ABOUT BRIGHTFIN
brightfin is a revolutionary, subscription-based software provider of Technology Expense Management and Digital Workplace Solutions. Built natively on ServiceNow, brightfin helps companies centralize and manage IT assets and expenses across mobile, telecom, and cloud. We partner with enterprises and government agencies globally to deliver cost savings, deep insights, and efficiency through automated workflows.
We are an equal opportunity employer and strongly encourage applications from veterans, active military personnel, and individuals with disabilities.
ABOUT THE ROLE
The Catalog Specialist is responsible for building, maintaining, and quality-assuring mobile device catalogs for brightfin's clients with mobile procurement (ServiceNow-based). The roleis a mix of technical catalog administration and client-facing support: the Specialist receives and processes customer requests for catalog changes, works directly with telecom carriers to validate product availability and pricing, and ensures that the right devices, accessories, service plans, and features are accurately reflected in each client's custom catalog on their dedicated instance.
The Specialist operates primarily with brightfin's Golden Catalog — a centralized, provider-specific repository of all telecom products — and copies or exports catalog items to client-specific (domain) instances, maintaining strict accuracy in pricing, compatibility configurations, and user-group visibility settings.
Work is performed daily in ServiceNow instances (Dev, Test, and Production environments) and Microsoft Excel, using both manual creation workflows and XML-based import/export pipelines.
WHAT YOU'LL DO
1. Incident & Task Management
- Receive, triage, and process catalog-related incidents and catalog review tasks in a timely manner, treating incidents as the highest priority item each day.
- Monitor the incidents tab at the start of each shift for newly created catalog requests; proactively send follow-ups and keep clients informed of progress.
- Update incidents with accurate status notes throughout the lifecycle of a request, and track all catalog-related work in Dev Times.
2. Quality Assurance & Portal Verification
- After creating or updating catalog items, verify correctness on both the Telecom Portal and the Service Portal across Dev, Test, and Production instances, checking:
- All devices and accessories are present with correct images
- Prices are displayed accurately
- Compatible plans, features, and accessories are correctly linked and visible
- Validate device and plan availability, descriptions, and pricing directly on carrier/provider portals or via email correspondence with carrier representatives.
- At the end of each shift, review all "In Progress" orders to confirm correct statuses before logging off. Flag any API requests sent within the last hour of the shift for first-thing review the following morning.
5. Client Communication
- Serve as a point of contact for clients regarding catalog-related inquiries and incidents; communicate professionally and proactively via email.
- Coordinate with Telecom Admins for approvals required as part of catalog reviews.
- Exercise strict data confidentiality: verify recipient details (company, email address, carrier representative) before sending any communication.
TYPICAL DAILY WORK STRUCTURE
- While specific tasks vary, a standard workday follows this sequence:
- Check the incidents tab for new catalog-related incidents.
- Review email replies for any urgent items or replies.
- Check and process any due catalog review follow-ups.
- Work through assigned incidents (highest priority) and catalog review tasks as distributed by Lead or Senior agent.
- Notify Lead upon task completion and ask for additional work if the queue is clear.
- Before log-off: verify all "In Progress" items are in correct statuses.
TOOLS & SYSTEM
- ServiceNow (client instances: Dev, Test, Production) — primary platform for catalog, management, incident processing, and order verification
- brightfin Golden Catalog — centralized source for copying catalog items to client domains
- Microsoft Excel — used for catalog review files, data preparation, and reporting
- XML import/export pipeline — for bulk catalog updates and FX price list management
- Carrier/provider portals — for verifying device availability, descriptions, and pricing
MINIMUM QUALIFICATIONS
- 2+ years of experience in high-volume order processing, data entry, or operations
- English — Upper-Intermediate or higher: you communicate confidently in writing and verbally with clients and teammates
SKILLS & ABILITIES
- Strong organizational skills and high attention to detail
- Ability to multitask across multiple screens and systems
- Excellent time management and prioritization
- Proficiency in Microsoft Excel and similar tools
- Ability to capture and document processes clearly
- Strong analytical skills — able to spot errors and derive insights from data
- Problem-solving mindset with the ability to resolve issues quickly
- Exceptional interpersonal and communication skills
- Nice to have: customer support experience and English-language client communication
- Nice to have: ServiceNow experience
- Nice to have: background in mobility / telecom — we're happy to train
IMPORTANT DETAILS
- Fully remote position
- Working hours: Monday–Friday, 11:00 AM–8:00 PM Kyiv Time with a 1-hour break.
- We work on public holidays — please consider this before applying. Exceptions: Christmas and New Year are usually not working days or there is a need in only partial coverage.
WHAT WE OFFER
- Medical insurance — after successful completion of the probationary period
- Equipment — we set up everything you need to work comfortably from home
- Full FOP administration — we handle all administrative matters related to your business entity
- Unlimited paid time off — coordinated with your team; we trust you to manage your time responsibly. Shift changes are subject to Lead/Manager approval, provided they do not negatively impact team continuity.
- Annual salary review — based on performance review outcomes
- Parental leave — we support you through every stage of life
- Comfortable remote setup — we care about your day-to-day work experience
brightfin is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, age, or other characteristics protected by applicable law.
India