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.
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 — u
