Functional (Business) Analyst - Journeyman

Zohorecruit; Silver Spring (MD); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

PPO/HMO Health Plan

Job summary

Cognizance Technologies, LLC is seeking a Functional (Business) Analyst - Journeyman in Silver Spring, MD. The role blends operational business analysis with Tier 2 support, reporting, knowledge management, and continuous improvement for FDA-related tools and data environments.

The analyst translates operational needs into practical workflows and documentation, coordinating with FDA stakeholders and project teams to enhance reviewer productivity and service quality.

Qualifications

• Bachelor's degree in Business Administration, Information Systems, Computer Science, Information Technology, Health Informatics, Data Analytics, or a related discipline.
• Four to seven years of professional experience in business analysis, IT service management, operations analysis, or related work.
• Experience supporting a Service Desk or IT operations environment with ticket analysis and escalation coordination.
• Hands-on experience with reporting, dashboards, and data visualization using operational data.
• Ability to produce clear SOPs, workflows, knowledge articles, and stakeholder communications.
• Strong facilitation and cross-functional collaboration skills; ability to satisfy FDA/HHS suitability requirements.

Responsibilities

• Analyze service processes and customer journeys to improve reviewer experience.
• Coordinate requirements discussions with FDA stakeholders and service desk personnel.
• Define objectives, routing rules, and performance measures for support workflows.
• Develop Power BI dashboards and recurring/ad hoc reports addressing service metrics.
• Prepare staff through knowledge transfer and scenario-based exercises before operationa launches.

Education

Bachelor's degree in Business Administration, Information Systems, Computer Science, Information Technology, Health Informatics, Data Analytics, or a related discipline

Tools

ServiceNow

Power BI

Power Automate

Microsoft Forms

SurveyMonkey

SharePoint

OneNote

Jira

Microsoft Teams

Microsoft 365

Job description

Cognizance Technologies, LLC | Full time

Functional (Business) Analyst - Journeyman

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 businessanalysis, advanced Tier 2 support, service reporting, knowledge management,workflow refinement, capability onboarding, stakeholder coordination, andcontinuous improvement for scientific computing tools, services, and dataenvironments used by FDA reviewers and project teams.

The analyst connects day-to-dayService 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 reviewerproductivity, 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, operationalreviews, working sessions, and capability assessments with FDA stakeholders,project teams, Service Desk personnel, and technical support groups.
• Define and document service objectives, supportrequirements, success criteria, request types, roles, routing rules,operational risks, and performance measures.
• Translate complex technical andscientific-support concepts into clear, actionable language and visual processdocumentation for diverse audiences.
• Support meeting preparation and follow-up byorganizing agenda content, decisions, risks, action items, owners, and duedates.

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 complexissue coordination within approved support boundaries for FDA tools andservices.
• Assist with issues involving analytical toolusage, study data access, reviewer workflows, user enablement, recurringservice problems, and cross-team dependencies.
• Review open requests, escalations, ticketquality, aging items, roadblocks, ownership, next actions, and customer statusupdates.
• Coordinate Tier 3 issues with the appropriateFDA, application, development, infrastructure, licensing, provisioning, orproject support organization and track progress through closure.
• Help maintain operating coverage and continuityduring demand spikes, staff absences, new capability launches, major releases,and submission-driven surges.

Reporting, Metrics and Operational Insights

• Collect, validate, analyze, and interpretServiceNow ticket data, customer feedback, analyst observations, and otherapproved operational information.
• Develop and maintain Power BI dashboards,recurring and ad hoc reports, KPI definitions, and data visualizationsaddressing service volume, response and resolution trends, workload, recurringissues, tool adoption, customer experience, and operational risk.
• Apply quality checks to ticket categorizationand reporting data to identify missing, inconsistent, or anomalous information.
• Identify patterns, knowledge gaps, bottlenecks,emerging support needs, training opportunities, and candidates for workflowimprovement or automation.
• Prepare decision-ready findings and actionablerecommendations 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, trainingmaterials, response templates, contact lists, and business processdocumentation.
• Maintain organized, searchable knowledgerepositories in SharePoint and OneNote and perform quarterly reviews andupdates as directed.
• Convert recurring issues and operational lessonsinto reusable self-service and analyst-support content.
• Support analyst onboarding, shadowing,cross-training, scenario exercises, knowledge transfer, and continuitydocumentation.
• Ensure customer-facing electronic content isclear, accurate, editable, and prepared in accordance with applicable Section508 requirements.

Communications, Surveys and Customer Experience

• Draft and quality-check customer communicationsconcerning outages, maintenance, service changes, new tool features, training,and operational updates.
• Support survey requirements gathering, questiondevelopment, testing, deployment, analysis, and reporting using Microsoft Formsand SurveyMonkey.
• Use customer feedback and service data toidentify opportunities to improve reviewer experience, awareness, adoption, andself-sufficiency.
• Support change management, user adoption, officehours, demonstrations, and stakeholder outreach, as assigned.

Capability Onboarding and Process Improvement

• Assess new tools, services, or capabilities forintake, triage, escalation, staffing, knowledge, reporting, communication, andtraining needs.
• Design or refine ServiceNow taxonomy, workflows,request categories, routing, support boundaries, escalation paths, servicecatalog content, and readiness criteria.
• Prepare staff through knowledge transfer, SOPreviews, demonstrations, and scenario-based exercises before operationallaunch.
• Monitor early support activity, gather feedback,identify gaps, and help transition approved capabilities into steady-stateoperations.
• Support Microsoft Power Automate, MicrosoftForms, Power BI, and other approved automation or analytics solutions thatimprove consistency and reduce manual effort.
• Where FDA-approved AI assistance is used,monitor usage and knowledge gaps, support functional tuning, and validateoutputs before operational use. Human personnel retain responsibility forcustomer communications, technical guidance, and final recommendations.

Requirements

Required Qualifications

CATEGORY

REQUIREMENT

Education

Bachelor's degree in Business Administration, InformationSystems, Computer Science, Information Technology, Health Informatics, DataAnalytics, or a related discipline. An equivalent combination of educationand directly relevant experience may be considered.

Experience

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

Service Operations

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

Analysis

Experience gathering and documenting requirements; mappingprocesses and workflows; analyzing trends and root causes; and translatingfindings into practical recommendations.

Reporting

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

Documentation

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

Communication

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

Ability to satisfy FDA/HHS suitability, identitycredentialing, mandatory training, nondisclosure, information security,privacy, records management, and rules‑of‑behavior requirements applicable tothe position.

Preferred Qualifications

• FDA, NIH, HHS, or other Federal health agencyexperience.
• Experience in a scientific, clinical,regulatory, public-health, or similarly complex environment.
• Working knowledge of ITIL service managementprinciples and incident, request, problem, knowledge, and continual‑improvementpractices.
• Experience with ServiceNow, Power BI, PowerAutomate, Microsoft Forms, SurveyMonkey, SharePoint, OneNote, Jira, MicrosoftTeams, and Microsoft 365.
• Experience onboarding new services orapplications into an operational support model.
• Familiarity with Agile methods, human‑centereddesign, process improvement, change management, and customer journey analysis.
• Knowledge of Section 508/WCAG accessibility andFederal records management expectations.
• Experience using governed automation orAI‑assisted capabilities with documented human review and validation.

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