SAP Business Objects Support Function

Tender description

Summary of the work The role is to support a legacy Business Objects version, collating and addressing individual user support requests via a ticket system. Alongside providing a break-fix support service, you will report on ticket trends to Service Management. Specialist role Data engineer Expected Contract Length Until 30th April 2023 Latest start date Tuesday 14 September 2021 Who Speclialist Work With Working under the Infrastructure, Platforms and Technology team, you will work with Service Management and Helpdesk to address issues reported by individual users. What Specialists Work On The responsibilities will be: 1. Provide support and address issues reported by end users and the Agency service management team for Business Objects v6.5; 2. Triage and prioritise issues as reported; 3. Escalate issues where a fix is not possible to service management; 4. Report summary of issues to Agency on a periodic basis; 5. Liaise with Agency technical team for any infrastructure or spend requirements; 6. Drive improvement by implementing a forward-thinking approach to user support Skills & Experience • Demonstrate technical knowledge of, and familiarity with, Business Objects v6.5 • Demostrate providing technical support and issue fixes to end users • Ability to prioritise and categorise issues based on severity and potential business impact • Ability to work with enterprise service management to report on service levels Nice to Haves Show current or prior Business Objects end user support role Work Location Remote working, however Agency is based at: MHRA, 10 South Colonnade, Canary Wharf, London. E14 4PU Working Arrangments Work will be carried out remotely wherever possible. Attendance at main Agency site may occasionally be required. Security Clearance BPSS No. of Specialists to Evaluate 3 Cultural Fit Criteria • Work well with end users to manage expectations and show empathy to issues and frustrations given the legacy nature of the environment • Transfer knowledge gained from trends and share with Agency to drive change and improve standards Assessment Method • Reference • Interview Evaluation Weighting Technical competence 75% Cultural fit 5% Price 20% Questions from Suppliers 1. Is there any incumbent? Current support arrangements are managed by an internal resource, as part of a wider role. This is a requirement for a dedicated support function resource. 2. What is the acceptable daily rate range? This is dependent on multiple factors, including experience and service level. It is negotiable. There is currently no allocated daily rate range as this is a newly defined requirement. 3. Does the organisation have sight of the number of resource that will be required please? Support requests come in on an ad-hoc basis and vary, but on average there are approximately 10-12 support tickets per month. Resource level should reflect this with some capacity for influx. No new users are being added, so no user-based uplift is expected. 4. Please provide full details of your SAP Business Objects licence estate that are to be supported. The current version is 6.5, with perpetual licenses that cover the entire Agency, however the user base is a smaller subsection, and will continue to shrink over the next 18 months. 5. Is Webi the tool that you use with Business Objects? Yes, that is correct 6. Could you please provide breakdown of further stages with dates? When exactly the final decision would be made? This support function would be to provide full Agency cover throughout the contract period to April 2023. Whilst there will be some natural shrinkage over time, the Agency has no defined stage plan for moving users away from BO during this time yet. The final decision will form part of wider strategy plans, and will be defined closer to the time. 7. Please confirm how many users there are Due to the legacy system, we cannot easily define how many current active users there are. As best endeavours, the estimate would be that approximately 1000 users have access to the system in some form, but consistent users are likely to be 100-200. 8. Do we need to submit the CV to any email address? All submissions must go via this framework application process only. We are not seeking additional documentation at this stage. This may be requested in advance of any interviews.