JLL supports the Whole You, personally and professionally.
The CTI/SIM-T System Administrator is the key interface between end users and the system used to connect to problem resolver groups. This role will act as the GREF Governance/Compliance/Operations expert for all things CTI / SIM-T including:
Proper set-up and execution of ticket management resolver groups (RG)
Create new resolver groups, when requested
Work with FM teams as new buildings come online to ensure routing is set up
Work with GREF leadership to ensure routing is accurate, especially in regions with active Help Desks
Regular and timely maintenance to ensure accuracy in CTIs, routings, and SLAs
Proper retirement of RGs
Monthly audit of deprecated buildings - remove routings and resolver groups
Support training and comprehension of the tool SIM-T, as well as, its features, capabilities, and limitations
Assist with ticketing training for teams moving into ticketing, so they understand how CTIs relate to ticketing and why they are important
Manage and track KNet courses specific to SIM-T and RG management for completion and updates
Be the main POC for all data request that will be sourced from SIM-T, RGs, CTI
Conduct audits within program cadence to ensure compliance and identify opportunity to improve or alter KPI based of audit summary.
Work with GREF leadership to update and streamline CTIs and remove inactive CTIs
Assist with GREF Resolver Group baseline push
Assist GREF RIVER team with routings for existing and new workflows
Assist GREF RIVER team with broken tickets - check for lack of routing
Manage GREF FINOPS ADMIN queue
Define quality standards for CTIs including protocols, governance and best practices
**Requirements**:
Fluency in English is required
Excellent written and verbal communication skills
Extremely detail oriented
Solid organizational and time management skills and a capacity to prioritize in a complex, fast-paced environment
Strong interpersonal skills, a natural collaborator, proactive, and able to challenge assumptions
Strong problem-solving skills and willingness to roll up one's sleeves to get the job done
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL
- We're JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.