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-facin