Product Specialist: Enterprise Work Management (Remote)

Jones Lang LaSalle Incorporated; Jalisco; Hybrid; MXN 420,000 - 600,000; Full time

Job summary

Jones Lang LaSalle Incorporated offers a remote Product Specialist role to support Enterprise Work Management platforms across the Americas. You will handle day-to-day incidents and service requests, ensuring SLAs are met while coordinating with vendors and internal product leads on escalations.

The ideal candidate has a IT or CS degree with 3–4 years in application support, strong communication skills, and the ability to work US hours.

Qualifications

• Bachelor’s degree in IT/CS or related field, or equivalent experience.
• 3–4+ years of professional IT application or product support experience.
• Experience supporting Enterprise Work Management platforms such as Smartsheet, Monday.com, Workfront, or Atlassian (Jira/Confluence).
• Strong written and spoken communication; ability to work US-based hours.

Responsibilities

• Provide day-to-day support for Enterprise Work Management products during Americas region hours.
• Resolve incidents and fulfill service requests per SLAs.
• Perform platform administration: workspace setup, permissions, provisioning, and license tracking.
• Document incidents, requests, and resolutions in the ticketing system and report metrics.
• Coordinate with vendors and product leads on escalations and root-cause analysis.
• Create and maintain product documentation including runbooks and knowledge bases.
• Assist onboarding and training to promote feature adoption.
• Monitor vendor release notes and validate changes before rollout.

Skills

Incident management

Troubleshooting

Communication skills

Collaboration

Education

Bachelor’s degree in IT/CS or related field

Tools

Smartsheet

Monday.com

Workfront

Jira

Confluence

Job description

Jones Lang LaSalle Incorporated offers a remote Product Specialist role to support Enterprise Work Management platforms across the Americas. You will handle day-to-day incidents and service requests, ensuring SLAs are met while coordinating with vendors and internal product leads on escalations.

The ideal candidate has a IT or CS degree with 3–4 years in application support, strong communication skills, and the ability to work US hours.