Business Operations Analyst I
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About this role
Location(s): Multi-state
Practice/Department: Business Operations
Work Environment: Remote
Compensation: $31.25-$36.91 hourly*
Dudek’s journey began in 1980 with a vision to serve Southern California’s water and wastewater agencies.
Today, we are a 100% employee-owned firm supporting clients nationwide and delivering projects that improve and protect the built and natural environments of communities throughout the United States. Our work has been recognized by leading industry organizations, and we’ve been honored with multiple national Top Workplace Awards.
Our employee-owners are unified by a singular commitment to supporting projects that address key societal issues, such as the transition to renewable energy, infrastructure hardening and repair, environmental protection, and community resilience.
Learn more about our award-winning culture, the benefits and perks of being a Dudekian, and the projects you will have the opportunity to shape.
Position Overview:Who You Are
As an employee-owner, you embrace accountability, working safely, and collaboration while thinking resourcefully and independently.
Like all Dudekians, you are curious and solution-oriented, with the ability to adapt quickly to changes and approach challenges with a spirit of innovation.
How You’ll Make an Impact
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.
Duties and 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.
Minimum Qualifications
- 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
Preferred Qualifications
- 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.
Compensation: $31.25-$36.91 hourly*
*Final agreed-upon compensation will be based on a variety of factors including, but not limited to, an individual’s related experience, education, certifications, skills, and work location. Successful candidates must pass a pre-employment drug test and background check prior to beginning employment.
Working Conditions
- This job operates in a remote or office-based environment and this role routinely uses standard office equipment such as computers, phones, printers, etc.
Physical Requirements
The physical demands described here are representative of those that must be met to successfully perform the essential functions of the job. This job requires the following:
- Working on a computer, sitting, or standing for long periods of time in an office or remote office setting.
- Attending meetings, both in person and virtually, and speaking on the phone with peers, clients, etc.
- Specific vision abilities, including close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Connect with us!
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Dudek is committed to creating a workplace where all employees, regardless of their background, feel valued, respected, and have equal opportunities to succeed. We believe that a diverse and inclusive workforce is essential to our business success, and we are dedicated to fostering a culture where everyone can thrive. We are committed to fair and equitable processes, based on merit, free from any discrimination.
Dudek is genuinely committed to equal employment opportunities within our company and on our project teams. Dudek is also committed to compliance with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in Dudek’s operations and prohibits unlawful discrimination by any employee of Dudek, including supervisors and coworkers. Equal employment opportunities will be extended to all persons (including those with disability and veteran status) in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, compensation, benefits, discipline, layoff, recall, and termination. Any employee who violates this policy and Dudek’s commitment to equal employment opportunities will be subject to disciplinary action.
Dudek is a U.S.-based employer. All positions are based in the United States and require U.S. work authorization.