Professional, Application Support

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Requirements:

• Comfort with documentation tools or willingness to learn (Confluence, as an example)
• Intermediate Knowledge of Microsoft suite (Office, Word, Excel, Outlook, Teams, Planner)
• Basic knowledge of Excel reporting/querying large datasets; or willingness to learn
• Willingness and ability to learn new or tangential technology products to supported product(s)
• Knowledge of Azure Dev Ops, Jira, ServiceNow, and Salesforce is preferred
• Advanced English and secondary language fluency in speaking, reading, and writing is required

Responsibilities:

• Responds as the first line of defense to support cases/chats/phone calls from users of applications (e.g. Access Requests, AD Group and permission set changes).
• Triages, diagnoses, and investigates application issues and works with the end-user through resolution.
• Manages case workflows within and across JLL’s service tools, using reports to manage work.
• Shepherds issue escalations across technology teams and vendors, while maintaining a seamless experience for the end-user.
• Utilizes Generative AI, specifically JLL GPT, to support and optimize specific tasks and initiatives within the organization.
• Responsible for technology on-boarding for new hires and off-boarding for terminated employees; including associated license management reporting.
• Documents case resolution and leverages existing documentation to ensure a consistent experience for end users.
• Executes application validation testing after any engineering activities have been completed (e.g. server upgrade).
• Audits and maintains business application best practices to ensure efficiency and accuracy in the capture of relevant business line data of the business line(s) or function(s) supported.
• Works with other application specialists to actively improve messaging consistency and efficiency of resolution.
• Completes administrative requests in support of the product support organization and partner teams.
• Trains users and technology partners 1:1 as requested.