[Hiring] Professional, Product Support @JLL

Role Description

The Corporate Functions Technology Finance team is recruiting a new role to support our single Global instance of PeopleSoft 9.2, operating across 80+ countries with annual revenue exceeding $20B.

The CFT Finance Global Production team is responsible for serving as a critical specialist for JLL's PeopleSoft 9.2 Financial Management platform within the IT organization. This role ensures seamless business continuity through proactive system monitoring, rapid issue resolution, and comprehensive support for critical financial processes.

Key Responsibilities:

• Production Support & System Maintenance
  • Issue Resolution: Analyse and resolve complex production issues within PeopleSoft Financial Modules, performing root cause analysis and implementing permanent fixes to prevent recurrence.
  • System Monitoring: Proactively monitor system performance, data integrity, and user experience to identify and address potential issues before they impact business operations.
  • Incident Management: Respond to user-reported issues, prioritize based on business impact, and coordinate with technical teams to ensure timely resolution.
  • Configuration Management: Review, test, and implement system configuration changes to optimize performance and meet evolving business requirements including 3rd party finance applications.
  • Batch Monitoring: Monitor and validate scheduled processes for optimal performance and reliability, proactively identifying inefficiencies or failures and escalating critical issues to appropriate technical teams and business stakeholders with detailed analysis and recommended remediation steps.
  • Platform Monitoring: Conduct first-level analysis of system slowdowns and failures, performing initial diagnostic assessments and root cause identification to provide comprehensive issue summaries and technical findings to escalation teams for advanced resolution.
• Business Analysis & System Enhancement
  • Requirements Gathering: Partner with finance and accounting teams to understand business needs and translate them into detailed functional specifications for system enhancements.
  • Gap Analysis: Evaluate current system capabilities against business requirements, identifying solutions through configuration changes, customizations, or new functionality.
  • Impact Assessment: Analyse the technical and business impact of proposed changes, ensuring compatibility with existing integrations and workflows.
  • Enhancement Support: Participate in PeopleSoft enhancement initiatives, providing functional expertise during requirements, design, and testing phases.
  • System Implementation Support: Contribute to rollout of new modules, features, and functionality across multiple business units and geographic regions.
  • Integration Analysis: Collaborate with technical teams to analyse requirements for interfaces between PeopleSoft and external systems.
  • Documentation: Create and maintain comprehensive functional specifications, system documentation, and process guides.
• Testing & Quality Assurance
  • User Acceptance Testing: Design, coordinate, and execute comprehensive UAT programs for system changes and enhancements.
  • Test Planning: Develop test scenarios, test data, and validation criteria to ensure system changes meet business requirements.
  • Regression Testing: Perform thorough testing to ensure new changes don't negatively impact existing functionality.
  • Data Validation: Verify data accuracy and integrity following system changes or data migrations.
• User Support & Training
  • End-User Support: Provide expert-level support to business users, troubleshooting issues and providing guidance on system functionality.
  • Training Development: Create training materials, user guides, and documentation to support system adoption and user proficiency.
  • Knowledge Transfer: Mentor junior team members and share expertise with other IT teams supporting PeopleSoft environments.
  • System Expertise: Serve as the subject matter expert for PeopleSoft Financial Modules within the IT organization.
• Technical Analysis & Optimization
  • Performance Analysis: Monitor and analyse system performance metrics, identifying opportunities for optimization and efficiency improvements.
  • Incident Response: Serve as first-line technical responder for user requests, system alerts, and operational issues, providing immediate analysis and resolution while collaborating with Level 2+ teams on escalated P2 and P1 incidents.
  • Performance Optimization: Apply techno-functional expertise to optimize system performance and user experience, conducting comprehensive technical assessments that bridge business requirements with technical solutions and support continuous improvement initiatives.
  • Data Analysis: Utilize SQL, PSQuery, and other tools to investigate data issues, perform system analysis, and support troubleshooting efforts.
  • Process Improvement: Identify opportunities to streamline business processes through system configuration changes and automation.
  • Vendor Coordination: Interface with Oracle support and third-party vendors to resolve technical issues and evaluate new functionality.

Qualifications

• 3-5 years supporting PeopleSoft Financial Management 9.2 in enterprise IT environment.
• Bachelor's degree in Information Systems, Computer Science, Business Administration, or related field.
• Deep functional knowledge of PeopleSoft FSCM 9.2 modules with expertise in production support methodologies.
• Experience with system monitoring and incident management.
• SQL skills and PSQuery experience for rapid troubleshooting and data analysis.
• Strong understanding of financial close processes and month-end support requirements.
• Excellent communication and incident management capabilities.
• Proven ability to work under pressure during critical business periods.

Preferred Qualifications

• PeopleSoft certifications in Financial Management.
• Experience with process automation tools and emerging technologies including GenAI applications for IT support.
• Background in predictive analytics and proactive monitoring solutions.
• Experience mentoring technical teams and leading cross-functional initiatives.
• JLL systems and process experience.

Location

Remote – Bengaluru, KA

Scheduled Weekly Hours

40

Success Metrics & Performance Standards

• System Reliability: 99.8% uptime, 15-minute response time for critical issues.
• Close Support: 100% on-time closes with zero system delays, 95% user satisfaction.
• Issue Resolution: 95% SLA compliance, 90% stakeholder satisfaction.
• Innovation: 30% reduction in manual effort through automation.
• Collaboration: 100% deliverable completion, 90% estimate accuracy.