Functional (Business) Analyst - Journeyman

The Functional (Business) Analyst - Journeyman supports one of the FDA Service Desks. This is not a traditional end-user help desk position. The role combines operational business analysis, advanced Tier 2 support, service reporting, knowledge management, workflow refinement, capability onboarding, stakeholder coordination, and continuous improvement for scientific computing tools, services, and data environments used by FDA reviewers and project teams.

The analyst connects day-to-day Service Desk operations with FDA stakeholders, project teams, and end users. The position translates operational needs into practical workflows, reporting, documentation, communications, and service enhancements that improve reviewer productivity, service consistency, and customer experience.

Key Responsibilities

Business Analysis and Stakeholder Coordination

· Analyze service processes, customer journeys, operational requirements, intake methods, support boundaries, workflows, dependencies, and escalation paths.

· Facilitate requirements discussions, operational reviews, working sessions, and capability assessments with FDA stakeholders, project teams, Service Desk personnel, and technical support groups.

· Define and document service objectives, support requirements, success criteria, request types, roles, routing rules, operational risks, and performance measures.

· Translate complex technical and scientific-support concepts into clear, actionable language and visual process documentation for diverse audiences.

· Support meeting preparation and follow-up by organizing agenda content, decisions, risks, action items, owners, and due dates.

Service Desk Operations and Advanced Support

· Support the structured Capture, Assess, Route/Resolve, and Evaluate workflow for requests received by ServiceNow, email, Microsoft Teams, phone, and virtual support sessions.

· Provide Tier 2 support, coaching, and complex issue coordination within approved support boundaries for FDA tools and services.

· Assist with issues involving analytical tool usage, study data access, reviewer workflows, user enablement, recurring service problems, and cross-team dependencies.

· Review open requests, escalations, ticket quality, aging items, roadblocks, ownership, next actions, and customer status updates.

· Coordinate Tier 3 issues with the appropriate FDA, application, development, infrastructure, licensing, provisioning, or project support organization and track progress through closure.

· Help maintain operating coverage and continuity during demand spikes, staff absences, new capability launches, major releases, and submission-driven surges.

Reporting, Metrics and Operational Insights

· Collect, validate, analyze, and interpret ServiceNow ticket data, customer feedback, analyst observations, and other approved operational information.

· Develop and maintain Power BI dashboards, recurring and ad hoc reports, KPI definitions, and data visualizations addressing service volume, response and resolution trends, workload, recurring issues, tool adoption, customer experience, and operational risk.

. Use of Power Automate to create automated flows connected to MS Forms.

· Apply quality checks to ticket categorization and reporting data to identify missing, inconsistent, or anomalous information.

· Identify patterns, knowledge gaps, bottlenecks, emerging support needs, training opportunities, and candidates for workflow improvement or automation.

· Prepare decision-ready findings and actionable recommendations for FDA leadership and support timely responses to data calls.

Knowledge Management and User Enablement

· Develop, maintain, and improve SOPs, workflows, support plans, knowledge articles, FAQs, quick-reference guides, training materials, response templates, contact lists, and business process documentation.

· Maintain organized, searchable knowledge repositories in SharePoint and OneNote and perform quarterly reviews and updates as directed.

· Convert recurring issues and operational lessons into reusable self-service and analyst-support content.

· Support analyst onboarding, shadowing, cross-training, scenario exercises, knowledge transfer, and continuity documentation.

· Ensure customer-facing electronic content is clear, accurate, editable, and prepared in accordance with applicable Section 508 requirements.

Communications, Surveys and Customer Experience

· Draft and quality-check customer communications concerning outages, maintenance, service changes, new tool features, training, and operational updates.

· Support survey requirements gathering, question development, testing, deployment, analysis, and reporting using Microsoft Forms and SurveyMonkey.

· Use customer feedback and service data to identify opportunities to improve reviewer experience, awareness, adoption, and self-sufficiency.

· Support change management, user adoption, office hours, demonstrations, and stakeholder outreach, as assigned.

Capability Onboarding and Process Improvement

· Assess new tools, services, or capabilities for intake, triage, escalation, staffing, knowledge, reporting, communication, and training needs.

· Design or refine ServiceNow taxonomy, workflows, request categories, routing, support boundaries, escalation paths, service catalog content, and readiness criteria.

· Prepare staff through knowledge transfer, SOP reviews, demonstrations, and scenario-based exercises before operational launch.

· Monitor early support activity, gather feedback, identify gaps, and help transition approved capabilities into steady-state operations.

· Support Microsoft Power Automate, Microsoft Forms, Power BI, and other approved automation or analytics solutions that improve consistency and reduce manual effort.

· Where FDA-approved AI assistance is used, monitor usage and knowledge gaps, support functional tuning, and validate outputs before operational use. Human personnel retain responsibility for customer communications, technical guidance, and final recommendations.

Requirements

Required Qualifications

CATEGORY

REQUIREMENT

Education

Bachelor's degree in Business Administration, Information Systems, Computer Science, Information Technology, Health Informatics, Data Analytics, or a related discipline. An equivalent combination of education and directly relevant experience may be considered.

Experience

Four to seven years of professional experience in business analysis, IT service management, operations analysis, customer support, knowledge management, reporting, or related work.

Service Operations

Demonstrated experience supporting a Service Desk, Help Desk, IT operations, application support, or customer support environment, including ticket analysis, escalation coordination, and continuous improvement.

Analysis

Experience gathering and documenting requirements; mapping processes and workflows; analyzing trends and root causes; and translating findings into practical recommendations.

Reporting

Hands-on experience with operational reporting, metrics, dashboards, or data visualization. Ability to work with structured ticket or service data and perform data-quality checks.

Documentation

Experience producing clear SOPs, workflows, knowledge articles, training materials, reports, and stakeholder communications.

Communication

Strong facilitation, writing, presentation, organization, customer service, and cross-functional collaboration skills.

Federal Readiness

Ability to satisfy FDA/HHS suitability, identity credentialing, mandatory training, nondisclosure, information security, privacy, records management, and rules-of-behavior requirements applicable to the position.

Preferred Qualifications

· FDA, NIH, HHS, or other Federal health agency experience.

· Experience in a scientific, clinical, regulatory, public-health, or similarly complex environment.

· Working knowledge of ITIL service management principles and incident, request, problem, knowledge, and continual-improvement practices.

· Experience with ServiceNow, Power BI, Power Automate, Microsoft Forms, SurveyMonkey, SharePoint, OneNote, Jira, Microsoft Teams, and Microsoft 365.

· Experience onboarding new services or applications into an operational support model.

· Familiarity with Agile methods, human-centered design, process improvement, change management, and customer journey analysis.

· Knowledge of Section 508/WCAG accessibility and Federal records management expectations.

· Experience using governed automation or AI-assisted capabilities with documented human review and validation.

Benefits

• PPO/HMO Health Plan (includes medical, dental, and vision)

• 401K Retirement Plan

• Paid Time Off (PTO)