Business Operations Analyst I

Dudek • Remote,

3d • $33 - $47 • Remote

About The Position

The Business Operations Analyst I provides front-line support for Dudek’s Business Operations group through the Freshservice queue. The 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.

The successful candidate is accountable, collaborative, resourceful, and able to work independently while adapting to change. They support technical and nontechnical users, manage multiple requests, and progressively build knowledge of Deltek Vantagepoint and other supported systems.

The position operates in a remote or office-based environment and routinely uses standard office equipment. Candidates must pass a pre-employment drug test and background check and have U.S. work authorization.

Requirements

• At least 1 year of experience.
• High school diploma.
• Strong customer-service and communication skills, including the ability to work effectively with technical and nontechnical users.
• Sound judgment, accountability, and ownership of assigned work.
• Organization and ability to manage multiple requests, priorities, and follow-ups effectively.
• Resourcefulness and comfort researching issues and using available documentation before escalating.
• Ability to work independently and partner effectively across departments in remote and office environments.
• Coachability, curiosity, and a proactive approach to developing new knowledge and skills.
• Must pass a pre-employment drug test and background check.
• U.S. work authorization is required.

Nice To Haves

• 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; Deltek Vantagepoint experience is a plus.
• Experience supporting cross-functional business teams or documenting procedures and knowledge-base content.

Responsibilities

• Provide Tier 1 service-desk support through the Freshservice queue, including intake, triage, basic troubleshooting, resolution, and appropriate escalation of Business Operations tickets.
• 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 appropriate next steps, including when to troubleshoot independently, gather additional information, or escalate.
• Communicate ticket status, next steps, priorities, and delivery expectations to requesters.
• Manage assigned requests and competing priorities while maintaining follow-up, responsiveness, and documentation.
• Provide basic multi-system user support, including 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED