Product Analyst

Job not on LinkedIn

🔥 18 minutes ago

🇲🇽 Mexico – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔍 Product Analyst

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Jones Lang LaSalle Americas, Inc.

WebsiteLinkedInAll Job Openings

10,000+ employees

🏠 Real Estate

🤝 B2B

💼 Consulting

Real Estate • B2B • Consulting

Jones Lang LaSalle Americas, Inc. is a company that provides commercial real estate services for corporations and investors worldwide. Their focus is on helping clients save money, increase productivity, and improve sustainability in real estate operations.

📋 Description

• 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 according to support procedures and SLAs • Manage service requests including user access, configuration changes, and how-to questions • Perform platform administration including workspace setup, permissions, user provisioning, and license tracking • Troubleshoot product issues, identify recurring trends, and recommend fixes or workarounds • Partner with vendors and JLL product leads on escalations and root cause analysis • Track and document incidents, requests, and resolutions in the ticketing system • Report incident and request volumes, SLA performance, and recurring issues • Create and maintain FAQs, knowledge base articles, user guides, runbooks, and support procedures • Support user onboarding and training • Coordinate with global support teams for handoffs and continuous regional coverage • Monitor vendor release notes and communicate product-change impacts • Test and validate vendor releases and configuration changes • Identify process improvement and automation opportunities

🎯 Requirements

• 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 • ITIL Foundation or vendor product certifications preferred

🏖️ Benefits

• Equal Opportunity Employer • Reasonable accommodations for individuals with disabilities