Overview

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, 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

A Business Operations Analyst I provides front-line support for Dudek's Business Operations group through the Freshservice 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 Freshservice 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 escalate.
• 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 Freshservice 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: Highschool 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 support environment. Experience with Freshservice, ServiceNow, Jira Service Management, or a comparable ticketing platform. Exposure to ERP or enterprise business applications; experience with Deltek Vantagepoint is a plus. Experience supporting cross-functional business teams or documenting procedures and knowledge-base content.

Compensation: $32.64.00-$47.00 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!

• 💼LinkedIn
• 📸Instagram
• ▶️YouTube
• 🤝Dudek Talent Community

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.