Total 27 job vacancies by Jones Lang Lasalle Technology Services Pte. Ltd.

Jones Lang LaSalle, an international commercial real estate firm, is seeking a skilled and motivated Technical Network Lead with expertise in both traditional networking and cloud networking technologies to join our IT team. The successful candidate will be responsible for overseeing the delivery of network services to our clients, ensuring exceptional quality and customer satisfaction. The ideal candidate will have a strong background in network troubleshooting, implementation, and support, as well as experience managing cloud-based network solutions.

The Technical Network Lead will be responsible for maintaining strong customer and vendor relationships and improving our services to maintain customer satisfaction. The role will perform technical tasks, such as troubleshooting technical issues, and will manage tasks, such as managing team performance, working closely with vendors and team to resolve issues and running outage calls to resolve problems. Other responsibilities include managing projects, fixing reliability issues, tracking service metrics, managing budgets, improving operation processes, managing vendor relationship and working closely with the network service delivery team. The person applying for this role will need to have been a previous technical hands-on network expert that worked in an operational capacity and resolving issues. They will need to have previous hands-on network technical experience and understand networking in the traditional sense as well as cloud networks. This person will also work closely with the Infrastructure Architecture group to make sure all designs are incorporated into the operational model for support.

Responsibilities

Service Delivery Management: Manage the end-to-end delivery of network services to clients, from initial scoping and requirements gathering to implementation, maintenance, and support. Develop and implement service delivery strategies to ensure that projects are delivered on time, within scope, and budget. Communicate effectively with clients to manage expectations and provide regular progress updates.

Level 3 Troubleshooting and resolution: The role will be responsible for Level 3 network support and troubleshooting on both cloud and on-prem as well as work closely with MSP to resolve issues that are impacting the business.

Network projects: The role will be responsible for working on and support global network projects from both planning, hands-on implementation and supporting project teams on various technical projects.

Technical Leadership: Act as the technical authority for network services, providing guidance and support to the Network team and clients. Lead the design, implementation, and support of network infrastructure, including routers, switches, firewalls, and other networking equipment. Develop technical documentation, including network diagrams, policies, and procedures. Work closely with the Infrastructure Architecture Team on new solutions being proposed and how to incorporate those into the operational model.

Cloud Networking Expertise: Design, implement, and manage cloud-based network teams using platforms such as AWS, and Azure. Develop operational strategies for migrating network services to the cloud and optimizing the performance, security, and cost-efficiency of cloud-based network resources. Stay current with industry trends and best practices in cloud networking technologies to ensure our solutions remain cutting-edge.

Vendor Management: Build and maintain strong relationships with network service providers and vendors, negotiating contracts and ensuring adherence to service level agreements (SLAs). Collaborate with vendors to troubleshoot and resolve technical issues and evaluate new products and services to enhance our network offerings.

Incident Management: Oversee the resolution of network incidents, ensuring timely response and resolution to minimize service disruptions. Conduct root cause analyses to identify underlying issues and develop strategies for preventing future incidents.

Continuous Improvement: Foster a culture of continuous improvement within the network team, identifying opportunities for enhancing the efficiency, effectiveness, and quality of our network services. Implement best practices, automate processes where possible, and stay abreast of the latest networking technologies and industry trends.

• Lead network operations and improvements.
• Work on operational improvements and processes.
• Manage and lead outage calls to help resolve issues.
• Conduct root cause analyses to identify underlying issues and develop strategies for preventing future incidents.
• Manage and work closely with vendors.
• Help implement new technologies with the architecture team.
• Oversee the resolution of network incidents in cloud and on-prem.
• Foster a culture of continuous improvement within the network team.
• Manage and lead people.
• Build and maintain vendor relationships and make sure SLAs are met.
• Maintain Network budget and making sure we do not go over allocated budget for network services.
• Identify opportunities to enhance efficient, effectiveness and quality of our network services in cloud and on-prem.

Sounds like you? To apply you need to be:

Experience & Education

• Masters/Bachelor’s degree in Information & Computer Science, Statistics or a quantitative discipline in science.
• 5+ years of technical hands-on networking support.
• 5+ years of leading and managing teams.
• 5+ years of IT operational delivery support.
• 5+ years of Customer Service and Leadership
• 2+ years of experience in migrating on-premises workloads to the public cloud

Technical Skills & Competencies

• Strong understanding of infrastructure and networking.
• Strong troubleshooting skills for cloud and on-prem networking.
• Strong experience in implementing and managing network operations teams.
• Experience in managing people and tasks.
• Experience in successfully deploying networking in a cloud environment.
• Experience in successfully deploying networking in traditional data center and edge.
• Experience in ITIL disciplines.
• Experience and ability to manage conflicts.
• Strong operational ability in a diverse and large-scale enterprise environment.
• Strong decision making and operational skill.
• Excellent verbal and written communication skills
• Proven track record of driving operational teams and decisions.
• Have excellent problem-solving skills utilizing both internal and external resources to get the job done. Work through issues and challenges.
• Have excellent technical leadership
• Self-starter and motivator and ability to work in team and solo

The Manager, Product Support 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, internal and external users, and vendors across JLL’s transactional businesses and be responsible for providing application subject matter expertise, building support technology process operations, and serve as the highest point of escalation support for our businesses and technology partners. As the Manager, Product Support, you will work as a liaison across technology partners to optimize the use of the technology suite. A passion for people management is critical as the Product Support team is our pipeline of technology talent at JLL. Their goal is to create an environment where our product specialists are empowered to deliver amazing user experiences and actionable feedback to their technology partners in a way that accelerates our early career talent.

As a Manager, Product Support you will be responsible for:

• Responsible for leading a strong functional team with a focus on building an efficient and collaborative team culture
• Maintains in-depth expertise of supported product including core functionality, the product roadmap, release cycles, UAT testing and outage protocols, engineering hand-offs, and case workflows to accelerate feedback loops to business and technology partners
• Manages day-to-day support operations, runs support stand ups, and serves as an escalation resource for supported products
• Responsible for ensuring seamless integration and coordination with Engineering, Disaster Recovery, Security, and other relevant partners to facilitate surveys, database updates, and related application actions for supported product(s)
• Accountable to application onboarding/off-boarding, rationalization planning, development of service tooling infrastructure, and associated workflows
• Driving application best practices across product stack; recommends where to consolidate or decommission applications and understands business justification for active applications
• 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
• Actively partners with the business, engineering, and vendor partners to build 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 the user-facing experience across JLLT’s technology for the business line
• Prepares application insights readout to vendor partners on volume and recurrence of issues across applications and recommends and manages improvements
• Continuously improving and informing knowledge management materials with business process framework
• Setting the groundwork for customer satisfaction and vendor 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
• Ensuring central and comprehensive documentation of issues/resolutions to ensure a consistent experience for users and a repeatable playbook for the support team
• Leveraging company knowledge sharing platforms, protocols and apps to stay current on internal technology

PEOPLE SKILLS

• Empowers and enables the team to effectively carry out their responsibilities, ensuring alignment with strategic objectives and measurable outcomes, with a significant % of performance measured by the team’s collective results.
• Commitment to Excellence in user experience [providing proactive communication and resolution ownership]; going the extra mile is standard
• Excellent interpersonal, communication, problem-solving and organization skills.
• Drive to simplify the complex and balance short-term tactical solutions with long-term strategy in mind
• Audits and maintains business application best practices to ensure efficiency and accuracy in the capture of relevant business line data of the product supported
• Strong organizational skills to uphold swift response times as required by the users of the supported product
• Ability to work independently, unsupervised, and as a team player
• Proficiency in managing remote teams and coordinating projects/resources across different time zones
• Comfortable holding team members accountable to a standard of excellence in end-user engagement.
• Ability to set clear expectations and team goals, prioritize escalations, and remove blockers for the team.
• Strong relationship building and problem-solving skills, with a firm grasp of team morale and cultural dynamics.
• Ability to balance delegation and execution, with a commitment to mentor and develop staff along their career paths.
• Strong organizational skills and be able to balance roles to deliver across multiple priorities
• Strong user experience focus with a demonstrated ability to work seamlessly with business users and technical team

QUALIFICATIONS

• Ability to translate complex technical concepts and terminology to facilitate effective communication with non-technical partners
• Knowledge of systems architecture, dependencies, and functionalities.
• Proficiency in diagnosing and resolving technical issues related to the applications being supported. This involves expertise in identifying root causes, analyzing log files, debugging errors, and applying appropriate fixes or workarounds.
• Strong troubleshooting skills with the ability to effectively and accurately diagnose technical issues for web platform systems
• Advanced knowledge of Microsoft Office Suite (Word, Excel, Outlook, Visio)
• Willingness and ability to learn new or tangential technology products to supported product(s) (i.e., Tableau CRM)
• Knowledge of Azure devOps/Jira and Salesforce is preferred
• Knowledge of Service Tooling platform - Service Cloud, Zendesk, Service Now or an equivalent system.
• Experience running Microsoft SQL Reporting Services (SRSS) reports, preferred.
• Understanding of web services (SOAP/REST) workflow, XML and XLST, preferred.
• Experience with TeamViewer and Microsoft Teams for remote troubleshooting.

EXPERIENCE

• Combined 3+ years of management experience and business line expertise
• 2-3 years of Product or Application Support Experience
• Commitment to continuing education in people management and DEI (Diversity, Equity, Inclusion)
• Experience working in large global organizations with geographically dispersed teams and complex technical environments as well as dealing with internal and external customers, service providers, and vendors

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, data analytics, technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Duties & Responsibilities

• Serve as a leader, mentor and problem-solver for a global team of data analysts by providing guidance and building capabilities to support Client across time zones consistently and efficiently.
• Be the subject matter expert of real estate portfolio planning to produce a comprehensive view of the Client’s portfolio and its outlook to inform portfolio strategy development.
• Solve critical and urgent data problems, while simultaneously creating and executing a well-aligned portfolio analytics program.
• Identify opportunities to use data to develop new strategies and improve business performance, utilising knowledge of mathematical modelling and other optimization methods to perform data analysis.
• Conduct exploratory meetings with JLL Teams and Client to generate ideas and gather requirements around how data and machine learning can be used to improve the portfolio planning function, as well as operational efficiencies.
• Translate business requirements into functional and technical requirements specifications
• Synthesizes data and analytical methodologies into actionable business strategies to facilitate planning initiatives and data-driven decision-making.
• Produce visualizations and reporting at scale to enable Client engagement with various levels of stakeholders.
• Monitor request intake, work distribution and development progress as well as review deliverables to ensure projects and requests are completed on time and within budget while meeting or exceeding Client.
• Regularly assess and evaluate work processes and team performances to maximise team potential.
• 
  
• 
  

Sound like you? To apply you need to be:

• Able to effectively lead a global team of successful data professionals in delivering data and analytics solutions that exceed Client expectations
• Experienced in influencing technical and non-technical stakeholders via written and verbal communication
• Able to juggle multiple priorities, manage ambiguity and have strong problem-solving capabilities
• Passionate about delivering results in a strategic planning function

Key Skills

• Proven experience in leading a team of data professionals
• Outstanding analytical skills, with preference for a statistics or strategy background.
• Strong communication and people skills – capable of engaging and influencing stakeholders at all levels, across cultures and languages. Fluent in written and spoken English.
• Proven track record in delivering projects on time and budget while meeting or exceeding client expectations.

Employee Specification

• A degree or higher in Computer Science, Information Technology, Mathematics, Statistics, Data Science, or a related discipline.
• Minimum 8 years of professional experience in business & data analysis and at least 2 years of people management experience
• Proficient in SQL, R and Python. Knowledge of Javascript a plus.
• Real estate and/or management consulting experience is a plus

Work Dynamics - Integrated Facilities Management

​

Duties and responsibilities

• Provide superior customer service to meet on-site client’s expectations
• Oversee and manages cleaning and soft service operations on site. Ensure positive work experience for all users.
• Managing cleaning vendors and ensure reporting is submitted regularly.
• Ensuring the office, meeting rooms, pantry, cleanroom and warehouse area are clean, tidy, secure and in line with workplace safety requirements

Procurement & Vendor Management

• Assist in the management of vendors on site to ensure they perform to the required standards (including inspection of vendors’ works, regular training and meetings)
• Assist in the procurement of vendors and services when required
• Assist in contract management for vendors

Finance Management

• Assist in annual budget for OPEX.
• Assist in financial processes to ensure that all financial management requirements are completed in a timely and accurate manner
• Ensure prompt and accurate management of purchase orders in JDE

Health & Safety Management

• Conduct regular audits and site walks to ensure safety procedures on site are in place and working
• Assist in carrying out safety procedures and investigation when needed

Site Operations Management

• Assist in the implementation of Best Practice operations
• Conduct site inspections and assessments to ensure all cleaning procedures and performance measures are maintained at all times
• Seek ways to constantly reduce costs and improve operational standards
• Maintain premises in neat and good working condition at all times
• Coordinate with vendors to ensure that pantry and vending machine items are always in stock
• Lead meeting with client / stakeholder on cleaning and soft services operations.
• Weekly presentation on site operation and expenses

Risk Management

• Assist in the implementation and management of property risk management program
• Follow established escalation procedures and incident reporting procedures
• Adhere to Jones Lang LaSalle’s business conduct by ensuring compliance with the firm’s guidelines, procedures and strategies
• Achieve Key Performance Indicators and Service Level Agreement targets

Required Qualifications & Experience

• At least 2 to 3 years of prior experience in facilities, property management, hospitality or related field preferred
• Minimum diploma in any related discipline
• Knowledge of local occupational health and safety requirements, critical facilities and vendor management for specialized services is advantageous
• Understanding of cleaning operations and cleanroom cleaning will be advantageous.
• Able to cooperate and work well with others to meet targets
• Support the team effectively as and when needed
• Proven ability to commit to flawless execution while complying with firm’s procedures and standards
• Able to interact with the client staff & vendors with ease
• Ability to manage conflict and conflicting priorities
• Demonstrates ability to work with vendors to deliver efficient services
• Demonstrates proactive & professional approach to customer service
• Has a customer-oriented attitude
• Proven ability to manage multiple and complex operational matters on a daily basis
• Demonstrates ability to prioritize and manage the completion of projects in an efficient and timely manner

What this job involves:

Centralising all logs and requests

What we’re looking for is an expert who can effectively streamline processes and requests. Reporting to the facilities manager, you’ll provide superior call logging services—receiving and logging complaints containing complete details of the requests.

In line with this, you’ll tag each request with unique identity numbers to determine the nature of issues, and to dispatch them to the appropriate department. You’ll also follow up on the progress of each request by coordinating with respective assignees and monitoring their response time.

Furthermore, you’ll keep tabs on feedback and communicate with the requestor to ensure the closure of the task. You’ll also prepare daily and weekly reports on call status, as well as monthly reports on recurring calls. Assisting building engineers in conducting analyses is also within your scope.

Performing other ad hoc tasks

As an expert in the field, you must be flexible in taking other responsibilities aside from your core tasks. Part of your mandate is to contribute to the monthly management report for our clients. Likewise, you’ll work closely with the team in processing invoices.

Likewise, you’ll be working side-by-side with both engineering and facilities departments in handling our contractors and developing operational procedures. Ensuring workplace safety is also within your scope. To do this, you’ll actively participate in health and safety reviews and identify potential risks. You’ll also participate in emergency evacuation procedures as needed.

Sound like you? To apply you need to have:

Proven industry experience

Do you have three to five years’ experience in facilities management? Do you have a solid background in helpdesk operations and strong working knowledge of occupational safety? Do you have a proven track record in rolling out improvement initiatives? Are you proficient in common workplace software e.g. Microsoft Office as well as purchase order systems? If you said yes to all these, then we encourage you to apply.

Collaborative mind set

At JLL, we believe that collaboration plays a central role in achieving success—that’s why you must demonstrate flexibility in working with a team. Likewise, you must possess a customer-centric focus and superior organisational skills to manage daily activities effectively. You must also be equipped with excellent communication skills to coordinate effectively with colleagues and clients.

What we can do for you:

At JLL, we make sure that you become the best version of yourself by helping you realise your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.

Job Description

What this job involves:

Championing Sustainability and Environmental Stewardship

Do you have a passion for driving sustainability and technological initiatives? As an Sustainability and Technology Lead, you will be responsible for leading our efforts to create a more sustainable and environmentally friendly workplace, introduce technological solutions to optimize operations and drive sustainability insights. You will develop and drive programs aimed at reducing our environmental footprint and ensuring compliance with environmental laws and regulations.

Key Responsibilities:

• Develop, implement, and oversee environmental policies and initiatives, aligning them with corporate sustainability goals.
• Implementing and managing technology solutions for facilities management, digital engineering processes and management of common data standard
• Promote environmental awareness and responsibility across all levels of staff through training and engagement activities.
• Ensure compliance with environmental legislation and keep up-to-date with industry and regulatory trends and updates.
• Lead sustainability projects aimed at reducing waste, energy usage, and carbon emissions.
• Collaborate with facilities, corporate responsibility teams, and external stakeholders to enhance environmental and technological performance.
• Drive continuous improvement by identifying and implementing best practices for digitalisation.
• Manage reporting on environmental performance metrics and communicate progress toward environmental goals.

Providing Insights and Lead Changes

As an Sustainability and Technology Lead, you'll have the opportunity to showcase your leadership abilities by influencing company policies and fostering a culture of sustainability. This pivotal role requires you to delve deep into environmental issues, enhance technological competency and ensuring our operations take a proactive approach to attain sustainability and smart FM objectives

Who we are looking for:

Qualifications and Experience:

• A degree in Environmental Science, Sustainable Development, or a related field.
• A minimum of five years' experience in environmental management or sustainability within a corporate setting.
• Proven experience in implementing and managing technology solutions for facilities management, digital engineering processes and management of common data standard.
• Expertise in international and local environmental regulations.
• Understanding and in-depth knowledge of facility / system, analytical and problem-solving skills, with the ability to interpret complex data sets and generate actionable insights, able to read and understand IT network topology is a plus
• A proven track record of leading cross-functional teams and projects.

Skills:

• Strong leadership capabilities with a drive to influence corporate environmental practices.
• Excellent oral and written communication skills to effectively articulate sustainability initiatives and motivate others.
• Analytical and systematic approach to problem-solving.
• Ability to manage multiple projects simultaneously and prioritize effectively.
• Client-centric mindset with a focus on delivering exceptional service.

What we can do for you:

At JLL, we are committed to fostering your career growth in an entrepreneurial and inclusive work environment. We support your ambitions with our Total Rewards Program, comprehensive pay, and benefits package designed to boost your well-being. Join us and champion sustainability as you become the best version of yourself.

Work Dynamics - Integrated Facilities Management

Key activities the Workplace Ambassador is required to assist with include:

• Client/Stakeholder SupportProvide superior customer service to meet on-site client’s expectations
  Build relationships with clients/stakeholders
  Communicate and engage with stakeholders/employees/guests for all queries and requests
  
• Procurement & Vendor SupportAssist in the management of all contractors on site to ensure they perform to the required standards (including inspection of vendors’ works)
  Assist in the procurement of vendors and services as required
  Host monthly/quarterly vendor meetings, upload minutes of meetings, action plans and improvements plans
  
• Finance Admin SupportAssist in financial processes to ensure that all financial management requirements are completed in a timely and accurate manner
  JDE PO/GR, Peoplesoft invoices, Corrigo WOs, track DAS reports and submit monthly accruals report to Workplace manager
  
• Health & SafetyConduct regular audits to ensure safety procedures are being complied with
  Prepare PTW/RA for vendors during events on site
  Assist in carrying out safety procedures when needed
  Conduct safety briefing when requested
  Participate in fire drills managed by Landlord
  Ensure Safety SOPs are complied.
  
• Site Operations tasking (% allocation depends on site)Loading Dock Coordination (if applicable)
  Coordination of Loading Dock bookings
  Overseeing all incoming deliveries.
  Observe unloading of trucks for proper handling and distribution of freight.
  Recording delivery information on incoming shipments for each specific vendor.
  
• Conference Rooms Coordination (Meeting rooms and Event space Coordination)
• Coordinate booking of the conference rooms for events/meetings
• Prepare Conference room areas for meetings/conferences
• Manage Event space set up
• Be POC for any issues/defects arise in meeting room technology, systems and assets
• Organize any specific requirements from the clients regarding meetings
• Coordinate DCI or customer meals as directed (depends on site)
• Participation in events hosted by client and JLL4JLL
• Office maintenance orders (Hard services)Perform the weekly consumables order
  Receipt all consumables delivered and store as required.
  File and keep all receipts for records.
  Ensure adequate consumables available for workplace operations
  
• General Site inspections
• Perform inspections. Give direction to the onsite staff and vendors workplace is kept clean and safe.
• Organize any special clean requirements
• Escorting Clients/Contractors
• Escort clients in areas only persons with Level 1 Security Access can reach.
• Assist in maintaining client access requirements.
• Manage building and office access
• Repair and MaintenanceInspect all R&M assets, check inventory, rectify any issues
  Keep record of all inspections completed
  Assist in Ops Aide, Energy Audit, any other projects
  Annual office improvements
  Annual shut down
  
• Risk ManagementAssist in the property risk management program
  Participate in the disaster recovery and business continuity plans as required
  Follow established escalation procedures and incident reporting procedures
  Adhere to Jones Lang LaSalle’s business conduct by ensuring compliance with the firm’s guidelines, procedures and strategies
  
• Achieve Key Performance Indicators and Service Level Agreement targets
• Other tasks consistent with the role of Workplace Ambassador

Role 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)

What this job involves:

Building great impressions and experience

You’ll be the face of JLL—that’s why creating a welcoming yet professional image of the company is vital to your role. As our stakeholders’ first point of contact, you should make them identify immediately that we are the kind of company they would want to do business with. Therefore, you must demonstrate high levels of customer service and integrity, especially in handling enquiries, issues and complaints.

Your commitment to our brand promise of client service would be befitting, as you will deal with the varying demands of visitors and employees. In all your activities, you’ll need to keep in mind that you follow the company’s regulations and requirements.

Keeping a well-oiled workplace

Together with the facilities management team, you’ll help ensure that clients, vendors and employees enjoy a safe and positive experience. While you keep the front desk activities on track, you will be the go-to person for all concerns in the reception area. Day in and day out, you’ll promptly tend to telephone / walks-in queries and requests, issuing visitor badges, monitoring sign in and out and following security procedures, all while maintaining professionalism and politeness at all times.

You’ll be trained to follow escalation and incident reporting procedures and comply with the firm’s safety guidelines and strategies.

Your responsibilities also include, but are not limited to: creating work orders for employees who called in or by email; manage and reply building helpdesk emails; season parking programming, ticket issuance and generate month end report; access card programming and reporting; monitor meeting room booking system; managing office supplies inventory; handling paperwork on maintenance-related activities; monitoring of scheduled events.

Knowledgeable and experienced

You should have at least 2 years of experience in a corporate environment, particularly in customer service experience. An experience in facilities, property management, hospitality or related field is ideal will go a long way. A great match for this job would be someone who has a well-presented, approachable manner as well as superb written and spoken English communication skills. And if you can also match these abilities with a computer-savviness, then you might be the one we’re looking for!

A positive thinker and strong communicator

Are you a confident, energetic and customer-oriented? Can you interact with stakeholders across all levels? Engaging with visitors on a personable level should be easy for you. You should also have an adaptable mindset that helps you respond to various challenges thrown at you.

Organisational and professional

You should know how to remain calm and professional, and maintain a proactive and positive attitude, especially in managing multiple operational matters under stressful situations. You must be able to manage conflicting priorities and apply holistic approaches for long-term solutions, while complying with the firm’s procedures and standards.

Role Objective:

As a Product Specialist, you will be responsible for providing specialized product expertise and high levels of customer service to our business users for our strategic products. You will be a subject matter expert on these products and will work with customers to answer their questions and resolve their issues. You will also work closely with product, engineering & QC team to ensure that our products are meeting the fulfilling business needs. In this role, you will report to the Operations and Training Lead for Leasing products APAC.

WHAT THIS ROLE INVOLVES

As a Product Specialist, you will be responsible for:

• Providing high levels of support to all end users daily by being the first point of contact for all product related support requests, queries, and bugs. Respond promptly to user emails with detailed information/ solution and ensure that all issues are properly resolved. If an issue cannot be resolved immediately, provide timely updates to users and stakeholders. This involves providing high level of support to clients for client facing related products.
• Perform user acceptance testing (UAT), regression testing and postproduction testing ensuring system is stable, and all existing functionalities are working as expected. Work closely with engineering and product to resolve bugs found as part of this process.
• As product subject matter experts, build up product knowledge across entire leasing tech stack. Continuously build and maintain in-depth knowledge of how business functions, processes, system integrations, and workflows align to the use of supported leasing tech stack.
• Provide exceptionally user/ client service by building and maintaining user/ customer relationship and resolving queries at the earliest.
• As feature release are typically deployed over the weekend, product specialists are required to be available on selected weekends (on a rotationally basis) for activities such as regression testing or post-production testing, etc.
• Actively work towards increasing usage and adoption by fully supporting the regional training series. Areas of expected contribution are in administering the training program, developing training curriculum and content that’s relevant, delivering training, and ensuring all user queries are addressed either via the support channel or by running virtual drop-in sessions.
• Digital adoption platforms (DAP) support adoption of tools and technologies providing a more personalised learning experience. In addition, provides valuable insights into how users are using a tool. Product specialists are required to own and build content in DAP in an effort to increase adoption while continuously monitoring and identifying areas where users struggle and make adjustments accordingly.
• Support technology operational functions for leasing business not limited to onboarding users, administering application access/ termination, providing data dumps/ analysis in support the business etc.
• Ability to work collaboratively and supportively with other product specialist is essential for success in this role. This includes teams in product, engineering, design, quality etc. This extends to covering off each other when team members are on planned leave or out on medical. Working together to deliver the best possible outcomes for our business and users.
• As the commercial real estate market becomes increasingly competitive, JLL is constantly looking for new ways to differentiate itself and win more deals. As part of this effort, we are investing in prop tech tools to help our brokers close more business. Product specialists play a key role in this effort by supporting brokers in using these tools effectively.
• In supporting JLL’s on-going efforts in prop tech, product specialists are expected to take on and own few special projects (as and when the need arises).
• More actively execute feedback surveys, primarily as part of our regional training series. This will help us ensure that the content we deliver is relevant to our users and provides data points to improve the program.
• Completes any/all other duties and tasks as assigned by the Operations & Training Lead and General Manager APAC Leasing Tech.

SOFT SKILLS

• Commitment to excellence in customer service; 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.
• High levels of initiative and willingness to take on experimental new technology (and projects).
• Eagerness to expand product knowledge becoming a subject matter expert across leasing tech products.

QUALIFICATIONS

• Intermediate to advanced knowledge of Microsoft Office suite (Word, Excel, Outlook, Visio).
• Basic knowledge in SQL for querying large datasets; or willingness to learn.
• Willingness and ability to learn new or tangential technology products to supported product(s) .
• 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)

Fostering relationships

You'll foster critical relationships between various individuals and organizations, including:

• Corporate Real Estate to review and resolve planning forecast requirements, concerns, and issues,
• Business Unit leadership to collect headcount forecasts and resolve headcount forecast discrepancies between their numbers and those collected at the group level,
• Corporate Finance group to gather top-down headcount and growth projections,
• Project management to review planning strategies that drive construction projects and support the implementation of these projects,
• Move coordination and facility management teams to review and approve moves, develop migration plans, and conduct facility audits, and
• Other members of the occupancy planning team to ensure the development of portfolio strategy plans across separate locations.

Driving optimal occupancy planning solutions

Your primary focus areas for this role will be managing the development of occupancy plans, sequencing group-level and individual moves, and resolving planning issues identified during client planning sessions. You will ensure the alignment of planning with corporate guidelines and that all scenarios maximize the use of space. You will recommend, educate, and enforce space policies/standards, procedures, and protocols, notify the client of customer-requested exceptions, and, as necessary, assist in developing site-specific Planning Strategies with Senior Leadership. You will be a Subject Matter Expert in the client's workplace program and in using data to drive solutions that increase productivity. You will be a leader in the Occupancy Planning and account team, modelling superior client relationship management and strategic thinking.

Reporting

One of your major requirements will be to get familiar with space utilization methods and the presentation of utilization data. Interacting with organizational leadership, you will identify space requirements and prepare and update project status reports on actual versus projected seat demand at the regional level. In addition, you will report on current supply and capacity, forecast inventory changes as required, and work with the client to reconcile any discrepancies from top-down projections.

Sounds like you? To apply, you need to be:

Proactive

Asking the right questions to understand our clients' underlying needs will help you be effective in your role. We will expect you to work independently, multi-task, and manage your time to meet deadlines, as you'll often need to reorganize your daily schedule to deal with your team's changing necessities and requests. We will also look to you to be proactive and innovative in developing solutions with your stakeholders and driving their implementation.

Tech-savvy

You will be successful in the role if you are comfortable using software to support planning solutions and communicate ideas clearly with the planning team and client. This includes having advanced skills in Microsoft Excel (pivot table, vlook-up, cell calculations). In addition, proficiency in Microsoft Office Suite and the ability to consolidate data and floor plans into PowerPoint Presentations and experience with CAFM / IWMS software will be highly valuable.

A communication champion

Excellent communication skills are important – both written and spoken. An individual with strong interpersonal skills, able to understand complex ideas and communicate them to others, and an ability to interact with executive-level external and internal clients will help you to be successful in the role. Most importantly, it would help if you look forward to working as part of a diverse, supportive, and talented team.

Dynamic

Thinking strategically, simplifying the complex, seeing the big picture, and driving results are a few of the role's basic requirements. Moreover, you should thrive on change and have an appetite for risks. We would love your intellectual curiosity towards digital drive, hunger for learning, and urge to meet deadlines.

Below are the skills and experience that we are looking for:

• Ability to lead through influence
• Expert level data analytical skills and ability to articulate stories through data
• Attentive to detail and accuracy - particularly numbers and spatial creativity
• Highly organized and demonstrates a high level of performance in project budgeting and scheduling
• A working knowledge of occupancy utilization, office design principles and trends such as the mobile or collaborative workplace is preferred
• A Bachelor's Degree in Occupancy Planning, Real Estate, Finance, Architecture, Design, Construction Management, or related field is preferred

What you can expect from us:

At JLL, we make sure that you become the best version of yourself by helping you realize your full potential in an entrepreneurial and inclusive work environment.

Our Total Rewards program reflects our commitment to helping you achieve your career ambitions, recognizing your contributions, investing in your well-being, and providing competitive benefits and pay.

We can’t wait to see where your ambitions take you at JLL

The Sales Solutions Engineer collaborates directly with the sales or account team by acting as a technical expert in all of the events that lead to a buying decision. With direct responsibilities that include pre-sales technical consulting, pricing recommendations, data security or compliance requirements, technical demonstration setup, and client presentations, this individual will act as an invaluable partner to the entire sales organization and a crucial part of the sales cycle.

The SE exhibits a deep technical understanding of the product(s) that they are responsible for within the sales cycle. This individual must be comfortable presenting to lower level influencers and high-level decision makers alike, and most importantly, adjusting the level of technical depth to suit the audience. The Senior Sales Solutions Engineer is responsible for collaborating with sales team, delivery teams, and account management teams. This role can be broken into four key areas:

Product Pre-Sales Consulting:

· Assist the sales team to provide expert technical direction or consulting to the client as a pre-sales exercise, including assistance in qualifying opportunities.

· Develop a standardized consulting approach to assist the sales team with budgetary estimates and pricing exercises.

· Possess a broad understanding of JLLT product offerings to be able to recognize opportunities adjacent to and in addition to the current product offering.

Product Demonstrations:

· Work with product infrastructure and ensure that all out-of-the-box demonstration environments are available, performing adequately, and configured in preparation to the client’s needs.

· Improve the speed of response by establishing and maintaining an out-of-the-box demo dataset as well as demo scripts.

· Innovate by establishing advanced demonstration sets that can be more tailored and unique to client challenges and business requirements.

· Collaborate with the sales team to recommend configurations, identify required customizations, and/or uncover unique opportunities in support of each sales pursuit.

Product Innovation and Continued Expertise:

· Develop his/her own learning path to ensure that all functional areas of selected products are understood at expert-level. There should be a cyclical nature to this path: Learn, Repeat, Teach, and Innovate.

· Contribute to continuous innovation efforts led by the JLL technical delivery team by understanding the broader JLL technology ecosystem, market trends, competition, and industry demands.

· Act as a liaison between the Sales Enablement Team and the product delivery leader for continual product improvement, ideas sharing, and general collaboration.

· Expand your product knowledge to include JLL Technologies products and 3rd party solutions to provide a more well-rounded consulting experience for prospective customers.

Product Bid Response Efforts:

· Participate in RFP response efforts as needed. This could include collaborating on technical responses, example deliverables, system graphics training guides, and pricing exercises. This could also be connecting to the correct resource internally to help, as well.

· Make recommendations to the bid management team on improvements to proposal language and technical deliverables.

· Attend sales pursuit debriefs to provide feedback on the sales cycle, team approach, win themes, and client engagement.

Key Responsibilities:

· Product demonstrations

· Product presentations

· Collaboration with sales pursuit teams

· Collaboration with product delivery teams

· Collaboration with bid management teams

· Establishing standardized product demo environments, demo data sets, and demo scripts to increase our speed of response

· Develop a personalized learning program and cadence to continually deepen subject matter expertise while also educating partners internally

· Develop standardized pre-sales consulting approach for product pricing and functional area mapping to create a consistency, efficiency, and accurately in our client recommendations

· Assist in pricing and proposal development

· Continuous improvement in products and process.

Role Objective:

The Operations & Training Lead is a critical role in building and supporting a high-performing product specialist team across a strategic product in our JLLT Core Product organization. You will be responsible for ensuring the Product Specialist team is providing comprehensive product subject matter expertise, cohesive technology operations support, and high-quality of care and service excellence for end users, which encompasses JLL’s entire $18B business.

The Operations & Training Lead works within a strategic product supporting a specific revenue generating business line or core function to standardize the quality of care, a robust support knowledge base, monitoring quality assurance, and delivering operational excellence and full end to end subject matter expertise. Additionally, they partner and work with various teams within Core to deliver a seamless experience from deployments, support to end-user training.

WHAT THIS ROLE INVOLVES

As Operations & Training Lead, you will be responsible for:

• Strategic Leadership and Team Culture: Lead a dynamic team, fostering a culture of collaboration, trust, and respect. Drive initiatives that encourage teamwork and mutual support.
• Expertise in Product and Process: Deepen product knowledge of the entire Product Specialist team across our leasing technology stack and growing knowledge of how business functions, best practices in processes, turning processes into actions and how workflows align to the use of the supported product, inclusive of comprehensive training materials (e.g., user guides, videos etc.).
• Collaborative Cross-Functional Management: Enhance communication and cooperation between Product, Engineering, QA and Program Management teams. Steer the team through product releases and stabilization phases, focusing on collective goals.
• Operational Excellence and Client Service: Oversee daily operations via daily stand ups, including issue prioritization, process implementation, and high-level escalation support. Guide the team in providing exceptional client service and building strong client relationships.
• Performance Improvement and Data Analysis: Utilize key metrics to improve resolution efficiency, client centricity traits, customer satisfaction, and product adoption. Make informed decisions based on internal product analytics. This involves ensuring usage & adoption metrics are tracked closely and on a positive trajectory.
• Training Development and Knowledge Management: Maintain up-to-date expertise on supported products and release cycles, UAT testing protocols (product dependent), outage & communication protocols, engineering and change management touchpoints. Manage gap analyses for case queues and user knowledge. Implement digital adoption platforms for personalized learning experiences. Run the regional tech training program ensuring end users are fully equip with technology know how and may include running focused hyper care programs and providing white glove support for identified group of users.
• Innovation and Business Growth: Explore new tech tools and methodologies to enhance business opportunities. Facilitate feedback review sessions for continuous product improvement and client acquisition strategies.

Soft Skills

• Commitment to holding the product specialists to a standard of excellence in customer care and business support.
• Ability to set clear expectations and team goals, prioritize escalations, and remove blockers for team.
• Strong relationship building and problem-solving skills and firm grasp on team morale and cultural dynamics.
• Ability to balance delegation and execution, commitment to mentor and grow team members along development paths.
• Excellent interpersonal, communication, problem-solving and organizational skills.

Qualifications

• Subject Matter Expert and relevant Industry/Business expertise
• Knowledge of Microsoft office (Word, Excel, Outlook, Visio)
• 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.
• Product System Admin Certification, where applicable

Education

• Undergraduate degree in a related field (i.e., Finance, Real Estate, Data, Customer Service, Product)
• 2+ years of management experience in customer support
• 5+ years of experience in supported product; less years acceptable with an accompanied recommendation

Work Dynamics - Integrated Facilities Management

Assist Facilities Manager in managing the services, day to day liaising with DC in charge & GIPS/DCFM in explaining and resolving their problems

Effectively manage engineering and related administration functions, ensuring all procedures, processes, and client requirements are undertaken in a timely and efficient manner

Manage building/electrical/mechanical/plumbing system maintenance, including Air-con, UPS, CRAC, Switchgear, Alarm system, BMS system, Fire Protection system, Water supply, drainage system, miscellaneous electrical systems and appliances

Ensure the implementation and management of Risk & Safety work practices to reduce the interruption to Bank’s operations

Manage a team of Executive, senior technicians and technicians to deliver all engineering operations, troubleshooting and issue resolution

Manage vendors and contractors to ensure that planned Preventive Maintenance is carried out in accordance with specifications, local codes and safe practices

Manage a programme of inspections for the assigned properties on Energy conservation, Maintenance practices, Utility management and Risk management procedures.

Identify and drive the implementation of engineering-related cost saving initiatives

Implementation of risk mitigation measures and ensuring a safe work environment is maintained at all times

Coordination with building operations teams and following of client and building protocols relating to maintenance work and access

Ensure all safety procedures, including Crisis Management/ Business Continuity and Emergency Procedures are established, maintained and followed at all times

Oversee the effective management of data centre related facilities assigned, perform regular analysis of assets performance data, perform hands-on operations to mitigate data centre related facilities failure in a timely manner

Conduct risk assessments of equipment and data centre related facilities failures and take proactive action for preventive maintenance

Perform regular reviews of electrical and mechanical systems performance, failures, analysis and rectification of the breakdowns in a timely manner

Any other function necessary for effective operations of the Properties or as directed by the management

Accountabilities

Operations

• Assist with VIP’s arrival
• Manage the concierge counter and all enquires
• Manage calls
• Log all feedback and follow through until case is satisfactorily resolved
• Handle complaints and deploy facilities team support
• Use the Visitor Management System to pre-register guests / visitors
• Book and manage meeting rooms (setup, cleanliness, AV etc.)
• Event coordination
• Generate concierge reports
• Assist and deploy Butler Services
• Assist Helpdesk as and when needed
• Ad hoc tasks that may be assigned as when needed

Reporting

• Responsible for documenting all Facilities user communication (Complains, Feedback. Etc.)
• Responsible for Call Log reports
• Responsible for Meeting Room reports
• Responsible for Event Reports
• Ensure escalated issues are reported to manager immediately
• Other reports and activities assigned by the manager

Key Result Areas/ Competencies

• Ability to work under pressure efficiently
• Proactive and solution oriented, friendly with assertive and personable nature
• Demonstrate initiative and able to work in a team-based environment with plenty of movement
• Experience in using Microsoft Excel and Word
• Decorous and Diplomatic

Required Qualifications & Experience

• Experience in the service industry
• Able to multitask with good time management skills
• Good relationship building skills
• Strong written and oral communication skills
• Fluent speaking and written English are required
• Minimum High School Diploma
• Prior experience with any global airlines and leading hotels preferred. Experience in concierge service an added advantage
• Service oriented, strong sense of urgency, pleasant and approachable disposition with a sense of self achievement and a winning attitude