Product Specialist

About the Role: The (P2) Product Specialist is an embedded expert within JLL's Leasing Technologies Group, supporting proprietary leasing platforms and enterprise AI tools across the entire leasing deal cycle. This role sits at the intersection of user experience, product quality, and technology adoption, providing product subject matter expertise and support insights to their technology partners, as well as participating in the improvement of our technology through product delivery processes. As AI capabilities become central to how JLL operates, this role also acts as a frontline champion for AI adoption, helping employees across the Leasing business line get real value from JLL's AI and proprietary tools and treating every user interaction as a signal that can make the platform better and drive JLL's innovation forward. What your day-to-day will look like: User-Facing Support & Resolution Orchestrates AI-powered workflows across supported products to accelerate case diagnosis, response drafting, and documentation Builds agentic support agents and AI-powered automations; maintains a living prompt library and supports users configuring citizen AI workflows Participates in UAT cycles with a focus on real-world usability, edge cases, and AI interaction quality Acts as a frontline champion for AI adoption, supporting engagement communities to drive real value across Leasing Knowledge Management & Documentation Owns AI output quality within their product scope — maintaining knowledge management content to AI-ready standards, auditing AI-generated responses against source content, and remediating gaps through structured content updates Builds and maintains product playbooks, user guides, and self-service resources; keeps documentation current as products and tooling evolve Maintains in-depth product expertise across common cases, support workflows, core functionality, product roadmap, release cycles, and outage protocols Product Feedback & Continuous Improvement Translates user feedback and support patterns into enhancement requests and defect reports for Product and Engineering teams — recognizing what generates tickets, not just closing them Recommends updates to support best practices to enable continuous improvement, user experience consistency, and accuracy in capturing relevant business data Supports custom reporting and data verification for ad hoc stakeholder requests Required Qualifications & Experience 2–4 years in product support, property technology, leasing operations, and/or a closely related role — a combination works Customer-first orientation with documented examples of high-quality support delivery Hands-on experience with AI tools, including prompt building and AI-assisted workflows Clear, confident communication skills with ability to translate between technical and non-technical audiences at all levels Self-directed and organized; comfortable managing competing priorities in a fast-moving environment Preferred Knowledge of product and case management tooling (Azure DevOps, Jira, ServiceNow, and Salesforce) Experience navigating cross-functional stakeholders Pattern recognition instincts — ability to notice what’s generating tickets, not just close them Enthusiasm about AI and commitment to continuous learning as tooling evolves Experience maintaining prompt libraries and AI-assisted workflows Familiarity with product metrics including adoption, sentiment, and engagement alongside support SLAs #J-18808-Ljbffr