Functional; Business) Analyst - Journeyman

Cognizance Technologies, LLC | Full time

Silver Spring, United States | Posted on 09/25/2026

The Functional (Business)
Analyst
- Journeyman supports one of the FDA Service Desks. This is not atraditional 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.

• 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 duedates.

• Support the structured Capture, Assess,Route/Resolve, and Evaluate workflow for requests received by Service Now,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 toolusage, 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, orproject 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.

• Collect, validate, analyze, and interpret
  
  Service
  
  Now 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.
• 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.

• Develop, maintain, and improve SOPs, workflows,support plans, knowledge articles, FAQs, quick-reference guides, training materials, response templates,…