, permissions, and general usage of the JIRA Service Desk and Confluence Data Center platforms. • Provide training and documentation to users to enhance their understanding and effective use of the platform. 3. Customization and Optimization: • Customize the JIRA Service Desk and Confluence Data Center platforms to align with the organization’s specific service management processes and requirements. • Optimize the performance and functionality of the platform by implementing best practices and recommending improvements. 4. Integration and Automation: • Integrate JIRA Service Desk and Confluence Data Center with other tools and systems used within the organization to streamline workflows and enhance productivity. • Develop and implement automation rules to reduce manual tasks and improve efficiency. 5. Security and Compliance: • Ensure the JIRA Service Desk and Confluence Data Center platforms complies with the organization’s security policies and relevant regulatory requirements. • Implement security measures to protect data and maintain the integrity of the system. 6. Reporting and Analytics: • Create and maintain reports and dashboards to provide insights into service desk performance and key metrics. • Analyze data to identify trends, areas for improvement, and opportunities for optimizing service delivery. 7. Incident and Problem Management: • Manage and resolve incidents and problems related to the JIRA Service Desk and Confluence Data Center platforms. • Implement proactive measures to prevent the recurrence of issues and improve system reliability. 2. Period and Place of Performance: The contractor shall schedule and complete the tasks shown below during the term of the contract (FY 2026). The commencement date(s) shall be mutually agreed upon. The period of performance is from October 1, 2025, thru September 30, 2026. (Contractor shall perform 80 hours of work per month). The work under this contract shall be performed remotely during normal working hours at the contractor’s site. However, due to Bureau production schedules, it may be necessary to schedule some work / activities during (off peak times, to minimalize down-time to Jira/Confluence production servers). These times may occur on a weekend or late or early in the day. 3. Special Security and Clearance Requirements: All contractor personnel shall have personnel security clearances commensurate with the highest level of information processed by the system(s) they use. The provisions of the current Department of Justice Order DOJ 2610.XX, Bureau of Prisons Computer Security Program Statement 1237.13, and the Bureau of Prisons' Human Resource Management Manual 3000.02D shall be followed in determining appropriate security clearance levels and contractor activities. To avoid delays, it is essential that the contractor coordinate, in a timely manner, any required security clearance processing and documentation with the Contracting Officer’s Representative (COR). 4. Government vs. Contractor Furnished Property: All computer workstations and software update materials required by the contractor during the performance of the work shall be furnished by the government. 5. Special Personnel Requirements: Sufficient contractor staff with the experience, skills, and abilities to accomplish the objectives and specific tasks are required. The special skills and application expertise shown below are required: Jira Service Management and Confluence Data Center (Administration) Deviniti plugins Deviniti “Dynamic Forms” • Expertise in using Deviniti Dynamic Forms understanding how to create conditional logic within forms, integrating forms into Jira workflows, and ensuring that the dynamic forms improve both user experience and process efficiency. This includes configuring forms to adapt based on user input, role, or other criteria, which ultimately enhances the overall functionality of Jira Service Management. Deviniti “Queues” for Jira Service Management • Expertise in using Deviniti Queues to enhance queue management capabilities in Jira Service Management. Working knowledge to provide advanced queue configuration options, customized layouts and enhanced filtering features to assist teams streamline their ticket management processes. Deviniti “Issue Templates” for Jira • Designing templates that automatically populate fields like requester details, department, and service type. • Configuring Deviniti Issue Templates to trigger Jira automation rules, such as auto-assigning issues to the appropriate team or agent based on the selected template. • Setting up automated responses or status updates when a specific template is used, improving communication and transparency. • Linking templates to specific workflows, ensuring that each type of request follows the appropriate process. Deviniti “Extension” for Jira Service Desk • Expertise with “Extension” for Jira Service Desk, creating dynamic and flexible request forms with conditional fields. Which enables the form to adapt based on user input, making it easier for customers to fill out requests accurately. Appfire plugins Appfire Surveys for Jira • Familiarity working with Surveys for Jira Integrating Appfire's "Survey for Jira" app to automatically trigger a CSAT survey after ticket closure, collecting ratings and comments, and creating dashboards to analyze trends over time. 4 | P a g e • Setting up Appfire surveys for internal IT support tickets to gauge employee satisfaction, analyzing feedback to improve internal processes, and integrating survey results with other Jira reports. Appfire JSU Automaton Suite • Create and Modify Rules: Expertise in the configuration of Automation Rules. Ability to create and Modify rules, setting up new automation rules using JSU (Jira Suite Utilities) to meet the specific needs of your organization. This may include rules for ticket assignment, escalation, notifications, and other workflow automation. • Testing and validation: Before deploying automation rules to production, ensure they are tested thoroughly in a staging environment. This includes verifying that rules trigger as expected and do not interfere with other processes. • Rule Optimization: Continuously review and optimize existing automation rules to improve efficiency, reduce processing time, and ensure they are aligned with current business processes. Appfire Jira Misc Workflow Extensions (JMWE) • Creating and Modifying Workflows: Use JMWE to create and update workflows that align with business processes. • Implementing Post-Functions: Add and configure post-functions using JMWE, such as auto-assigning issues, sending notifications, or updating fields based on conditions. • Setting Up Conditions and Validators: Define conditions that control the availability of transitions, and validators that ensure data integrity before transitions. • Custom Scripting: Write Groovy scripts for more complex post-functions, conditions, and validators. • Testing and Debugging: Test scripts in a staging environment before deploying them live. Debug issues that arise during workflow execution. • Workflow Troubleshooting: Investigate and resolve issues related to workflow execution, such as incorrect post-function results or transition errors. • Training and Documentation: Create training materials and documentation to help users and other administrators understand how to use JMWE effectively. • Workflow Troubleshooting: Investigate and resolve issues related to workflow execution, such as incorrect post-function results or transition errors. • Log Analysis: Analyze logs to identify the root cause of workflow issues, particularly those involving custom scripts or complex configurations. • Plugin Updates: Keep JMWE up to date by installing new versions and ensuring compatibility with the current version of Jira. • Jira Upgrades: Ensure JMWE workflows and scripts remain compatible after Jira or JSM upgrades, testing thoroughly in a staging environment before going live. Adaptavist Plugins Scriptrunner for Jira • Custom Workflow Conditions and Validators: Expertise writing Groovy scripts that evaluate specific fields or issue relationships, integrating with Jira's API to fetch and manipulate data, and applying these scripts as workflow validators or conditions. • Automated Issue Management: Expertise developing automation rules using ScriptRunner's built-in features and custom Groovy scripts to schedule tasks, update issue fields, or trigger events based on specific criteria. • Dynamic Field Behaviors: Expertise writing scripts to control field visibility and behavior dynamically, ensuring that forms adapt in real-time as users interact with them. • Custom JQL Functions: Expertise extending Jira’s JQL capabilities with ScriptRunner to write custom functions in Groovy that enable more nuanced and powerful searches. • Integration with External Systems: Expertise writing Groovy scripts to interact with REST APIs, handle authentication, and process responses to ensure smooth integration with other tools and systems. • Custom Listener Scripts and Jobs: Expertise developing event listeners and Jobs in ScriptRunner that respond to Jira events like issue creation, updates, or transitions, and performing automated actions based on those events. • Advanced Reporting: Expertise writing Groovy scripts to extract, process, and display data in custom formats, leveraging ScriptRunner’s reporting capabilities to create dashboards or exportable reports. • Enhanced Security and Compliance: Expertise writing scripts that enforce organizational policies, such as ensuring that certain types of data are only accessible to authorized users, and auditing actions taken within Jira. Jira Insight Asset Management (for Jira Service Management) The contractor shall provide support and have advanced working knowledge and be proficient in the following areas of Jira Insight Asset Management. • Schema Setup: As an admin, you'll need to create and configure schemas based on your organization’s needs. This involves defining object types, attributes, and their relationships. • Importing Data: You may need to import asset data from external sources, such as CSV files or third-party systems, into Insight schemas. • Automation Rules: Set up automation rules to handle routine tasks like updating object statuses, sending notifications, or creating tickets based on changes to objects. • Integration with Jira Issues: Link Insight objects to Jira issues (like incidents, problems, or service requests) to track asset usage and history. • Reporting and Dashboards: Create custom reports and dashboards to visualize asset data and monitor the health and performance of your assets. 6 | P a g e Jira Roles and Permissions / Issue Security (for Jira Service Management) The contractor shall provide support and have advanced working knowledge and be proficient in the following areas of managing Jira Roles/Permissions and Issue Security. • Role Configuration: Define and manage Jira roles such as Administrators, Project Leads, Developers, and Service Desk Agents. Assign appropriate roles to users and groups within Jira projects to control access levels. Customize role permissions to align with the specific needs of different teams or departments. • Permission Schemes: Create and manage permission schemes to define what users with specific roles can do within a project (e.g., Create Issues, Edit Issues, Add Comments). Apply permission schemes across multiple projects for consistency in access control. Regularly audit permission schemes to ensure they reflect the current organizational structure and security requirements. • Access Controls: Implement and manage global permissions, such as Jira System Administrators, to restrict high-level access to only authorized personnel. Use Project Roles to control access at the project level, ensuring users only have access to the projects they are involved in. • Managing Issue Security: Create and manage issue security schemes to control visibility of specific issues within a project. Define security levels within these schemes to restrict issue access to certain users, groups, or roles. Assign issue security levels to issues based on their sensitivity (e.g., internal-only, confidential). • Customizing Issue Security Levels: Customize issue security levels to meet specific project needs (e.g., separating internal IT tickets from general service requests). Set default issue security levels to ensure sensitive issues are automatically restricted upon creation. • Integration with LDAP/SSO: Integrate Jira with LDAP or Single Sign-On (SSO) solutions for centralized user management and authentication. Manage role and permission mapping between Jira and external directory services. • Automating Permission Management: Implement automation rules or scripts to dynamically assign roles and permissions based on user actions or issue status. Use Jira automation or plugins to automatically change issue security levels based on specific triggers or conditions. • Handling Permissions for Custom Workflows: Design and implement custom workflows with specific transition conditions that control who can perform certain actions. Ensure that workflow conditions and validators respect the permission scheme and issue security settings. 7 | P a g e Confluence Data Center The contractor shall provide support and have advanced working knowledge and be proficient in the following areas of managing Confluence Data Center administrative responsibilities. Installation and Configuration • Server Setup: Proficient in installing and configuring Confluence Data Center across multiple nodes, ensuring proper load balancing and high availability. • Cluster Configuration: Experience with setting up and managing a Confluence Data Center cluster, including configuring shared file systems, external databases, and other infrastructure components. • Reverse Proxy Configuration: Expertise in setting up reverse proxies (e.g., Apache, Nginx) for Confluence to handle SSL termination, caching, and request routing. Performance Optimization • Indexing Management: Managing Confluence’s indexing process, optimizing for performance, and troubleshooting indexing issues. • Scaling: Experience in scaling Confluence Data Center, adding/removing nodes, and optimizing resource allocation to handle increased load. Security Management • SSO Integration: Setting up and managing Single Sign-On (SSO) solutions like SAML, OAuth, or LDAP integration for secure user authentication. • Security Auditing: Conducting security audits, ensuring compliance with security policies, and implementing necessary patches or configurations to mitigate vulnerabilities. • Permission Management: Expertise in configuring and managing complex permission schemes, ensuring that access control aligns with organizational requirements. Disaster Recovery and Backup • Backup Strategies: Designing and implementing robust backup strategies, including scheduled backups, snapshots, and offsite storage. • Disaster Recovery Planning: Developing and testing disaster recovery plans, ensuring minimal downtime in case of a catastrophic failure. Plugin and App Management • App Installation and Configuration: Experience in installing, configuring, and managing third-party apps or plugins, ensuring compatibility and performance within the Confluence environment. 8 | P a g e • Custom Development: Ability to develop custom scripts to extend Confluence’s functionality based on organizational needs. User Support and Training • Technical Support: Providing advanced technical support to resolve complex issues related to Confluence Data Center, including performance issues, bugs, and user errors. • Documentation: Expertise in creating and maintaining detailed documentation on Confluence configuration, processes, and best practices for both technical and non-technical users. Migration and Upgrades • Version Upgrades: Experience in planning and executing Confluence Data Center upgrades, including testing new versions, ensuring compatibility with existing plugins, and minimizing downtime. • Data Migration: Expertise in migrating data from other platforms (e.g., Confluence Server, SharePoint) to Confluence Data Center, ensuring data integrity and minimal disruption. 6. Deliverables: 1. Regular system maintenance and updates. 2. User support and training materials. 3. Customized workflows and configurations. 4. Integration and automation solutions/documentation. 5. Security and compliance solutions/documentation. 6. Reports and dashboards for performance monitoring. 7. Incident and problem resolution documentation. 7. Timeline: • The remote administration services will be provided on an ongoing basis, with regular reviews and updates to ensure continuous improvement and alignment with the organization’s needs. 8. Evaluation Metrics: • User satisfaction and feedback. • System uptime and performance metrics. • Number and resolution time of support tickets. • Effectiveness of integrations and automations. • Compliance with security and regulatory requirements. • Quality and relevance of reports and analytics. 9. Conclusion: This Statement of Objectives outlines the key requirements and deliverables for remote administration of the JIRA Service Desk and Confluence Data Center platforms. By adhering to these objectives, the service provider will ensure the platform is effectively managed and optimized to support the organization’s service management. Please see the attached Statement of Objectives for a cleaner reading version of the information above.