Business Operations Analyst

Location(s):
United States
Practice/Department:
Business Operations
Work Environment:
Remote
Compensation: $32.64-$37 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, andwe’vebeen honored with multiple national Top Workplace Awards.

Our employee-ownersare 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 aDudekian, and the
projects
you will have the opportunity to shape.

Who You Are

As an
employee-owner
, you embrace accountability, working safely, andcollaborationwhile 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’llMake an Impact

A Business Operations Analyst I provides front-line support for Dudek's Business Operations group through the Fresh service queue. This role triages and resolves incoming support tickets, assists users with basic system needs, and contributes to the development and maintenance of Business Operations documentation and knowledge base resources.

This is a full-time position that may be performed remotely.

Duties and Responsibilities

• Provides Tier 1 service-desk support through the Fresh service queue, including intake, triage, basic troubleshooting, resolution, and appropriate escalation of Business Operations tickets.

• Serves as an initial point of contact for cross-functional users, helping clarify business needs and translate requests into actionable information for technical or functional resources.

• Uses sound judgment to determine appropriate next steps, including when to troubleshoot independently, gather additional information, or upscale.

• Communicates clearly with requesters regarding ticket status, next steps, priorities, and delivery expectations.

• Manages assigned requests and competing priorities while maintaining appropriate follow-up, responsiveness, and documentation.

• Provides basic multi-system user support, including access, navigation, functionality, and usage questions.

• Supports Fresh service optimization, including canned responses, service-level definitions, ticket categorization, knowledge-base articles, and self-service content.

• Documents procedures and recurring solutions and contributes to knowledge-base and onboarding materials.

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

Minimum Qualifications

• Experience:
  
  1+ years’ experience

• Education:
  
  High school diploma

• Strong customer-service and communication skills, with the ability to work effectively with both technical and nontechnical users.

• Demonstrated sound judgment, accountability, and ownership of assigned work.

• Organized and able to manage multiple requests, priorities, and follow-ups effectively.

• Resourceful and comfortable researching issues and using available documentation before escalating.

• Ability to work independently while partnering effectively across departments in both remote and office environments.

• Highly coachable, curious, and proactive in developing new knowledge and skills.

Preferred Qualifications

• Experience in an IT help desk, application support, service desk, or similar ticket-based…