Product Specialist
Position Overview
Join our specialised Product Specialist team as a Product Specialist focused on enterprise application management and user enablement. This role offers the opportunity to serve as a Subject Matter Expert (SME) for critical business applications while providing comprehensive functional and application support to a growing user base of 200+ professionals across the United States. You'll be instrumental in application rollouts, ongoing support operations, and ensuring seamless user experiences with enterprise document management and workflow systems. As part of JLL, the leading commercial real estate organisation globally, you'll be supporting our Capital Markets and Valuations team, recognised as best-in-class within the industry.
About This Opportunity
We're expanding our Product Specialist capabilities to accommodate growing business needs and the implementation of critical enterprise applications. This position requires someone who can bridge the gap between functional expertise and application requirements, serving as the primary point of contact for product support while managing complex business processes in cloud infrastructure.
Key Responsibilities
Product Support
- Serve as Subject Matter Expert and primary contact for enterprise business applications
- Provide comprehensive functional and application support for products hosted on cloud infrastructure
- Lead application rollouts and implementations, ensuring smooth user adoption
- Troubleshoot user access issues, workflow problems, and application functionality errors
- Configure and maintain workflows, templates, user permissions, and product functionality
Functional Operations Support
- Manage product configurations and administration in cloud environments
- Monitor system performance, resource utilization, and generate business usage reports
- Coordinate with vendors for escalated issues and represent the organization in vendor meetings
- Implement and maintain backup and disaster recovery procedures
User Support & Training
- Serve as primary contact for user support requests across US time zones
- Create and maintain functional documentation and user guides
- Conduct user training sessions and knowledge transfer for regional teams
- Collaborate with business teams and IT for system integrations and support initiatives
- Support business continuity planning for critical applications
Required Qualifications
Education & Experience
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field
- 4-5 years of experience in product support, functional support, or application administration
- Proven experience serving as SME for enterprise business applications
- Experience with application rollouts and implementation projects
Functional & Application Skills
- Experience managing business applications in cloud environments
- Experience with enterprise ticketing systems (ServiceNow, SalesForce, etc.)
- Proficiency in functional workflows and business processes
- Strong troubleshooting and analytical problem-solving abilities
- Familiarity with Monitoring tools(Datadog, Thousand eyes etc)
Professional Skills
- Excellent communication and customer service capabilities
- Ability to support users across multiple US time zones
- Experience coordinating with vendors and managing stakeholder relationships
- Strong documentation and training delivery skills
Preferred Qualifications
- Knowledge of SQL and database management
- ITIL framework familiarity
- Cloud platform certifications (AWS, Azure, etc.)
- Experience in vendor relationship management
- Virtualization technologies knowledge (VMware, Hyper-V)
- Advanced stakeholder management and leadership capabilities
- Experience with phased rollouts and change management methodologies
What We Offer
- Opportunity to work with cutting-edge enterprise applications and cloud technologies
- Role as product subject matter expert with significant autonomy and responsibility
- Exposure to large-scale application implementations and user support operations
- Collaboration with cross-functional teams and external vendor partners
- Professional development opportunities in cloud technologies and enterprise application management
Position Details
This is a full-time position supporting users across US time zones. The role involves both strategic planning for application implementations and hands-on functional and application support, making it ideal for someone who enjoys variety and product challenges while building expertise in enterprise application ecosystems.
Work Schedule:
- Standard US business hours with flexibility to support users across multiple US time zones
- Follow US holiday calendar for time off and operational planning
The successful candidate will play a critical role in our growing Product Specialist operations, with opportunities for professional growth as our application portfolio and user base continue to expand.
