Business Operations Analyst I

Position overview

Duties and responsibilities

• Provide Tier 1 support through Freshservice, handling ticket intake, triage, basic troubleshooting, resolution, and escalation.
• Clarify user needs and translate requests into actionable information for technical or functional resources.
• Use judgment to troubleshoot, gather information, or escalate as appropriate.
• Keep requesters informed about ticket status, priorities, next steps, and delivery expectations.
• Manage requests, competing priorities, follow-up, responsiveness, and documentation.
• Support users with access, navigation, functionality, and usage questions across multiple systems.
• Help optimize Freshservice settings, ticket categories, service-level definitions, canned responses, knowledge-base articles, and self-service content.
• Document procedures and recurring solutions and contribute to knowledge-base and onboarding materials.
• Develop knowledge of Deltek Vantagepoint and other supported systems.

Minimum qualifications

• At least one year of experience.
• High school diploma.
• Strong customer-service and communication skills for working with technical and nontechnical users.
• Sound judgment, accountability, ownership, organization, and follow-through.
• Able to research issues using available documentation, manage competing priorities, and work independently with cross-functional partners.
• Proactive and willing to develop new knowledge and skills.

Preferred qualifications

• IT help desk, application support, service desk, or similar ticket-based support experience is preferred.
• Freshservice, ServiceNow, Jira Service Management, or comparable ticketing platform experience is preferred.
• ERP or enterprise business application exposure is preferred; Deltek Vantagepoint is a plus.
• Cross-functional business support or procedure and knowledge-base documentation experience is preferred.

Compensation

• The overview lists compensation of $32.64–$37 per hour; a later compensation section lists $32.64–$47 per hour.
• Final compensation depends on factors including experience, education, certifications, skills, and work location.

Working conditions

• The role operates in a remote or office-based environment and routinely uses standard office equipment.

Additional conditions