Business Operations Analyst I

Dudek

3d • $31 - $37 • Remote

About The Position

The Business Operations Analyst I (Service Desk) is the front line of the Business Operations team — the first point of contact for firmwide business support requests. This role is responsible for managing the Freshservice service desk queue on behalf of the Business Operations Practice, ensuring that every request is triaged, tracked, routed, and resolved with care and consistency.
This role also supports other firmwide groups that utilize ticketing systems for service delivery, helping to standardize queue management practices across Dudek. It is an excellent entry point into business systems and operations for a curious, detail-oriented professional who enjoys problem-solving, clear communication, and helping colleagues across the firm get the support they need.
The mission of the Business Operations team is to remove friction in how work flows by connecting people, processes, and systems — ensuring standard approaches, trusted data, and prioritized improvements that support the entire organization.

Requirements

• 1+ year of experience in a service desk, helpdesk, customer support, or administrative operations role; equivalent internship or transferable experience considered.
• Familiarity with ticketing or queue management platforms (Freshservice, ServiceNow, Zendesk, Jira, or similar).
• Excellent written and verbal communication skills; professional, responsive, and customer-service oriented in all interactions.
• Strong attention to detail and follow-through; able to manage a high-volume queue without losing track of open items.
• Proficiency with Microsoft 365, including Outlook, Teams, Excel, and SharePoint.
• Genuine curiosity about business systems, operations, and how technology supports organizational efficiency; eagerness to grow within the Business Operations team.
• Must possess a valid driver’s license and have active personal automobile liability insurance by the first day of employment

Nice To Haves

• Experience with Freshservice or ITIL-based service desk frameworks a plus.
• Associate’s or Bachelor’s degree in Business, Information Systems, or a related field; or equivalent combination of education and work experience.
• Any exposure to ERP, HRIS, CRM, or other enterprise business systems is a plus.

Responsibilities

• Serve as the primary queue manager for the Business Operations Freshservice service desk, triaging incoming requests, assigning tickets to appropriate team members, tracking status, and ensuring SLA compliance.
• Provide Tier 1 support for common, well-defined business systems requests; resolve straightforward issues independently and escalate complex or unfamiliar issues with clear documentation and context.
• Support other firmwide service groups that utilize ticketing platforms by assisting with queue setup, workflow configuration, and consistent queue management practices.
• Maintain accurate ticket records, status updates, and resolution documentation in Freshservice; generate regular queue reports for the Business Operations Manager.
• Communicate clearly and professionally with requestors across the firm, setting expectations on timelines and keeping stakeholders informed throughout ticket resolution.
• Support the development and maintenance of a knowledge base and self-service resources to help employees resolve common requests independently.
• Learn the Business Operations systems portfolio and develop increasing capability to support Tier 1 requests across multiple platforms over time.
• Other special projects and assignments as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees