[Remote] Business Operations Analyst I

Note: The job is a remote job and is open to candidates in USA. Dudek is a 100% employee-owned firm supporting clients nationwide and delivering projects that improve and protect the built and natural environments. The Business Operations Analyst I will manage the Freshservice service desk queue, providing Tier 1 support for business systems requests and ensuring efficient ticket resolution across the organization.ResponsibilitiesServe 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 complianceProvide Tier 1 support for common, well-defined business systems requests; resolve straightforward issues independently and escalate complex or unfamiliar issues with clear documentation and contextSupport other firmwide service groups that utilize ticketing platforms by assisting with queue setup, workflow configuration, and consistent queue management practicesMaintain accurate ticket records, status updates, and resolution documentation in Freshservice; generate regular queue reports for the Business Operations ManagerCommunicate clearly and professionally with requestors across the firm, setting expectations on timelines and keeping stakeholders informed throughout ticket resolutionSupport the development and maintenance of a knowledge base and self-service resources to help employees resolve common requests independentlyLearn the Business Operations systems portfolio and develop increasing capability to support Tier 1 requests across multiple platforms over timeOther special projects and assignments as requiredSkills1+ year of experience in a service desk, helpdesk, customer support, or administrative operations role; equivalent internship or transferable experience consideredFamiliarity 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 interactionsStrong attention to detail and follow-through; able to manage a high-volume queue without losing track of open itemsProficiency with Microsoft 365, including Outlook, Teams, Excel, and SharePointGenuine curiosity about business systems, operations, and how technology supports organizational efficiency; eagerness to grow within the Business Operations teamMust possess a valid driver's license and have active personal automobile liability insurance by the first day of employmentExperience with Freshservice or ITIL-based service desk frameworks a plusAssociate's or Bachelor's degree in Business, Information Systems, or a related field; or equivalent combination of education and work experienceAny exposure to ERP, HRIS, CRM, or other enterprise business systems is a plusCompany OverviewDudek is an environmental and engineering consulting firm providing services to client's projects. It was founded in 1980, and is headquartered in Encinitas, California, USA, with a workforce of 501-1000 employees. Its website is http://www.dudek.com.



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