JLL empowers you to shape a brighter way.

Our people at JLL and JLL Technologies 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.

As a Senior Application Support Specialist, you will be responsible for:
• Planning and execution of onboarding and offboarding of business-critical applications including training,
support planning, and hyper care to managing enterprise change management application exit protocols
• Implements application onboarding to enterprise systems, builds support operations infrastructure, and
documents enterprise partner hand-offs and best practices
• Primary point of contact for user-facing support escalations of supported applications; requires deep
understanding of enterprise incident management and partner teams
• Actively communicates with application end-users to provide recommendations and solutions on feature issues
and feedback or reporting.
• Manages case workflows within and across JLL’s service tools, builds/reviews reports to identify trends across
the portfolio of applications, educating partners and vendors on improvement focus areas.
• Remediates non-code-based vulnerabilities across applications and provides feedback loops to enterprise
engineers
• Participates in internal client/business advisory board meetings to assess proposed changes to application
stack, categorize risk, and decide on next steps.
• Accountable to technical application validation testing after any engineering activities have been completed
(e.g. new features, version control, server upgrades, patches, and maintenance)
• Performs and advises on audits across all Tier 1 and Tier 2 applications (e.g. user, database, and license
audits)
• Maintains in-depth expertise of supported applications including core functionality, vendor roadmap, vendor
release cycles, testing and outage protocols, enterprise hand-offs, and case insights.
• Accountable for continuous improvement to user-facing product knowledge bases to ensure a consistent
experience for users
• Provides sign-off for application and knowledge management documentation; enables continuous
improvement of support process workflows and best practices.
• Responsible for defect reproduction and vendor partners to resolve and conduct root cause analysis
• Prepares application insights readout to engineering and technology partners on volume and recurrence of
issues across applications and/or vendor partners
• Actively sets up and reviews case trends and proactively surfaces opportunities to raise to vendor partners to
reduce issues and friction in the application(s)
• Provides support and training to less experienced peers.

Location:

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!

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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 contact us at Accommodation Requests. 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.