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 & ResolutionPrimary 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 improvementAI-Driven Support & Salesforce ConfigurationApplies 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 reviewExpected to reshape how support and configuration work get done by exploring and prototyping new AI capabilities, not just adopting tools as they arriveAdministers and configures Service Cloud declaratively, including Flow Builder and metadata-driven solutions, applying configuration-over-customization principles wherever possibleUnderstands and monitors integration touchpoints, including authentication and API-level failures, and partners with engineering teams to resolve issuesMaintains and troubleshoots existing high-complexity, critical custom-built Service Cloud solutionsProduct Delivery & OnboardingExecutes go-to-market strategy including rollout(s), training, and support planning, including launch and hyper care activitiesImplements 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/testersPartners with Operations team members to develop and mature Model Context Protocol (MCP) integrations, supporting future AI-driven tooling and workflows as this capability developsKnowledge Management & Continuous ImprovementResponsible for user engagement and experience to drive adoption and improve product recommendationsActively sets up and reviews case trends and proactively surfaces opportunities to improve adoptionMaintains in-depth expertise of supported product including core functionality, product roadmap, release cycles, UAT testing and outage protocols, engineering hand-offs, and case workflowsCategorizes, reviews, and translates user feedback into actionable product improvement recommendationsOwns continuous improvement of both user-facing knowledge bases and internal knowledge management to ensure consistency across both audiences.Qualifications & ExperienceRequiredSalesforce 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 certificationComfortable reading API logs and debug logs to trace authentication and integration failures, including OAuth 2.0 token issuesCan read and interpret Apex classes and callouts well enough to diagnose an issue, reproduce it, and hand off to engineering with a clear reproduction path and supporting logsHands-on experience with AI tools (e.g., Claude, ChatGPT) and agentic AI systems, including prompt building and AI-assisted workflowsCombined 3-5+ years of product support, Salesforce administration, or related technical support experience; less accepted with an accompanied recommendationPreferredComfortable working in Lightning Web Components (LWC) as well as legacy AuraHands-on with developer tools like VS Code, Postman, or Developer Console to self-serve troubleshooting rather than waiting on engineeringWorking understanding of Data Cloud fundamentalsHas built or experimented with Agentforce or MCP (Model Context Protocol)Comfortable in Azure DevOps, Jira, MoveWorks, and ServiceNow (or similar tools)People SkillsGrowth-oriented and proactive, respecting chain of commandActively seeks and incorporates feedback as part of ongoing performance and developmentPlaces equal value on technical work and the administrative components of the role, including documentation and change management communicationStrong presentation skills; confidently leads recurring stakeholder-facing sessionsWorks independently and takes ownership, while also taking direction well from a peer-level leadLocation: Remote –San Jose,CRIIf 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.JLL Privacy NoticeJones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.For additional details please see our career site pages for each country.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 View email address on job-api.jobget.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 View email address on job-api.jobget.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.SummaryLocation: San Jose,CRIType: Full time