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.

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.