Senior Analyst - Facilities Admin

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. How we support the Whole You:  Our benefits are a good reason to come to JLL. We are committed to hiring the best, most talented people in our industry, and then empowering them with the resources and support to enhance their health, financial, and personal well-being. Our underlying benefits philosophy is this: be fair to our people and provide opportunities for those who take advantage of our programs and resources to increase their personal and financial security.   What this job involves: Our team provides comprehensive contact center services to more than 100+ JLL clients globally, specializing in facility management and support operations. We deliver 24/7 assistance across multiple functions including service requests, inquiries, account management, complaints, follow-ups, and other facility management needs for our English-speaking global clients.   Key responsibilities may include, but are not limited to: Customer Service & Relationship Management • Evaluate client requirements and develop customized service approaches to enhance satisfaction levels • Establish and nurture professional client relationships through consistent, proactive outreach • Own the complete customer experience from initial inquiry to final resolution, maintaining accountability throughout • Demonstrate exceptional dedication to client satisfaction by personally addressing concerns and pursuing outstanding results through various channels (calls, emails, chats).   Operations & Process Management Platform Configuration: Set up and configure properties, including addresses, business hours, and holiday schedules Define property details (square footage, number of floors, building type) Upload property logos and documentation Configure measurement units and land area information Company Management: Create and manage tenant, vendor, owner, and sub-tenant company records Set up company-specific service level agreements (SLAs) Maintain insurance certificates and compliance tracking Configure billing settings, labor markups, and material markups Manage lease information and expiration tracking User Administration: Create property management, tenant, and vendor user accounts Assign appropriate permission groups based on job functions Configure user access to specific properties and companies Set up contact roles for notifications Manage teams for group work assignments Configure user schedules and out-of-office settings Service Level Agreements (SLAs): Configure global target response times for urgent, high, medium, and low priority work Set metrics for: assigned to acknowledge, new to arrived, new to complete, and on hold/off hold Create custom SLA profiles for specific properties or tenants Establish escalation paths for overdue work Issue Type Configuration: Assign priority levels to different issue types by property Pre-assign default assignees or teams to specific issue types Configure labor rates, charge codes, and estimated labor hours Set budget limits and not-to-exceed amounts Control visibility settings (property visible vs. tenant visible) Mark issue types as billable or taxable Notification & Contact Roles: Configure notification triggers and preferences Set up contact roles for non-assignees who need to be informed Customize notification settings at property and company levels Manage email and SMS notification preferences Permission Management: Create and