About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 91,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
The Product Specialist supports the Product Operations team in driving specialized product expertise for strategic product(s) in our JLL/T Core Product organization. You will be responsible for providing product subject matter expertise, technology operations guidance, and business facing support of a strategic product within Core, which encompasses JLL’s entire $18B business. The Product Specialist works in a strategic product to standardize quality of care, knowledge management, subject matter expertise, and bridging the user facing experience across JLL/T stakeholders.
As a Product Specialist you will be responsible for:
· Actively resolves an assigned queue of user facing support cases/chats/phone calls of supported product(s); additionally, manages all back-end hand-offs and provides one seamless message/resolution touchpoint to the end-user
· Provides training on product features as requested by end-users
· Maintains in-depth expertise of supported product, including core functionality/basic non-dev system admin functions of product, an understanding of product roadmap, delivery, and release cycles, UAT testing protocols (product dependent), outage and communication protocols, engineering and change management touchpoints/hand-offs, and case queue workflows
· Influences updates to business application best practices to enable continuous improvement, user experience consistency, and efficiency/accuracy in capturing relevant business data of supported business line(s)/function(s)
· Continuously builds and maintains in-depth knowledge of how business functions, processes, system integrations, and workflows align to the use of supported Core Products
· Responsible for turning processes into action, accelerates hand-offs between product stakeholders to resolve issues
· Translates business requirements/feedback through the enhancement/defect process for technical team members informing the product delivery process, as required
· Shepherds escalation protocols in back-end, while maintaining a seamless experience for the end-user
· Responsible for providing input and insight into internal training materials and user guides to ensure a consistent experience for end users
· Documents case resolution and leverages existing documentation to ensure a consistent experience for end users
· Intermediate knowledge of custom report development for ad hoc requests, auditing and verification of data
· Works with other product specialists to actively improve messaging consistency and efficiency of issue resolution
· Completes any and all other duties and tasks assigned
SOFT SKILLS
· Commitment to Excellence in customer service [documented example and letter of recommendation required]; going the extra mile is standard
· Excellent interpersonal, communication, problem-solving and organizational skills.
· Driven by sense of urgency, evidenced by swift response times to issues raised through resolution
· Ability to work independently, unsupervised, and as a team player
QUALIFICATIONS
· Intermediate to advanced knowledge of Microsoft office suite (Word, Excel, Outlook, Visio)
· Basic knowledge in SQL/SOQL for querying large datasets; or willingness to learn
· Willingness and ability to learn new or tangential technology products to supported product(s) (i.e. Tableau, CRM)
· Knowledge of Azure devOps, ServiceNow, and Salesforce is preferred
· Certification as a product admin is preferred where applicable
EDUCATION
· Undergraduate degree in a business or technology related field (i.e. Finance, Real Estate, Application Support, Data)
· 1+ years of customer support experience
· 2+ year(s) of experience in supported business lines or functions; less accepted with an accompanied recommendation
What you can expect from us
We succeed together and believe the best inspire the best, so we invest in supporting each other, learning together and celebrating our success.
Our Total Rewards program reflects our commitment to helping you achieve your career ambitions, recognizing your contributions, investing in your well-being and providing competitive benefits and pay.
We can’t wait to see where your ambitions take you at JLL. Apply today!
JLL Privacy Notice
Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
For more information about how JLL processes your personal data, please view our .
For additional details please see our career site pages for each country.
For employees in the United States, please see a fully copy of our Equal Employment Opportunity and Affirmative Action policy .
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 email us at . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our page
I want to work for JLL.
Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.
Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.
Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.
California Residents only
If you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view our which describes your rights and disclosures about your personal information. If you are viewing this on a mobile device you may want to view the CCPA version on a larger device.
Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 91,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
The Product Specialist supports the Product Operations team in driving specialized product expertise for strategic product(s) in our JLL/T Core Product organization. You will be responsible for providing product subject matter expertise, technology operations guidance, and business facing support of a strategic product within Core, which encompasses JLL’s entire $18B business. The Product Specialist works in a strategic product to standardize quality of care, knowledge management, subject matter expertise, and bridging the user facing experience across JLL/T stakeholders.
As a Product Specialist you will be responsible for:
· Actively resolves an assigned queue of user facing support cases/chats/phone calls of supported product(s); additionally, manages all back-end hand-offs and provides one seamless message/resolution touchpoint to the end-user
· Provides training on product features as requested by end-users
· Maintains in-depth expertise of supported product, including core functionality/basic non-dev system admin functions of product, an understanding of product roadmap, delivery, and release cycles, UAT testing protocols (product dependent), outage and communication protocols, engineering and change management touchpoints/hand-offs, and case queue workflows
· Influences updates to business application best practices to enable continuous improvement, user experience consistency, and efficiency/accuracy in capturing relevant business data of supported business line(s)/function(s)
· Continuously builds and maintains in-depth knowledge of how business functions, processes, system integrations, and workflows align to the use of supported Core Products
· Responsible for turning processes into action, accelerates hand-offs between product stakeholders to resolve issues
· Translates business requirements/feedback through the enhancement/defect process for technical team members informing the product delivery process, as required
· Shepherds escalation protocols in back-end, while maintaining a seamless experience for the end-user
· Responsible for providing input and insight into internal training materials and user guides to ensure a consistent experience for end users
· Documents case resolution and leverages existing documentation to ensure a consistent experience for end users
· Intermediate knowledge of custom report development for ad hoc requests, auditing and verification of data
· Works with other product specialists to actively improve messaging consistency and efficiency of issue resolution
· Completes any and all other duties and tasks assigned
SOFT SKILLS
· Commitment to Excellence in customer service [documented example and letter of recommendation required]; going the extra mile is standard
· Excellent interpersonal, communication, problem-solving and organizational skills.
· Driven by sense of urgency, evidenced by swift response times to issues raised through resolution
· Ability to work independently, unsupervised, and as a team player
QUALIFICATIONS
· Intermediate to advanced knowledge of Microsoft office suite (Word, Excel, Outlook, Visio)
· Basic knowledge in SQL/SOQL for querying large datasets; or willingness to learn
· Willingness and ability to learn new or tangential technology products to supported product(s) (i.e. Tableau, CRM)
· Knowledge of Azure devOps, ServiceNow, and Salesforce is preferred
· Certification as a product admin is preferred where applicable
EDUCATION
· Undergraduate degree in a business or technology related field (i.e. Finance, Real Estate, Application Support, Data)
· 1+ years of customer support experience
· 2+ year(s) of experience in supported business lines or functions; less accepted with an accompanied recommendation
What you can expect from us
We succeed together and believe the best inspire the best, so we invest in supporting each other, learning together and celebrating our success.
Our Total Rewards program reflects our commitment to helping you achieve your career ambitions, recognizing your contributions, investing in your well-being and providing competitive benefits and pay.
We can’t wait to see where your ambitions take you at JLL. Apply today!
JLL Privacy Notice
Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
For more information about how JLL processes your personal data, please view our .
For additional details please see our career site pages for each country.
For employees in the United States, please see a fully copy of our Equal Employment Opportunity and Affirmative Action policy .
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 email us at . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our page
I want to work for JLL.
Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.
Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.
Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.
California Residents only
If you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view our which describes your rights and disclosures about your personal information. If you are viewing this on a mobile device you may want to view the CCPA version on a larger device.
Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.