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Product Specialist - Singapore - JONES LANG LASALLE TECHNOLOGY SERVICES PTE. LTD.
Description
Roles & ResponsibilitiesRole Objective:
The Product Specialist supports the Product Operations team in driving specialized product expertise for strategic product(s) in our JLL/T Core Product organization. You will be responsible for providing product subject matter expertise, technology operations guidance, and business-facing support of a strategic product within Core, which encompasses JLL's entire $18B business. The Product Specialist works in a strategic product to standardize quality of care, knowledge management, subject matter expertise, and bridging the user-facing experience across JLL/T stakeholders.
WHAT THIS ROLE INVOLVES
As a Product Specialist, you will be responsible for:
· Actively resolves an assigned queue of user-facing support cases/chats/phone calls of supported product(s); additionally, manages all back-end hand-offs and provides one seamless message/resolution touchpoint to the end-user
· Provides training on product features as requested by end-users
· Maintains in-depth expertise of supported product, including core functionality/basic non-dev system admin functions of product, an understanding of product roadmap, delivery, and release cycles, UAT testing protocols (product dependent), outage and communication protocols, engineering and change management touchpoints/hand-offs, and case queue workflows
· Influences updates to business application best practices to enable continuous improvement, user experience consistency, and efficiency/accuracy in capturing relevant business data of supported business line(s)/function(s)
· Continuously builds and maintains in-depth knowledge of how business functions, processes, system integrations, and workflows align to the use of supported Core Products
· Responsible for turning processes into action, accelerates hand-offs between product stakeholders to resolve issues
· Translates business requirements/feedback through the enhancement/defect process for technical team members informing the product delivery process, as required
· Shepherds escalation protocols in back end, while maintaining a seamless experience for the end-user
· Responsible for providing input and insight into internal training materials and user guides to ensure a consistent experience for end users
· Documents case resolution and leverages existing documentation to ensure a consistent experience for end users
· Intermediate knowledge of custom report development for ad hoc requests, auditing, and verification of data
· Works with other product specialists to actively improve messaging consistency and efficiency of issue resolution
· Completes any and all other duties and tasks assigned
Soft Skills
· Commitment to Excellence in customer service [documented example and letter of recommendation required]; going the extra mile is standard
· Excellent interpersonal, communication, problem-solving, and organizational skills.
· Driven by sense of urgency, evidenced by swift response times to issues raised through resolution
· Ability to work independently, unsupervised, and as a team player
QUALIFICATIONS
· Intermediate to advanced knowledge of Microsoft Office suite (Word, Excel, Outlook, Visio)
· Basic knowledge in SQL/SOQL for querying large datasets; or willingness to learn
· Willingness and ability to learn new or tangential technology products to supported product(s) (i.e. Tableau CRM)
· Knowledge of Azure devOps, ServiceNow, and Salesforce is preferred
· Certification as a product admin is preferred where applicable
Education
· Undergraduate degree in a business or technology related field (i.e. Finance, Real Estate, Application Support, Data)
Tell employers what skills you haveTableau
Outlook
UAT
Microsoft Office
Azure
Change Management
Ability To Work Independently
User Experience
Knowledge Management
Visio
Soft Skills
Auditing
Application Support
ServiceNow
Real Estate
Ability To Learn
