Sourcing and Procurement Systems Support - L2

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.

Duties & responsibilities

What this job involves

Serve as escalation point (L2) for S&P Technology tools moved to second level by L1 support team as required.

Provide assistance and troubleshooting, resolving and ensuring issues associated with the system are resolved within agreed service levels (SLA’s).

Keep updated standard Operating Procedures documentation as required (procedures, user guides and training documentations)

Manage complex cases and deal with ambiguity for technology/functional related issues/questions.

Thoroughly test fixes and enhancements updating test scripts prior to deployment to the live system.

Assist with system upgrades and service pack testing as required.

Identify key user processing issues that can be reduced by running short knowledge transfer sessions

Actively participate in requirements gathering and design of solutions, project deliverables, creating test documentation and executing testing across systems.

Work with the business to ensure thorough documentation, testing of enhancements and fixes to production releases.

Implement new initiatives and process improvements for BAU activities.

Ensure all policies and procedures are kept up to date

Track and analyse ticket metrics to identify frequently asked questions and user training opportunities.

Performance objectives

Personal Effectiveness:

· Sets targets for self, monitors and manages own performance (Self-Managed)

· Monitors progress against own performance measures and achieves results

Relationship Building:

· Conducts open, collaborative relations with superiors, peers & clients

· Gains respect of stakeholders (JLL people and clients)

· Ability to manage and see links across a diverse range of activities

Communication:

· Communicates effectively with superiors, peers and clients

· Listens effectively and communicates through actions and example

· Strong communications and relationship skills with the ability to relate to, understand and command respect from subject matter experts

· Well-developed internal consulting skills, displaying strong analytical thinking, problem solving, and negotiation ability

· Proficient in troubleshooting documentation

Problem Solving:

· Thinking out of the box mindset to develop solutions

· Critical mindset to generate/provide solutions under pressure

· Strong analytical skills to identify patterns and deliver solutions for them

· Ability to solve complex issues not having a lot of information available.

Qualifications:

1 to 2 years of experience in technical support/helpdesk/handling tickets and escalated cases

Advanced English (B2) required

Bachelor's degree is preferred

Knowledge in Jaggaer (Advantage and Spend), Aravo, Coupa, E1 (Nice to have) and Service Now is preferred

Proven work experience in technology corporate environments

In-depth knowledge of performance and metrics

Excellent communicator, decision making skills and good presentation skills

Proficient in MS Office skills, highly skilled in MS Excel, analytical and reporting skills

Location:

On-site –Belen, CRI

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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For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.

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 email us at . 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.

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