[Hiring] Business Operations Analyst I @Dudek

Role Description

A Business Operations Analyst I provides front-line support for Dudek's Business Operations group through the Freshservice queue. This role triages and resolves incoming support tickets, assists users with basic system needs, and contributes to the development and maintenance of Business Operations documentation and knowledge base resources. This is a full-time position that may be performed remotely.

• Provides Tier 1 service-desk support through the Freshservice queue, including intake, triage, basic troubleshooting, resolution, and appropriate escalation of Business Operations tickets.
• Serves as an initial point of contact for cross-functional users, helping clarify business needs and translate requests into actionable information for technical or functional resources.
• Uses sound judgment to determine appropriate next steps, including when to troubleshoot independently, gather additional information, or escalate.
• Communicates clearly with requesters regarding ticket status, next steps, priorities, and delivery expectations.
• Manages assigned requests and competing priorities while maintaining appropriate follow-up, responsiveness, and documentation.
• Provides basic multi-system user support, including access, navigation, functionality, and usage questions.
• Supports Freshservice optimization, including canned responses, service-level definitions, ticket categorization, knowledge-base articles, and self-service content.
• Documents procedures and recurring solutions and contributes to knowledge-base and onboarding materials.
• Progressively develops technical and business-process knowledge across Deltek Vantagepoint and other supported systems.

Qualifications

• Experience: 1+ years’ experience
• Education: High school diploma
• Strong customer-service and communication skills, with the ability to work effectively with both technical and nontechnical users.
• Demonstrated sound judgment, accountability, and ownership of assigned work.
• Organized and able to manage multiple requests, priorities, and follow-ups effectively.
• Resourceful and comfortable researching issues and using available documentation before escalating.
• Ability to work independently while partnering effectively across departments in both remote and office environments.
• Highly coachable, curious, and proactive in developing new knowledge and skills.

Requirements

• Experience in an IT help desk, application support, service desk, or similar ticket-based support environment.
• Experience with Freshservice, ServiceNow, Jira Service Management, or a comparable ticketing platform.
• Exposure to ERP or enterprise business applications; experience with Deltek Vantagepoint is a plus.
• Experience supporting cross-functional business teams or documenting procedures and knowledge-base content.

Benefits

• Compensation: $32.64-$47.00 hourly*
• Final agreed-upon compensation will be based on a variety of factors including, but not limited to, an individual’s related experience, education, certifications, skills, and work location.
• Successful candidates must pass a pre-employment drug test and background check prior to beginning employment.

Working Conditions

• This job operates in a remote or office-based environment and this role routinely uses standard office equipment such as computers, phones, printers, etc.

Physical Requirements

• Working on a computer, sitting, or standing for long periods of time in an office or remote office setting.
• Attending meetings, both in person and virtually, and speaking on the phone with peers, clients, etc.
• Specific vision abilities, including close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.