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Job 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 and Requirements

• 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

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!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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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 email us at HRSCLeaves@jll.com. 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.

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