Cloud-based IT Ticketing System and Software-as-a-Service Management Solution

The buyer requires a vendor to provide a cloud-hosted, software-as-a-service IT ticketing system that includes workflow automation, knowledge management, reporting, and self-service capabilities. The solution must support licensing for at least 30 IT staff members, administrative user accounts, and authenticated requester access for over 1,300 employees. The contractor will perform the work offsite and configure the platform for City IT use, including ticket intake across email, web portal, Microsoft Teams, and mobile channels. Eligibility is restricted to onshore USA organizations. The contract period will run for two years. Interested vendors must submit all questions no later than November 7, 2026, and submit proposals for the budget.