5.1. The Contractor’s resource will provide support for IM Coordinators and IT System

Administrators

The Contractor’s resource acts as a reference person for Opentext Core. Responds to all types of requests (technical or operational), and works with IM Coordinators and IT specialists. The resource role includes, but not limited to:

1. a) Answers questions from IM and IT teams
2. b) Analyzes incidents and problems
3. c) If necessary, opens tickets in OpenText, ensures follow-up and problem resolution
4. d) Documents incidents and problems
5. e) Communicates with IM and IT teams

5.2. The Contractor’s resource will maintain the Content Server test environment. The Contractor’s resource will support the implementation of production solutions.

Working with the IT division, the Contractor’s resource must ensure an OpenText Core test environment optimal and must proceed with all required upgrades. The Contractor’s resource must:

1. a) be familiar with the various patches and releases
2. b) Identify the relevance of installing various items
3. c) Test the latest updates
4. d) Prepare patch installation and release change procedures
5. e) Update all documentation
6. f) Conduct functional and technical tests on the various modules

5.3. The Contractor’s resources help develop business solutions including:

1. a) LiveReports, WebReports (SQL, HTML, etc.)
2. b) Workflow
3. c) Disposal process enhancement (archiving and destruction in respect of documents life cycle)
4. d) Digitization process (OTCapture)
5. e) Cross-platform connectivity (xECM, Microsoft M365/SharePoint/OneDrive, CSA in-house applications)
6. f) Smart UI creation, maintenance and configuration
7. g) AI integrated capacity (Aviator)
8. h) Open-information extraction
9. i) Reverse engineering for the open-data inventory

5.4. The Contractor’s resource must provide knowledge transfer to CSA internal employees

1. a) The Contractor’s resource will be required, upon request, to make presentations, documentation and training to a range of different audiences on various system components, modules or functionalities.
2. b) The Contractor’s resource must ensure knowledge transfer relating to new items, functionalities or behaviours specific to requirements.

c) The Contractor’s resource will be required, upon request, to provide knowledge transfer to IT staff on administration of Opentext Core and associated modules.

MTC1	The Bidder must demonstrate that the proposed resource has a minimum of five (5) years cumulative experience in IT in one or more of the following fields: software development, network or system administrator, or IT technician
MTC2	The Bidder must demonstrate that the proposed resource has a minimum of five (5) cumulative years of experience in the following areas: the architecture and OR administration of the solution Opentext Core/ OR GCDOCS/ OR Content Server, and their respective modules, within a multiserver environment
MTC3	• Level 2: 5 to < 10 years of experience • Install, monitor, upgrade and maintain operating systems • Install, monitor, upgrade and maintain hardware and software • Work with Business Analysts, Project Managers, Developers, and clients/stakeholders to maintain and improve software performance • Apply problem solving skills to troubleshoot and resolve technical problems • Ensure timely and reliable system administration procedures, such as backup and/or recovery • Analyze system performance and recommend improvements