JLL supports the Whole You, personally and professionally.
**What this job involves**:
Performs analysis & recommends improvements to the routing experience, CTIs, etc. Improves customer experience: Partners with RE&F teams for regular ticket analysis, value added support. Proactive reporting to identify trends and risks in the HD and RE&F workflows/tickets/work orders. Establish a rhythm of business ROB and continuous improvement opportunities. Partners with SSC & works closely with customer experience team for NRR output & improvements. Oversees protocol for aging tickets & escalates non-compliant items.
**What your day-to-day will look like**:
**Chat/River/Corrigo tools**: Coordinates with internal stakeholders for trouble shooting matters regarding tools
Gathers information and solicits feedback to help refine and promote self-serve tools
Assists the Governance Manager Supports internal projects with Helpdesk team on any critical day-to-day deliverables in running ongoing/ new programs
- reporting, communications, etc.
Performs audit and inspection for the function
Provides reporting to the governance manager
Other tasks, delegated by the governance manager
**Desired or preferred experience and technical skills**: Proficient in Microsoft Office tools, experience in working with cloud-based tools - Smartsheet, Salesforce, etc.
**Required Skills and Experience**:
Bachelor's degree in Computer Science, Information Management, or a related field.
Proven experience (2+ years) of progressively responsible of policy analysis, governance liaison, compliance management within a helpdesk environment or financial industry.
Demonstrated strategic thinking skills and ability to engage in substantive dialogue on complex issues and policies.
Solid understanding of organizational structure, and governance framework.
Strong analytical and problem-solving abilities with a keen attention to detail.
Exceptional communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
Experience in implementing data governance tools, technologies, and data management solutions.
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.
