Business Operations Analyst I

Dudek is hiring a Business Operations Analyst I to provide front-line support for its Business Operations group through the Freshservice queue. The role triages and resolves support tickets, assists users with system needs, and maintains documentation and knowledge-base resources.

Responsibilities:

• 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

Requirements:

• 1+ years' experience
• Highschool 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
• All positions are based in the United States and require U.S. work authorization
• 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