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Job Description
We are looking for a Product Specialist to join our integral IT team and provide day-to-day support for Enterprise Work Management products.
Key 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.
• Suppo

📌 Product Analyst (Guadalajara)
🏢 Jll
📍 Guadalajara