.png)
- Remote, Serbia
- Remote
- Full-time
- Full-time B2B contract
- 2+ years
ServiceDesk Engineer
Responsibilities
- Own and improve the ticket flow between CRM and Jira: statuses, routing, escalation rules between L1, L2 and engineering teams
- Keep ticket classification and SLA targets accurate (issue types, categories, responsible teams) and fix gaps in the data
- Find where tickets get stuck, bounce back or breach SLA, and turn findings into process changes or clear tasks for engineering
- Work with frontline and engineering teams on intake quality: what a good escalation looks like and how to give feedback
- Automate routine steps in CRM procedures and Jira (automation rules, scripts)
Requirements
- Nice to have: Node.js
- Nice to have: Postgres
- Nice to have: Jira administration
- Nice to have: Jira Service Management
- Nice to have: Jira Assets