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About the role
Softgile is looking for an IT Service Specialist to join our Service Team and help ensure that our internal business processes run smoothly, accurately, and efficiently.
The Service Team works across Sales, Finance, HR, Marketing, Operations, and Technical teams, supporting day-to-day operational requests, vendor and licensing processes, CRM data accuracy, quotations, reporting, and internal documentation.
This role requires more than simply processing incoming requests. We are looking for someone who takes ownership from request to resolution, can independently manage priorities, notices inconsistencies and potential risks, and looks for practical ways to improve the way things work.
What you’ll do
* Manage requests from internal teams through our service desk / ticketing system, ensuring proper prioritization, follow-up, and timely resolution.
* Support software licensing, subscriptions, and renewals, including coordination through vendor portals and partner programs.
* Prepare pricing calculations and quotations, including for Atlassian products such as Jira, Confluence, and related solutions.
* Maintain accurate and consistent data across CRM and internal systems, proactively identifying and resolving discrepancies.
* Coordinate operational requests involving vendors, licenses, subscriptions, and internal stakeholders.
* Prepare operational reports, status updates, and summaries for the Service Team and management.
* Maintain and continuously improve internal documentation, knowledge base articles, guidelines, and procedures.
* Identify opportunities to simplify, optimize, and automate internal workflows.
* Collaborate with different teams to ensure requests are completed accurately and within agreed timelines.
What we’re looking for
* 1+ year of experience in an IT company, preferably in service operations, support, back office, sales operations, or a similar function.
* Hands-on experience with CRM and ticketing / service desk systems.
* Strong working knowledge of Excel and/or Google Sheets and confidence working with structured data.
* Ability to independently prioritize and manage multiple requests in a dynamic environment.
* Strong attention to detail and the ability to identify data inconsistencies, process gaps, and potential risks.
* Good analytical and problem-solving skills.
* A strong sense of ownership and accountability, with the ability to take tasks from request through completion.
* English at B2+ level, with the ability to communicate with international vendors and work confidently with English-language platforms and documentation.
Nice to have
* Experience with Jira Service Management, Jira, or another ITSM platform.
* Experience working with vendor portals, partner programs, and software subscriptions.
* Knowledge of Atlassian products and licensing models.
* Experience preparing Atlassian quotations or licensing calculations.
* Basic understanding of software licensing, procurement, renewals, and billing processes in an IT environment.
* Experience improving or automating operational workflows.
What we offer
* Fully remote work. B2B contract
* Fixed monthly salary of $1,000—$1,500 gross.
* 24 days of paid annual leave, 6 paid sick days, 3 additional paid days off, plus public holidays.
* Company-provided equipment.
* Company-covered business travel for client meetings, partner events, and Atlassian-related activities when required.
* Access to professional training and certification programs, including Atlassian Sales and Implementation learning paths.
* Opportunities for professional and career growth within an international company.
* Exposure to international clients, enterprise environments, and complex IT projects.
* Collaboration with experienced Atlassian specialists, analysts, solution architects, project managers, and delivery professionals.
* A culture built around ownership, knowledge sharing, continuous improvement, flexibility, and professional development.
Who will succeed in this role
You are likely to succeed in this role if you enjoy bringing structure to operational work, are comfortable managing your own priorities, and naturally notice when something does not add up.
You do not simply close a ticket — you make sure the request has been resolved correctly, the relevant data is accurate, and the process works as intended.
If you enjoy working at the intersection of people, processes, systems, and data and want to grow your expertise in an international IT environment, we would be happy to hear from you.
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