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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.
Regional Global Resource Booking Administrator
Work Dynamics
What this job involves?
The Resource Booking Administrator will work as part of the Global Resource Booking Team (RBT) which falls under the wider Business Information & Technology Team (BIT). The Resource Booking Administrator will be responsible for maintaining our Resource Booking system and supporting internal customers on behalf of our global client.
Working closely with a small team of a Global Lead (UK based), Regional Leads (India, UK & US based) and Regional Administrators (Hong Kong SAR and India based), the successful candidate will deliver BAU support in terms of managing a work queue to resolve customer enquiries and keeping the system updated with changes or new requirements.
The candidate will become a system SME, and will replicate and troubleshoot customer issues, raising tickets directly to the vendor where extra support and guidance is needed.
The candidate will take direction from the Regional Leads to deliver workload and projects. They will also support with testing and delivering training to end users.
The ideal candidate will be technically minded, with a strong customer focus.
They will be required to work at pace, to resolve a high number of BAU requests, to deliver system updates in line with Moves & Changes and to support with projects and new initiatives.
Teamwork is essential and it’s important that the candidate can integrate into the existing team to share best practice and knowledge and work with others on the account to strengthen our existing JLL community.
The role will be based in India (in either Bangalore or Hyderabad) and will officially report directly to the Global Lead based in the UK. Although day to day management of tasks and support will be provided by the Regional Lead. There will be flexibility to work from both an office location and from home. Occasional weekend working may be required during system outages or upgrades.
Sound like you? To apply you need to be:Major responsibilities:
Manage the Resource Booking work queue (via existing Outlook inbox or via a future queue management tool)
Responding to customer enquiries empathetically and professionally within agreed SLAs
Replicate and troubleshoot customer issues and escalate to Tier 2 support (vendor) as needed
Build and amend system resources via Admin modules
Manage user access requests
Panel troubleshooting
Deliver guidance and training to employees
Implement new rollouts/initiatives under Regional Lead direction
Desirable Knowledge & Capabilities:
Technical mindset with the ability to quickly understand the vendor system and engage with the vendor for troubleshooting. Existing knowledge of FM: S Employee would be beneficial, but not essential
Ability to capture business requirements and translate them into system solutions
Good communication skills (verbal and written). Responding to customer emails with empathy and professionalism, with the confidence to pick up the phone to the customer to discuss their issue
Experience of delivering training to end users
Proactivity – offering to support other Administrators and Regional Leads – working as a team to deliver
Passionate about providing exceptional and memorable customer experiences at every interaction
Team-building – Key stakeholder, collaborators and RBS Team are geographically dispersed. Ability to create team ethos across virtual teams is critical
Data Accuracy & Reporting – ability to maintain data standards within the system and provide high quality updates (right first time). Ability to understand our data outputs via the JLL Dashboard reports and system reports
Conviction to recommend changes to process and procedures for continuous improvement
What you can expect from us
At JLL, we make sure that you become the best version of yourself by helping you realize your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.
Apply today!
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.
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