at Jones Lang LaSalle in Chicago, Illinois, United States
Job Description
Our (P4) Lead Product Specialist: Salesforce Service Cloud supports the Leasing and Capital Markets Technology Group by building foundational support processes, managing service and knowledge tool implementation, and providing relevant subject matter expertise to deliver high-quality product support and a frictionless user experience. You will work with product experts in JLL Technologies and both internal and external users of those products within JLL's transactional businesses. You will be responsible for providing product subject matter expertise, building support technology process operations, and serve as the highest point of escalation support for our businesses and your technology partners. As a Lead, Product Specialist you will work across strategic products supporting a revenue generating business line to elevate quality of care, accelerate escalation resolution, and provide subject matter expertise across the user technology journey. Additionally, you will work as a liaison across technology partners to enhance the use of the product suite.
As a Lead, Product Specialist you will be responsible for:
Leading support and hyper care activities for product launches, rollouts, and projects in your business line
Setting up Service Tooling and knowledge management infrastructure and processes for product launches, rollouts and projects
Delivering product onboarding, creating support operations & processes, and establishing feedback loops in our service tools for business line and/or region
Driving engagement, Learning & Development programming, support operations on for our service tools
Maintaining in-depth expertise of supported business line and suite of products, including core functionality, product roadmap, delivery POCs, release cycles, UAT testing protocols (product dependent), outage and communication protocols, engineering and change management touchpoints/hand-offs, and case queue workflows
Partnering with the product team to inform and influence roadmap and deployments through rollouts
Continuously improving and informing knowledge management materials with business process framework
Setting the groundwork for customer satisfaction and net promoter score benchmarking statistics; understands input metrics, levers, and stakeholders to improve and influence these scores
Managing escalation support as required, and ensuring the "Best Team on the Field" resources are involved to solve issues and establish resolution; ensuring framework for hand-offs are clear and documented
Managing integration touchpoint controls, inclusive of working with engineering and product to form and execute against controls
Responsible for ensuring a frictionless user experience across business line technology, including centralized product and self-service documentation, working with cross-JLLT teams to improving wayfinding, and setting up service tooling.
Leveraging company knowledge sharing platforms, protocols and apps to stay current on internal technology
Identifies opportunities to innovate and improve business processes within the Service Cloud environment through user feedback loops and continuous improvement projects
Designs, builds and delivers technical development of multiple projects, from inception and gathering requirements through user acceptance software demonstration, testing and final deployment
Gathers requirements and translates them into best practice, scalable solutions with a focus on exceptional user experience
Documents processes and technical functionality along with system standardizations and changes
Performs Salesforce configuration... For full info follow application link.
JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.
