Senior Application Support Specialist

JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

Responsibilities

Implementation Support:

• End to End – Implementation of technology for our Client Accounts

• Data collection and validation. Correcting issues in partnership with the Account teams

• Data upload & ETL

• System configuration

• User Management – User Creation, Authorization & Role creation/Mapping

• Development of  User Guides

• Development of Process Documents

• Conduct Internal testing of the configuration done in the application

• Conduct Demo / Training sessions

• Troubleshooting application issues and responding to client teams

• Co-ordination with Product team to fix bugs and introduce new features

• Monitor the tool usage and report to account team on need basis.

• Involvement in functional testing of new products/product features

• Manage change control process

• Manage user acceptance testing and release plans

• Manage communications with stakeholders, business transition team, business, and IT management, locally and globally

• Define and document functional and technical requirements and assist in defining business requirements

Product Support:

• Maintain a tracker of the issues/ bugs reported

• Discuss with product lead and prioritize the issues to be sorted out

• Report the issues to the development team and track for closures

• Perform testing of the fix for resolving the reported issue & confirm to implementation team on the closure of the issue.

• Detailed testing of new products for the process flow & features & take corrective actions for closing the observation by interacting with Development team.

• Participate in business-led change management processes

• Maintain thorough knowledge of customer segments and customer needs

• Maintain thorough understanding of product features and functionality

Organizational Relationships

• Interfaces with clients (both internal and external) across multiple business units, countries, and regions

• Works with various IT functional areas, including engineering, foundational, revenue, and transition teams as necessary for service delivery. 

• Works with business leads for technology planning and management.

• Vendor management of 3rd party applications

Experience & Education

Required Qualifications

• IT Project management w/concentration on software as a service delivery management

• Customer service focus

• Ability to translate complex solutions into simplified visuals per audience needs

• Business analysis and requirements gathering

• Relationship management and communications

• Proven ability to navigate in a large matrix organization

• Excellent attention to detail

• Advanced PC Skills including MS Office

• Self-motivated, able to set priorities and work autonomously

• Knowledge of real estate industry preferred

Minimum Experience

• Minimum of 3 - 5 years of work experience in IT industry or department

• Logical reasoning & analytical thinking

• Hands on experience with industry standard portfolio management applications, in particular CoStar Real Estate Manager

• Experience in Real Estate industry, specifically in Portfolio services (Lease Administration, Transaction Management etc)

• Excellent communication skills (fluent in English both written and spoken)

• Experience in SQL. Able to write complex ad hoc queries

• Experience with handling large data volumes, and data analytics

• Familiarity with data migration and ETL processes, including data mapping and transformations

Educational Level /Certifications

• Bachelor’s degree preferred, preferably in information systems, computer science, or business administration

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