Specialist PDS Application Support
Role Overview We are seeking a PDS Application Support Specialist to join JLL Business Services (JBS) supporting the Project and Development Services business. This senior-level role requires deep technical expertise and leadership experience to ensure stability and optimal performance of business-critical applications. The Specialist will serve as the primary technical resource for complex challenges, drive systemic improvements, and mentor team members while promoting best practices across cross-functional teams.
Key Responsibilities
Technical Leadership
- Serve as primary technical authority for PDS applications, establishing best practices and technical standards
- Design and implement robust solutions to prevent recurring issues and optimize systems
- Mentor analysts and team members in advanced troubleshooting and process improvement
Advanced Technical Support
- Lead critical incident resolution, providing expert-level support for escalated and high-impact application issues
- Utilize advanced diagnostic tools to proactively identify vulnerabilities and drive root cause elimination
- Conduct complex root cause analysis investigations and champion preventive measures
Stakeholder Collaboration
- Partner with developers, administrators, and business leaders to align application functionality with business goals
- Communicate technical findings and recommendations to stakeholders, ensuring informed decision-making
Data Governance & Performance
- Lead data quality assurance initiatives and develop processes for accurate data capture and management
- Architect performance monitoring strategies, identifying trends and leading remediation efforts
- Ensure user experience and application reliability exceed service commitments
Process Management
- Oversee incident and request lifecycle management, ensuring SLA compliance and facilitating post-incident reviews
- Support change management by validating and testing new features, bug fixes, and patches
- Develop technical documentation, knowledge base articles, and troubleshooting guidelines
Compliance & Best Practices
- Ensure adherence to data security, compliance guidelines, and regulatory requirements
- Champion policy updates and industry best practices across support activities
Ideal Candidate Profile
Education & Certifications
- Bachelor's degree in Computer Science, Information Systems, or related field
- Advanced certifications (ITIL, relevant application platforms) highly desirable
Experience & Skills
- Extensive experience in application support with leadership in high-level troubleshooting and incident management
- Advanced understanding of application architectures, relational databases, and ITSM processes
- Proven success with diagnostic tools for resolving complex technical challenges
- Demonstrated ability to mentor teams and lead cross-functional technical initiatives
Professional Qualities
- Strong leadership and collaborative skills with ability to manage stakeholder expectations
- Exceptional problem-solving, analytical, and communication abilities
- Detail-oriented and committed to continuous improvement
- Aligned with JLL's core values and professional ethics
