Business Operations Analyst I

🕒 6 days ago

🇺🇸 United States – Remote

💵 $32 - $37 / hour

⏰ Full Time

🟢 Junior

⚙️ Business Operations

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Dudek

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1980

💼 Consulting

🏗️ Construction

🏥 Healthcare

Consulting • Construction • Healthcare

Dudek is a multidisciplinary, employee‑owned environmental, planning, and engineering consulting firm that delivers projects to improve and protect the built and natural environment. The firm provides environmental planning, permitting, community and infrastructure planning, climate resilience, disaster recovery, water, energy, and transportation services for public- and private-sector clients across the United States. Dudek emphasizes sustainability, regulatory navigation, and technical expertise to advance resilient infrastructure and natural resource management.

📋 Description

• Provide Tier 1 service-desk support through the Freshservice queue, including intake, triage, basic troubleshooting, resolution, and appropriate escalation • Serve as an initial point of contact for cross-functional users • Clarify business needs and translate requests into actionable information for technical or functional resources • Determine whether to troubleshoot independently, gather additional information, or escalate • Communicate ticket status, next steps, priorities, and delivery expectations • Manage assigned requests and competing priorities with appropriate follow-up, responsiveness, and documentation • Provide basic multi-system user support for access, navigation, functionality, and usage questions • Support Freshservice optimization, including canned responses, service-level definitions, ticket categorization, knowledge-base articles, and self-service content • Document procedures and recurring solutions and contribute to knowledge-base and onboarding materials • Develop technical and business-process knowledge across Deltek Vantagepoint and other supported systems

🎯 Requirements

• 1+ years’ experience • High school diploma • Strong customer-service and communication skills, with the ability to work effectively with both technical and nontechnical users • 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 • Successful candidates must pass a pre-employment drug test and background check prior to beginning employment • Preferred: Experience in an IT help desk, application support, service desk, or similar ticket-based support environment • Preferred: Experience with Freshservice, ServiceNow, Jira Service Management, or a comparable ticketing platform • Preferred: Exposure to ERP or enterprise business applications; Deltek Vantagepoint experience is a plus • Preferred: Experience supporting cross-functional business teams or documenting procedures and knowledge-base content • Must have U.S. work authorization

🏖️ Benefits

• 100% employee-owned firm • Benefits and perks of being a Dudekian (specific benefits not listed in the posting) • Remote work option

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