Product Analyst

Jones Lang LaSalle Americas, Inc.

. Provide day-to-day support for Enterprise Work Management products, including Smartsheet, Monday.com, Workfront, and Atlassian, during Americas region working hours .

Posted 10/14/2026full-timeRemote • MexicoMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in supporting and troubleshooting Enterprise Work Management platforms, including Smartsheet, Monday.com, Workfront, and Atlassian. Proficient in incident management, user onboarding, and process improvement within IT service management frameworks.

Highest-signal resume keywords

Enterprise Work Management SupportIncident ManagementRoot Cause AnalysisUser OnboardingITIL Foundation Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SmartsheetMonday.comWorkfrontAtlassian (Jira, Confluence)Incident ManagementProblem ManagementTroubleshootingConfiguration ChangesUser ProvisioningLicense Tracking

Soft Skills

Strong CommunicationCollaborationAnalytical SkillsCritical ThinkingAbility to Manage Multiple Priorities

Tools & Technologies

IT Service Management ToolTicketing System

Certifications & Qualifications

ITIL Foundation Certification

Industry Keywords

Enterprise Work ManagementSupport ProceduresSLA PerformanceKnowledge Base ArticlesProcess ImprovementAutomation Opportunities

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

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 according to support procedures and SLAs
Manage service requests including user access, configuration changes, and how-to questions
Perform platform administration including workspace setup, permissions, user provisioning, and license tracking
Troubleshoot product issues, identify recurring trends, and recommend fixes or workarounds
Partner with vendors and JLL product leads on escalations and root cause analysis
Track and document incidents, requests, and resolutions in the ticketing system
Report incident and request volumes, SLA performance, and recurring issues
Create and maintain FAQs, knowledge base articles, user guides, runbooks, and support procedures
Support user onboarding and training
Coordinate with global support teams for handoffs and continuous regional coverage
Monitor vendor release notes and communicate product-change impacts
Test and validate vendor releases and configuration changes
Identify process improvement and automation opportunities

Requirements

What you’ll need

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
Working knowledge of incident, request, and problem management practices, including root cause analysis
Experience working with software vendors on support cases and escalations
Ability to work independently and manage multiple priorities
Strong communication and collaboration skills, both verbal and written
Strong analytical, critical thinking, and troubleshooting skills
Availability to work US-based hours aligned to the Americas region
ITIL Foundation or vendor product certifications preferred

Benefits

Comp & perks

Equal Opportunity Employer
Reasonable accommodations for individuals with disabilities