Product Analyst

Jones Lang LaSalle Incorporated; Región Centro; Remote; MXN 420,000 - 540,000; Full time

Job summary

Jones Lang LaSalle Incorporated is seeking a Product Specialist to join our global IT team and provide day-to-day support for Enterprise Work Management products such as Smartsheet, Monday.com, Workfront, and Atlassian. The role requires 3–4 years in IT application support and strong incident management skills, with availability for US-based hours.

The position involves resolving incidents, managing service requests, platform administration, and collaboration with vendor and product leads across

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, a related field, or equivalent practical experience.
• 3–4 years of professional experience in IT application support, product support, or a related role.
• Hands-on experience supporting Enterprise Work Management platforms such as Smartsheet, Monday.com, Workfront, or Atlassian (Jira, Confluence).
• Experience resolving incidents and fulfilling requests in an IT service management tool while meeting SLAs.
• Working knowledge of incident, request, and problem management practices, including root cause analysis.
• Experience working with software vendors on support cases and escalations.
• Ability to work independently and manage multiple priorities.
• Strong communication and collaboration skills, both verbal and written.
• Availability to work US-based hours aligned to the Americas region.
• Preference given to ITIL Foundation or vendor product certifications.

Responsibilities

• Provide day-to-day support for Enterprise Work Management products, including Smartsheet, Monday.com, Workfront, and Atlassian, during Americas region working hours.
• Independently resolve routine to moderately complex incidents, following established support procedures and SLAs.
• Manage and fulfill service requests, including user access, configuration changes, and how-to questions, within defined SLAs.
• Perform routine platform administration, including workspace setup, permissions, user provisioning, and license tracking.
• Apply product-level expertise to troubleshoot issues, identify recurring trends, and recommend fixes or workarounds.
• Partner with the vendor and JLL product leads on escalations, driving issues to resolution and contributing to root cause analysis for recurring or high-impact incidents.
• Track and document incidents, requests, and resolutions in the ticketing system, keeping users informed of status and next steps.
• Report on incident and request volumes, SLA performance, and recurring issues to product leads and stakeholders.
• Create and maintain product documentation, including FAQs, knowledge base articles, user guides, runbooks, and support procedures.
• Support user onboarding and training, helping users adopt product features and best practices.
• Coordinate with global support teams to ensure smooth handoffs and continuous coverage across regions.
• Monitor vendor release notes and planned product changes, and communicate impacts to users and platform owners.
• Test and validate vendor releases and configuration changes before they reach users, and report issues to the vendor.
• Identify opportunities for process improvement and automation to reduce recurring incidents and improve the user experience.

Skills

IT support

Incident management

Vendor coordination

Communication skills

Analytical thinking

multitasking

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

Smartsheet

Monday.com

Workfront

Jira

Confluence

Job description

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 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.

Job Description

We are looking for a Product Specialist to join our global IT team and provide day-to-day support for Enterprise Work Management products.

• Provide day-to-day support for Enterprise Work Management products, including Smartsheet, Monday.com, Workfront, and Atlassian, during Americas region working hours.
• Independently resolve routine to moderately complex incidents, following established support procedures and service level agreements (SLAs).
• Manage and fulfill service requests, including user access, configuration changes, and how-to questions, within defined SLAs.
• Perform routine platform administration, including workspace setup, permissions, user provisioning, and license tracking.
• Apply product-level expertise to troubleshoot issues, identify recurring trends, and recommend fixes or workarounds.
• Partner with the vendor and JLL product leads on escalations, driving issues to resolution and contributing to root cause analysis for recurring or high-impact incidents.
• Track and document incidents, requests, and resolutions in the ticketing system, keeping users and stakeholders informed of status and next steps.
• Report on incident and request volumes, SLA performance, and recurring issues to product leads and stakeholders.
• Create and maintain product documentation, including FAQs, knowledge base articles, user guides, runbooks, and support procedures.
• Support user onboarding and training, helping users adopt product features and best practices.
• Coordinate with global support teams to ensure smooth handoffs and continuous coverage across regions.
• Monitor vendor release notes and planned product changes, and communicate impacts to users and platform owners.
• Test and validate vendor releases and configuration changes before they reach users, and report issues to the vendor.
• Identify opportunities for process improvement and automation to reduce recurring incidents and improve the user experience.

• Bachelor’s degree in Information Technology, Computer Science, a related field, or equivalent practical experience.
• At least 3-4 years of professional experience in IT application support, product support, or a related role.
• Hands‑on experience supporting and troubleshooting Enterprise Work Management platforms such as Smartsheet, Monday.com, Workfront, or Atlassian (Jira, Confluence).
• Experience resolving incidents and fulfilling requests in an IT service management tool while meeting SLAs.
• Working knowledge of incident, request, and problem management practices, including root cause analysis.
• Experience working with software vendors on support cases and escalations.
• Ability to work independently and manage multiple priorities.
• Strong communication and collaboration skills, both verbal and written.
• Strong analytical, critical thinking, and troubleshooting skills.
• Availability to work US-based hours aligned to the Americas region.
• Preference will be given to candidates who have ITIL Foundation or vendor product certifications.

Location: Remote –Jalisco,MEX

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.

Jones Lang LaSalle (“JLL”) está comprometida a trabajar con personas con discapacidades y proporcionarles accesibilidad.

For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500® company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit jll.com.