Activities

• Provide ITSM support for incident, problem and change management processes
• Document ITSM activities and maintain process efficiency
• Develop and maintain dashboards tracking operational and financial KPIs
• Generate reports on system performance, incident trends and cloud expenditures
• Monitor and manage cloud expenses across AWS and Azure; implement cost optimization strategies
• Support budget planning, invoice processing, reconciliation and financial reporting
• Manage vendor contracts and ensure compliance with financial governance
• Support and monitor IT service change implementation, including scheduling and status reporting

Deliverables

1. Twenty-eight weekly sprints deliverables, each with specified outputs and acceptance criteria
2. Delivery Acceptance Sheet (DAS) for each sprint, signed by NCIA Point of Contact
3. Dashboards and reports covering operational metrics, financial expenditures and change management

Coordination and reporting

• Daily status update meetings and activity planning via conference calls
• Verbal sprint review reports and written reports delivered within three days post-sprint
• DAS signed by NCIA POC accompanying each invoice