Oracle Managed and Testing as a Service Support Solution

The City of Charlotte, North Carolina is seeking a qualified vendor to provide comprehensive Oracle Cloud Managed Services and Testing Support for a range of citywide applications. This engagement covers support for Enterprise Resource Planning (ERP), Human Capital Management (HCM), Enterprise Performance Management (EPM), Customer Cloud Service (CCS), Oracle Field Services (OFS), Customer Self Service (CSS)/Customer 360 portal, Fusion Data Intelligence (FDI), Oracle Utility Data Intelligence (OUDI), and Oracle Access Governance (OAG) applications.

The selected provider will deliver ongoing managed services, including documenting resolution steps in a clear and repeatable format, overseeing data pipeline management, ensuring data integrity, and performing AI/ML model tuning and environment administration. Responsibilities also include maintaining system configurations in accordance with industry best practices and the City’s business needs, monitoring system performance, managing user access and policies, and tracking error trends.

Additional tasks involve collaborating with City staff on critical go/no-go decisions, implementing timely Oracle updates post go-live, updating workflows and approval routing, and making necessary adjustments and developments to reports utilizing Oracle’s reporting tools. The vendor will also be expected to develop and maintain knowledge articles, establish troubleshooting procedures, and address integration issues between Oracle Cloud and other City systems.