Business Operations Analyst I

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver Tier 1 service desk support via the Freshservice queue, encompassing intake, triage, basic troubleshooting, resolution, and suitable escalation.

• Act as the primary point of contact for cross-functional users.

• Clarify business requirements and convert requests into actionable insights for technical or functional resources.

• Assess whether to troubleshoot independently, collect additional information, or escalate further.

• Communicate ticket status, next steps, priorities, and delivery expectations clearly.

• Handle assigned requests and competing priorities with effective follow-up, responsiveness, and documentation.

• Offer basic multi-system user support for access, navigation, functionality, and usage inquiries.

• Assist in optimizing Freshservice, including canned responses, service-level definitions, ticket categorization, knowledge-base articles, and self-service content.

• Record procedures and recurring solutions, contributing to knowledge-base and onboarding materials.

• Cultivate technical and business-process knowledge across Deltek Vantagepoint and other supported systems.

⛳️ Requirements

• Minimum of 1 year of experience.

• High school diploma required.

• Exceptional customer service and communication skills, capable of engaging effectively with both technical and non-technical users.

• Sound judgment, accountability, and ownership of assigned tasks.

• Well-organized and adept at managing multiple requests, priorities, and follow-ups efficiently.

• Resourceful and comfortable in researching issues and utilizing available documentation prior to escalation.

• Ability to work independently while collaborating effectively across departments in both remote and office settings.

• Highly coachable, inquisitive, and proactive in acquiring new knowledge and skills.

• Candidates must successfully pass a pre-employment drug test and background check before starting employment.

• Preferred: Experience in an IT help desk, application support, service desk, or similar ticket-based support environment.

• Preferred: Familiarity with Freshservice, ServiceNow, Jira Service Management, or a similar ticketing platform.

• Preferred: Exposure to ERP or enterprise business applications; experience with Deltek Vantagepoint is an advantage.

• Preferred: Experience in supporting cross-functional business teams or documenting procedures and knowledge-base content.

• Must possess U.S. work authorization.

🏝️ Benefits

• 100% employee-owned company.

• Enjoy benefits and perks associated with being a Dudekian (specific benefits are not detailed in this posting).

• Option for remote work.