Product Analyst

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Provide daily assistance for Enterprise Work Management products, which include Smartsheet, Monday.com, Workfront, and Atlassian, during working hours in the Americas region.

• Independently address routine to moderately complex incidents following established support procedures and SLAs.

• Manage service requests encompassing user access, configuration modifications, and how-to inquiries.

• Conduct platform administration tasks such as workspace setup, permissions management, user provisioning, and license tracking.

• Diagnose product issues, pinpoint recurring patterns, and suggest solutions or workarounds.

• Collaborate with vendors and JLL product leads on escalations and root cause analyses.

• Record and document incidents, requests, and resolutions within the ticketing system.

• Provide reports on incident and request volumes, SLA performance, and recurring issues.

• Develop and maintain FAQs, knowledge base articles, user manuals, runbooks, and support procedures.

• Assist in user onboarding and training efforts.

• Coordinate with global support teams for handoffs and ensure continuous regional coverage.

• Monitor vendor release notes and communicate the impacts of product changes.

• Test and validate vendor releases and configuration changes.

• Identify opportunities for process improvement and automation.

⛳️ Requirements

• Bachelor’s degree in Information Technology, Computer Science, a related field, or equivalent practical experience.

• A minimum of 3-4 years of professional experience in IT application support, product support, or a similar role.

• Practical experience in supporting and troubleshooting Enterprise Work Management platforms such as Smartsheet, Monday.com, Workfront, or Atlassian (Jira, Confluence).

• Experience in resolving incidents and fulfilling requests within an IT service management tool while adhering to SLAs.

• Familiarity with incident, request, and problem management practices, including root cause analysis.

• Experience collaborating with software vendors on support cases and escalations.

• Ability to work autonomously and manage multiple priorities effectively.

• Excellent communication and collaboration skills, both verbal and written.

• Strong analytical, critical thinking, and troubleshooting abilities.

• Availability to work US-based hours aligned with the Americas region.

• ITIL Foundation or vendor product certifications are preferred.

🏝️ Benefits

• Equal Opportunity Employer

• Reasonable accommodations for individuals with disabilities