About This Role
This role involves providing day-to-day support for Enterprise Work Management products within a global IT team. The Product Analyst will resolve incidents, manage service requests, and perform routine platform administration, ensuring smooth operation and user satisfaction. The position suits a professional with experience in IT application or product support, focusing on work management platforms.
Responsibilities
- 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, following established support procedures and service level agreements (SLAs)
- Manage and fulfill service requests, including user access, configuration changes, and how-to questions, within defined SLAs
- Perform routine platform administration, including workspace setup, permissions, user provisioning, and license tracking
- Apply product-level expertise to troubleshoot issues, identify recurring trends, and recommend fixes or workarounds
- Partner with the vendor and JLL product leads on escalations, driving issues to resolution and contributing to root cause analysis for recurring or high-impact incidents
- Track and document incidents, requests, and resolutions in the ticketing system, keeping users and stakeholders informed of status and next steps
- Report on incident and request volumes, SLA performance, and recurring issues to product leads and stakeholders
- Create and maintain product documentation, including FAQs, knowledge base articles, user guides, runbooks, and support procedures
- Support user onboarding and training, helping users adopt product features and best practices
- Coordinate with global support teams to ensure smooth handoffs and continuous coverage across regions
- Monitor vendor release notes and planned product changes, and communicate impacts to users and platform owners
- Test and validate vendor releases and configuration changes before they reach users, and report issues to the vendor
- Identify opportunities for process improvement and automation to reduce recurring incidents and improve the user experience
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
