Customer Intake, Triage and Queue Management

· Monitor and respond to requests received through ServiceNow queues, shared email, Microsoft Teams chat, telephone, virtual support sessions, and approved in-person channels.

· Gather customer contact information and relevant issue details; capture the request accurately in ServiceNow; determine impact, urgency, severity, and the appropriate support tier.

· Categorize, prioritize, assign, color-code or otherwise mark, track, and update tickets using established taxonomy, workflows, quality standards, and service procedures.

· Maintain clear ticket ownership, status, troubleshooting history, customer communications, dependencies, next actions, escalation paths, and closure documentation.

· Prioritize time-sensitive requests and provide timely acknowledgment and status updates consistent with applicable service-level expectations.

Tier 0, Tier 1 and Tier 2 Support

· Provide Tier 0 support by directing customers to approved training materials, knowledge articles, recordings, guides, demonstrations, FAQs, and other self-service resources.

· Provide Tier 1 support for account creation, study group registration, study and data access, initial tool access, provisioning and software-installation request intake, connectivity and login troubleshooting, and getting-started guidance.

· Provide Tier 2 support, within approved tool-specific boundaries, for issues not resolved at Tier 0 or Tier 1, including advanced troubleshooting, user coaching, analytical-tool guidance, and coordination with analysts or project teams.

· Use phone, email, Microsoft Teams, Zoom, screen sharing, virtual sessions, and periodic desk-side or onsite assistance to guide users and resolve issues.

· Provide general triage for FDA tools or services and route requests to the appropriate help desk, IT Call Center, project team, or support organization.

Escalation and Issue Coordination

· Document Tier 3 issues completely in ServiceNow and assign or route them to the responsible FDA, application, development, infrastructure, licensing, provisioning, or project support group.

· Report suspected system bugs in ServiceNow and, when required by the receiving development team, document and coordinate the issue in Jira.

· Track escalated issues, external dependencies, pause periods, customer actions, Government actions, and resolution progress through closure.

· Coordinate with technical SMEs and project teams while maintaining customer communication and avoiding unsupported scientific, regulatory, or policy determinations.

· Participate in daily analyst check-ins and weekly queue reviews to address complex requests, aging tickets, lessons learned, roadblocks, and next steps.

Customer Enablement and Communications

· Guide users through onboarding to FDA applications, services, training resources, and support channels.

· Provide clear, patient, accurate, and customer-focused assistance to reviewers with varying levels of technical experience.

· Prepare or distribute approved communications regarding outages, maintenance, service changes, new features, training, and operational updates.

· Support customer surveys, feedback collection, Microsoft Forms, SurveyMonkey activities, and follow-up communications as assigned.

· Promote user self-sufficiency while recognizing when direct analyst, project-team, or technical support is required.

Knowledge Management and Operational Documentation

· Create, maintain, and update SOPs, triage workflows, production support plans, knowledge articles, user guides, quick-reference guides, response templates, contact lists, escalation procedures, and tool-specific support materials.

· Maintain knowledge resources in SharePoint and OneNote and participate in quarterly documentation reviews and updates.

· Capture recurring questions, proven resolutions, support gaps, and lessons learned for incorporation into self-service and analyst resources.

· Support knowledge transfer, shadowing, cross-training, and onboarding of new analysts to preserve operational continuity.

· Apply established quality-control checks so customer-facing content is accurate, clear, accessible, and includes working links.

Reporting and Continuous Improvement

· Maintain complete, consistent, and reportable ServiceNow data to support operational metrics, trend analysis, SLA monitoring, and Power BI dashboards.

· Identify recurring issues, high-volume request types, customer pain points, knowledge gaps, workflow inefficiencies, and opportunities for training or automation.

· Contribute dashboard inputs, operational reports, service metrics, and customer-experience findings.

· Recommend practical improvements to ticket handling, communications, knowledge resources, routing, and user support.

· Use approved Microsoft Forms, Power Automate, Power BI, and other tools to support efficient, repeatable service delivery.

· Use FDA-approved AI-assisted capabilities only within approved boundaries. Validate recommendations and generated content before use; human personnel remain responsible for final classifications, communications, guidance, and decisions.

Support for New Tools and Services

· Participate in capability assessments, knowledge-transfer sessions, demonstrations, readiness reviews, and scenario-based training for new tools or services.

· Help validate intake methods, request types, ticket categories, workflows, routing rules, escalation paths, support contacts, customer communications, and knowledge resources.

· Monitor early support activity and provide feedback on operational gaps, unexpected request patterns, and documentation needs.

· Assist with transition of approved capabilities into steady-state Service Desk operations.

Service-Level and Severity Expectations

Requirements

Required Qualifications

Technical Skills

· ServiceNow or an equivalent enterprise ticket-management platform.

· Microsoft 365, including Outlook, Teams, SharePoint, OneNote, Word, Excel, and PowerPoint.

· Virtual collaboration and remote-support tools, including Microsoft Teams, Zoom, and screen sharing.

· Knowledge repositories, ticket taxonomies, triage workflows, escalation procedures, and customer-support best practices.

· Basic reporting and data-quality skills; familiarity with Power BI, Microsoft Forms, SurveyMonkey, Power Automate, or Jira is desirable.

· Ability to learn specialized scientific computing tools, data environments, reviewer workflows, training resources, and tool-specific support boundaries.

Preferred Qualifications

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

· Experience supporting scientific, clinical, analytical, regulatory-review, or similarly specialized applications and user communities.

· Working knowledge of ITIL incident, request, escalation, knowledge, and continual-improvement practices.

· Experience supporting account provisioning, application access, study or data access, analytical tools, or regulated data environments.

· Familiarity with Section 508/WCAG accessibility, Federal records management, and handling of sensitive Government information.

· Experience supporting new-service onboarding, user training, surveys, customer communications, or workflow automation.