Product Analyst

• 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

• 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

• Equal Opportunity Employer
• Reasonable accommodations for individuals with disabilities