JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
Application Support Analyst (Level 1/2)
The Application Support Analyst provides Level 1 and Level 2 support for JLL Technologies (JLLT) applications, partnering with customers and internal teams to troubleshoot issues, resolve cases within service targets, and improve the customer experience through documentation and knowledge sharing.
Work model/location: Remote (India).
Travel/on-call: None. May participate in an after-hours on-call rotation.
Required hours
Monday–Friday, aligned to U.S. business hours. Shift will be 7am-4pm Central Time.
Job description
Provide Level 1 and Level 2 application support via phone and email for JLLT product applications, including: Archibus, FMSE, FMSW, FMS Space, Maximo, TRIRIGA, Eptura Workplace, SERRAVIEW, OSIS, Nuvolo, Saltmine, AutoCAD, Envizi, and Zendesk
Monitor the incoming case queue and identify emergency, high-priority, or escalated issues.
Receive inbound calls from customers and gather details, guide customers through troubleshooting steps, and understand customer workflows
Make outbound calls as needed to gather details, guide customers through troubleshooting steps, and understand customer workflows.
Own assigned cases through resolution and deliver solutions within defined SLOs/SLAs.
Troubleshoot, test, and research complex scenarios to determine root cause, impact/scope, workarounds, and verification steps for defect reports.
Develop a broad understanding of supported products, workflows, features, integrations, and how they are used across the customer base.
Document troubleshooting steps, findings, and recommendations; escalate to Level 3 when appropriate.
Stay current on feature releases, known issues, workarounds, and support processes (Release Management).
Collaborate with partner teams and departments to build relationships and identify opportunities for cross-functional improvements.
Support special projects and ad hoc tasks as requested.
Provide real-time support to the team by answering questions and offering guidance.
Develop areas of expertise and serve as a subject matter expert (SME).
Champion customer satisfaction (CSAT) outcomes for the Support team.
Contribute to the Knowledge Base by documenting known solutions and creating/updating support articles.
Maintain and deepen understanding of application features and functionality.
Required skills
Excellent customer service skills (written and verbal)
Ability to investigate and document complex issues clearly for escalation
Ability to explain complex situations to a wide audience
Strong analytical and troubleshooting skills
Excellent attention to detail
Self-motivated with the ability to work independently
Ability to multitask in a fast-paced environment
Ability to mentor and support junior team members
Quick learner of new technologies and processes
Strong interpersonal skills and ability to work effectively as part of a team
Ability to de-escalate customer situations and deliver a positive customer experience
Knowledge of the real estate industry and real estate technology
Preferred qualifications
Prior experience in a SaaS or enterprise application support/help desk environment
Experience with ITSM/ticketing tools (e.g., ServiceNow or Zendesk) and SLA/SLO-driven support
Basic SQL skills and/or experience analyzing logs, APIs, or integrations
Experience supporting any of the listed platforms (e.g., Archibus, TRIRIGA, Maximo, Nuvolo, Serraview, Eptura Workplace)
Real estate, facilities management, IWMS/CAFM, or workplace technology domain experience
Potential JLLT career paths
Based on proven expertise and business need, potential career paths may include: Level 3: Corrigo Integration
Level 3: Archibus Developer
Level 3: Maximo Developer
Level 3: TRIRIGA Developer
Level 3: Systems Integration (Hosting)
Equal opportunity employer: JLL is an equal opportunity employer and is committed to working with and providing reasonable accommodations to individuals with disabilities
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
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.
