JLL empowers you to shape a brighter way.

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

The Senior Analyst - Applications Support plays a pivotal role in supporting and optimizing specific products or related product groups within the JLL Technologies ecosystem, with a primary focus on Salesforce and Certinia Administration. This multifaceted position encompasses various levels of expertise and is dedicated to delivering exceptional user support, demonstrating in-depth product knowledge, and actively contributing to the ongoing enhancement of our cutting-edge technology solutions. The ideal candidate will possess a passion for innovation and a commitment to driving continuous improvement in our technological landscape.

Key Responsibilities:

User Support and Issue Resolution:

• Respond to and resolve user support cases, chats, and phone calls for assigned products
• Manage case workflows in service tools, including escalations and feedback loops
• Deliver against operational service benchmarks (response time, handle time, resolution time, CSAT scores)

Product Expertise and Knowledge Management:

• Maintain in-depth knowledge of supported products, including core functionality, roadmaps, and workflows
• Create and update documentation, knowledge articles, and training materials
• Participate in UAT testing and provide input on product improvements

Data Integrity and System Administration:

• Ensure efficiency and accuracy in data capture within products and downstream reporting
• Manage technology onboarding for new hires and offboarding for terminated employees
• Perform administrative tasks in support of the product support organization

Continuous Improvement and Innovation:

• Utilize Generative AI, specifically JLL GPT, to enhance support processes and project delivery
• Contribute to the development of best practices and process improvements
• Participate in product rollouts, training, and support planning

Collaboration and Communication:

• Work with cross-functional teams to resolve complex issues and improve user experience
• Provide seamless communication between end-users and technical teams
• Mentor and train junior team members (for senior roles)

Qualifications and Experience:

• 1-5+ years of product support, real estate, or relevant industry experience (depending on level)
• Salesforce / Certinia Administration required
• Strong knowledge of Microsoft Office suite, with advanced Excel skills preferred
• Familiarity with support tools such as ServiceNow, Jira, Azure DevOps preferred
• ITIL Foundations certification preferred
• Experience with real estate technology and applications is a plus

Core Skills and Attributes:

• Excellent problem-solving and troubleshooting abilities
• Strong communication and interpersonal skills
• Customer-focused mindset with a commitment to service excellence
• Ability to work independently and as part of a team
• Adaptability and willingness to learn new technologies
• Attention to detail and organizational skills
• Sense of urgency and ability to manage multiple priorities

Location:

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

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Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.