Analyst – Sourcing & Procurement Support-1

JLL; Belém; Presencial; BRL 360 000 - 489 000; Tempo integral

Resumo da oferta

JLL is seeking an L2 Support Analyst to act as the escalation backbone for S&P Technology tools. You will troubleshoot, document, and test fixes, ensuring issues meet SLA targets and knowledge bases stay current.

You’ll work with Jaggaer, Aravo, Coupa, E1, and ServiceNow, contributing to solution design and process improvements while training users and supporting system upgrades. On-site in Belén, Costa Rica.

Qualificações

• L2 support experience in tech tools and platforms.
• Strong focus on meeting SLAs and documenting fixes.
• Analytical mindset with problem-solving skills.

Responsabilidades

• Act as the second-level contact for S&P Technology tools.
• Resolve issues within agreed service levels.
• Keep SOPs and guides updated; create knowledge-sharing sessions.
• Test fixes before deployment and assist with upgrades.
• Assist in requirements gathering and solution design.
• Document production releases and post-issue analysis.
• Identify patterns to drive user training and process improvements.

Conhecimentos

L2 Support

SLA adherence

Documentation

Problem solving

Communication

Spanish & English

Ferramentas

Jaggaer

Aravo

Coupa

E1

ServiceNow

Descrição da oferta de emprego

JLL empowers you to shape a brighter way .

Our people at JLL 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 peopleand 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.

What this job involves:

As an L2 Support Analyst, you'll serve as the escalation backbone for S&P Technology tools, stepping in when issues move beyond L1 support and turning ambiguous, complex cases into resolved outcomes within agreed SLAs.

You’ll keep documentation, procedures, and training materials current, test fixes and enhancements before they reach the live system, and help the wider team work smarter by spotting patterns in ticket data and closing knowledge gaps through short, targeted sessions.

This role provides support to core Sourcing & Procurement systems—including Jaggaer, Aravo, Coupa, E1, and ServiceNow—while building real ownership over process improvement, requirements gathering, and solution design.

What your day-to-day will look like:

• Serve as L2 Escalation Point : Act as the second-level contact for S&P Technology tools, picking up cases routed by the L1 support team as needed.
• Resolve Issues Within SLA : Provide assistance and troubleshooting to resolve system-related issues within agreed service levels.
• Maintain Documentation Standards : Keep Standard Operating Procedures—including process guides, user guides, and training materials—updated and accurate.
• Manage Complex, Ambiguous Cases : Take ownership of technology and functional issues that don't have a clear-cut answer, working them through to resolution.
• Test Fixes Before Deployment : Thoroughly test fixes and enhancements, updating test scripts prior to pushing changes to the live system.
• Support System Upgrades : Assist with system upgrades and service pack testing as required.
• Run Knowledge Transfer Sessions : Identify recurring user processing issues and address them through short, focused knowledge transfer sessions.
• Participate in Solution Design : Contribute to requirements gathering and solution design, including project deliverables, test documentation, and cross-system testing.
• Partner on Production Releases : Work with the business to ensure enhancements and fixes to production releases are fully documented and tested.
• Drive Process Improvements : Implement new initiatives and process improvements to strengthen day-to-day (BAU) operations.
• Keep Policies Current : Ensure all relevant policies and procedures remain up to date.
• Analyze Ticket Metrics : Track and analyze ticket data to identify frequently asked questions and opportunities for user training.

Performance Objectives

Personal Effectiveness

• Self-Managed : Sets targets for self, monitors and manages own performance.
• Results-Driven : Monitors progress against own performance measures and achieves results.

Relationship Building

• Collaborative by Default : Conducts open, collaborative relations with superiors, peers, and clients.
• Builds Stakeholder Trust : Gains the respect of stakeholders across JLL and client organizations.
• Connects the Dots : Manages and sees links across a diverse range of activities.

Communication

• Clear and Effective : Communicates effectively with superiors, peers, and clients.
• Leads by Example : Listens effectively and communicates through actions and example.
• Commands Subject-Matter Respect : Builds strong relationships with the ability to relate to, understand, and earn respect from subject matter experts.
• Consults with Rigor : Displays well-developed internal consulting skills—strong analytical thinking, problem solving, and negotiation ability.
• Documents Proficiently : Proficient in troubleshooting documentation.

Problem Solving

• Thinks Outside the Box : Develops solutions with a creative, non-conventional mindset.
• Delivers Under Pressure : Applies a critical mindset to generate and provide solutions under pressure.
• Spots Patterns : Uses strong analytical skills to identify patterns and deliver solutions for them.
• Navigates Ambiguity : Solves complex issues even without complete information.

Key Skills

• Proven work experience in technology corporate environments.
• In-depth knowledge of performance and metrics.
• Excellent communicator with strong decision-making and presentation skills.
• Proficient in MS Office, with advanced skills in MS Excel for analysis and reporting.
• Ability to communicate effectively in both Spanish and English.
• Knowledge of Jaggaer (Advantage and Spend), Aravo, Coupa, E1, and ServiceNow preferred (nice to have).

Location:

On-site –Belen, CRI

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you'repursuing.

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement .

For additional details please see our career site pages for each country.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at [e-mail] . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

Jones Lang LaSalle ("JLL") está comprometida a trabajar con personas con discapacidades y proporcionarles accesibilidad. Si necesita un ajuste razonable para cualquier parte del proceso de empleo – incluyendo la candidatura en línea y/o el proceso general de selección – puede enviarnos un correo electrónico a [e-mail] . Este correo electrónico es solo para solicitar un ajuste razonable. Por favor, dirija cualquier otra consulta general de reclutamiento a nuestra página Contáctanos > Quiero trabajar para JLL.