Manager, Product Support

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Requirements:

• Ability to translate complex technical concepts for effective communication with non-technical partners.
• Proficiency in diagnosing and resolving technical issues related to applications.
• Strong troubleshooting skills for web platform systems.
• Advanced knowledge of Microsoft Office Suite.
• Knowledge of Azure devOps/Jira and Salesforce is preferred.
• Experience with Service Tooling platforms like Service Cloud, Zendesk, Service Now.
• Experience running Microsoft SQL Reporting Services reports is preferred.
• Understanding of web services (SOAP/REST) workflow, XML and XLST is preferred.
• Ability to work independently and coordinate projects across different time zones.

Responsibilities:

• Responsible for leading a strong functional team and focuses on building an efficient and collaborative team culture.
• Maintains in-depth expertise of supported product including core functionality, product roadmap, release cycles, and case workflows.
• Leads the development and implementation of strategic initiatives utilizing Generative AI to drive innovation and optimize workflows.
• Ensures seamless integration and coordination with Engineering, Security, and other relevant partners.
• Manages day-to-day support operations, prioritizes escalations, and serves as escalation support management.
• Responsible for application onboarding/off-boarding and rationalization planning.
• Drives application best practices across portfolio and manages case workflows within JLL’s service tools.
• Prepares application insights readout to vendor partners and recommends improvements.