JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients.

We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work.

Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

As a Lead, Product Specialist you will be responsible for :

• Leading support and hyper care activities for product launches, rollouts, and projects in your business line
• Setting up Service Tooling and knowledge management infrastructure and processes for product launches, rollouts and projects
• Delivering product onboarding, creating support operations & processes, and establishing feedback loops in our service tools for business line and / or region
• Driving engagement, Learning & Development programming, support operations on for our service tools
• Maintaining in-depth expertise of supported business line and suite of products, including core functionality, product roadmap, delivery POCs, release cycles, UAT testing protocols (product dependent), outage and communication protocols, engineering and change management touchpoints / hand-offs, and case queue workflows
• Partnering with the product team to inform and influence roadmap and deployments through rollouts
• Continuously improving and informing knowledge management materials with business process framework
• Setting the groundwork for customer satisfaction and net promoter score benchmarking statistics; understands input metrics, levers, and stakeholders to improve and influence these scores
• Managing escalation support as required, and ensuring the Best Team on the Field resources are involved to solve issues and establish resolution;

ensuring framework for hand-offs are clear and documented

• Managing integration touchpoint controls, inclusive of working with engineering and product to form and execute against controls
• Responsible for ensuring a frictionless user experience across business line technology, including centralized product and self-service documentation, working with cross-JLLT teams to improving wayfinding, and setting up service tooling.
• Leveraging company knowledge sharing platforms, protocols and apps to stay current on internal technology
• Identifies opportunities to innovate and improve business processes within the Service Cloud environment through user feedback loops and continuous improvement projects
• Designs, builds and delivers technical development of multiple projects, from inception and gathering requirements through user acceptance software demonstration, testing and final deployment
• Gathers requirements and translates them into best practice, scalable solutions with a focus on exceptional user experience
• Documents processes and technical functionality along with system standardizations and changes
• Performs Salesforce configuration changes, including Workflow, Process Builder, Flow, assignment and Validation rules, approval processes, fields, page layouts, record types, dynamic layouts, apps, actions, custom settings, custom / standard object configurations, dashboards, and reports

PEOPLE SKILLS

• Commitment to Excellence in customer service ; going the extra mile is standard
• Excellent interpersonal, communication, problem-solving and organization skills.
• Ability to explain technical solutions in nontechnical language
• Drive to simplify the complex and balance short-term tactical solutions with long-term strategy in mind
• Strong organizational skills to uphold swift response times as required by the users of the supported product
• Ability to work independently, unsupervised, and as a team player with a desire to solve challenges

QUALIFICATIONS

• Service Cloud Administrator Certification and / or Service Cloud Consultant preferred
• Salesforce Certified Administrator Certification preferred
• Actively participating and upskilling in the Salesforce Trailblazer Community
• Experience in managing Salesforce / Service Cloud upgrades and ensuring successful integration
• Advanced Knowledge of Microsoft suite (Office, Word, Excel, Outlook, Teams, Planner)
• Advanced knowledge of Excel reporting / querying large datasets
• Knowledge of Azure DevOps, Jira, and ServiceNow and Salesforce is preferred
• Subject Matter Expert and relevant Industry / Business expertise
• Willingness and ability to learn new or tangential technology products to supported product(s) (i.e. Tableau CRM)

EXPERIENCE

• 5 years of experience in product support and undergraduate degree in a related field (i.e. Finance, Real Estate, Data, Customer Service, Product) or
• Combined 8 years of product support and / or business experience; less years acceptable with an accompanying recommendation

Estimated compensation for this position is :

120,000.00 140,000.00 USD per year

Location :

Remote Atlanta, GA, Charlotte, NC, Chicago, IL, Dallas, TX, Denver, CO, Houston, TX, Indianapolis, IN, New York, NY, Olympia, WA, Phoenix, AZ, Raleigh, NC, Sacramento, CA, Salt Lake City, UT, St. Paul, MN, Tallahassee, FL

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!

Personalized benefits that support personal well-being and growth :

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

Some of these benefits may include :

401(k) plan with matching company contributions

Comprehensive Medical, Dental & Vision Care

Paid parental leave at 100% of salary

Paid Time Off and Company Holidays

Flexible and Remote Work Arrangements may be available

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.

Last updated : 2024-05-23