The Internal Revenue Service (IRS) is seeking a contractor to provide operations and maintenance (O&M) support for its IRWORKS platform, which includes the ServiceNow application and legacy applications. The contractor will be responsible for providing technical support, performing routine maintenance checks, managing access controls, and supporting disaster recovery planning. The contractor will also be required to work with the IRS to identify and prioritize enhancements, develop and implement a roadmap for continuous rollout of new capabilities, and provide training and support to IRS staff. The desired outcome is to have a stable and flexible IRWORKS platform with proactive support and quick responses for users. • The contractor will provide O&M support for the ServiceNow application and legacy applications. • The contractor will work with the IRS to identify and prioritize enhancements and develop a roadmap for continuous rollout of new capabilities. • The contractor will provide training and support to IRS staff. • The contractor will be responsible for managing access controls, supporting disaster recovery planning, and performing routine maintenance checks. • The contractor will work with the IRS to develop and implement a communication strategy to market new features and releases to IRS staff. • The contractor will provide reports on SLA performance and activity, including weekly, monthly, quarterly, and yearly reports.