Business Operations Analyst I

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.

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

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
• 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