[Hiring] Product Analyst @JLL

Role Description

We are looking for a Product Specialist to join our global IT team and provide day-to-day support for Enterprise Work Management products.

Key Responsibilities

• Provide day-to-day support for Enterprise Work Management products, including Smartsheet, Monday.com, Workfront, and Atlassian, during Americas region working hours.
• Independently resolve routine to moderately complex incidents, following established support procedures and service level agreements (SLAs).
• Manage and fulfill service requests, including user access, configuration changes, and how-to questions, within defined SLAs.
• Perform routine platform administration, including workspace setup, permissions, user provisioning, and license tracking.
• Apply product-level expertise to troubleshoot issues, identify recurring trends, and recommend fixes or workarounds.
• Partner with the vendor and JLL product leads on escalations, driving issues to resolution and contributing to root cause analysis for recurring or high-impact incidents.
• Track and document incidents, requests, and resolutions in the ticketing system, keeping users and stakeholders informed of status and next steps.
• Report on incident and request volumes, SLA performance, and recurring issues to product leads and stakeholders.
• Create and maintain product documentation, including FAQs, knowledge base articles, user guides, runbooks, and support procedures.
• Support user onboarding and training, helping users adopt product features and best practices.
• Coordinate with global support teams to ensure smooth handoffs and continuous coverage across regions.
• Monitor vendor release notes and planned product changes, and communicate impacts to users and platform owners.
• Test and validate vendor releases and configuration changes before they reach users, and report issues to the vendor.
• Identify opportunities for process improvement and automation to reduce recurring incidents and improve the user experience.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, a related field, or equivalent practical experience.
• At least 3-4 years of professional experience in IT application support, product support, or a related role.
• Hands-on experience supporting and troubleshooting Enterprise Work Management platforms such as Smartsheet, Monday.com, Workfront, or Atlassian (Jira, Confluence).
• Experience resolving incidents and fulfilling requests in an IT service management tool while meeting SLAs.
• Working knowledge of incident, request, and problem management practices, including root cause analysis.
• Experience working with software vendors on support cases and escalations.
• Ability to work independently and manage multiple priorities.
• Strong communication and collaboration skills, both verbal and written.
• Strong analytical, critical thinking, and troubleshooting skills.
• Availability to work US-based hours aligned to the Americas region.
• Preference will be given to candidates who have ITIL Foundation or vendor product certifications.

Location

Remote – Jalisco, MEX

Benefits

• If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.
• We’re interested in getting to know you and what you bring to the table!