Senior Product Specialist, Salesforce Service Cloud Administrator/Configurator

JLL empowers you to shape a brighter way.  

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

About the Role:

The (P3) Senior Product Specialist sits at the intersection of Service Cloud's technical foundation and JLL's enterprise AI priorities, including the Accelerate 2030 AI strategy, and is responsible for redefining how Service Cloud support operates as AI becomes central to case resolution, knowledge management, and platform automation. This role administers and supports Salesforce Service Cloud within our Product Support and business line technologies, combining certified Salesforce configuration with hands-on user support, escalation management, and technology partner feedback loops, while owning the technical health of custom-built solutions, including declarative configuration, Flow architecture, and integration touchpoints.

What your day-to-day will look like:

User-Facing Support & Resolution

• Primary point of contact for user-facing support escalations of supported product(s); manages all back-end hand-offs and provides one seamless message/resolution touchpoint to the end-user(s)

• Builds and leverages AI tools to accelerate diagnosis, reproduction, and root cause analysis that drives resolution and continuous improvement

AI-Driven Support & Salesforce Configuration

• Applies AI tools to day-to-day configuration and support work, growing toward more advanced, agentic AI-driven workflows, building on the AI-driven case integration work already established in this role.

• Evaluates AI-generated outputs for accuracy, owning prompt quality, knowledge base accuracy, and agent response performance, and exercising judgment on when to escalate to human review

• Expected to reshape how support and configuration work get done by exploring and prototyping new AI capabilities, not just adopting tools as they arrive

• Administers and configures Service Cloud declaratively, including Flow Builder and metadata-driven solutions, applying configuration-over-customization principles wherever possible

• Understands and monitors integration touchpoints, including authentication and API-level failures, and partners with engineering teams to resolve issues

• Maintains and troubleshoots existing high-complexity, critical custom-built Service Cloud solutions

Product Delivery & Onboarding

• Executes go-to-market strategy including rollout(s), training, and support planning, including launch and hyper care activities

• Implements product onboarding, support operations infrastructure, prioritization, and feedback loops in our service tools for supported product(s)

• Runs UAT testing practices from a user experience perspective, prior to releasing to business users/testers

• Partners with Operations team members to develop and mature Model Context Protocol (MCP) integrations, supporting future AI-driven tooling and workflows as this capability develops

Knowledge Management & Continuous Improvement

• Responsible for user engagement and experience to drive adoption and improve product recommendations

• Actively sets up and reviews case trends and proactively surfaces opportunities to improve adoption

• Maintains in-depth expertise of supported product including core functionality, product roadmap, release cycles, UAT testing and outage protocols, engineering hand-offs, and case workflows

• Categorizes, reviews, and translates user feedback into actionable product improvement recommendations

• Owns continuous improvement of both user-facing knowledge bases and internal knowledge management to ensure consistency across both audiences.

Qualifications & Experience

Required

• Salesforce Service Cloud Certification (Administrator or Service Cloud Consultant, or current equivalent), or hands-on experience configuring Salesforce, building integrations, and working AI/API-driven workflows in lieu of certification

• Comfortable reading API logs and debug logs to trace authentication and integration failures, including OAuth 2.0 token issues

• Can read and interpret Apex classes and HTTP callouts well enough to diagnose an issue, reproduce it, and hand off to engineering with a clear reproduction path and supporting logs

• Hands-on experience with AI tools (e.g., Claude, ChatGPT) and agentic AI systems, including prompt building and AI-assisted workflows

• Combined 3-5+ years of product support, Salesforce administration, or related technical support experience; less accepted with an accompanied recommendation

Preferred

• Comfortable working in Lightning Web Components (LWC) as well as legacy Aura

• Hands-on with developer tools like VS Code, Postman, or Developer Console to self-serve troubleshooting rather than waiting on engineering

• Working understanding of Data Cloud fundamentals

• Has built or experimented with Agentforce or MCP (Model Context Protocol)

• Comfortable in Azure DevOps, Jira, MoveWorks, and ServiceNow (or similar tools)

People Skills

• Growth-oriented and proactive, respecting chain of command

• Actively seeks and incorporates feedback as part of ongoing performance and development

• Places equal value on technical work and the administrative components of the role, including documentation and change management communication

• Strong presentation skills; confidently leads recurring stakeholder-facing sessions

• Works independently and takes ownership, while also taking direction well from a peer-level lead

Location:

Remote –San Jose,CRI

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may email us at HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

Jones Lang LaSalle ("JLL") está comprometida a trabajar con personas con discapacidades y proporcionarles accesibilidad. Si necesita un ajuste razonable para cualquier parte del proceso de empleo – incluyendo la candidatura en línea y/o el proceso general de selección – puede enviarnos un correo electrónico a HRSCLeaves@jll.com. Este correo electrónico es solo para solicitar un ajuste razonable. Por favor, dirija cualquier otra consulta general de reclutamiento a nuestra página Contáctanos > Quiero trabajar para JLL.