Analyst – Sourcing & Procurement Support-1

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.

What this job involves:

As an L2 Support Analyst, you'll serve as the escalation backbone for S&P Technology tools, stepping in when issues move beyond L1 support and turning ambiguous, complex cases into resolved outcomes within agreed SLAs.

You'll keep documentation, procedures, and training materials current, test fixes and enhancements before they reach the live system, and help the wider team work smarter by spotting patterns in ticket data and closing knowledge gaps through short, targeted sessions.

This role provides support to core Sourcing & Procurement systems—including Jaggaer, Aravo, Coupa, E1, and ServiceNow—while building real ownership over process improvement, requirements gathering, and solution design.

What your day-to-day will look like:

• Serve as L2 Escalation Point: Act as the second-level contact for S&P Technology tools, picking up cases routed by the L1 support team as needed.
• Resolve Issues Within SLA: Provide assistance and troubleshooting to resolve system-related issues within agreed service levels.
• Maintain Documentation Standards: Keep Standard Operating Procedures—including process guides, user guides, and training materials—updated and accurate.
• Manage Complex, Ambiguous Cases: Take ownership of technology and functional issues that don't have a clear-cut answer, working them through to resolution.
• Test Fixes Before Deployment: Thoroughly test fixes and enhancements, updating test scripts prior to pushing changes to the live system.
• Support System Upgrades: Assist with system upgrades and service pack testing as required.
• Run Knowledge Transfer Sessions: Identify recurring user processing issues and address them through short, focused knowledge transfer sessions.
• Participate in Solution Design: Contribute to requirements gathering and solution design, including project deliverables, test documentation, and cross-system testing.
• Partner on Production Releases: Work with the business to ensure enhancements and fixes to production releases are fully documented and tested.
• Drive Process Improvements: Implement new initiatives and process improvements to strengthen day-to-day (BAU) operations.
• Keep Policies Current: Ensure all relevant policies and procedures remain up to date.
• Analyze Ticket Metrics: Track and analyze ticket data to identify frequently asked questions and opportunities for user training.

Performance Objectives

Personal Effectiveness

• Self-Managed: Sets targets for self, monitors and manages own performance.
• Results-Driven: Monitors progress against own performance measures and achieves results.

Relationship Building

• Collaborative by Default: Conducts open, collaborative relations with superiors, peers, and clients.
• Builds Stakeholder Trust: Gains the respect of stakeholders across JLL and client organizations.
• Connects the Dots: Manages and sees links across a diverse range of activities.

Communication

• Clear and Effective: Communicates effectively with superiors, peers, and clients.
• Leads by Example: Listens effectively and communicates through actions and example.
• Commands Subject-Matter Respect: Builds strong relationships with the ability to relate to, understand, and earn respect from subject matter experts.
• Consults with Rigor: Displays well-developed internal consulting skills—strong analytical thinking, problem solving, and negotiation ability.
• Documents Proficiently: Proficient in troubleshooting documentation.

Problem Solving

• Thinks Outside the Box: Develops solutions with a creative, non-conventional mindset.
• Delivers Under Pressure: Applies a critical mindset to generate and provide solutions under pressure.
• Spots Patterns: Uses strong analytical skills to identify patterns and deliver solutions for them.
• Navigates Ambiguity: Solves complex issues even without complete information.

Key Skills

• Proven work experience in technology corporate environments.
• In-depth knowledge of performance and metrics.
• Excellent communicator with strong decision-making and presentation skills.
• Proficient in MS Office, with advanced skills in MS Excel for analysis and reporting.
• Ability to communicate effectively in both Spanish and English.
• Knowledge of Jaggaer (Advantage and Spend), Aravo, Coupa, E1, and ServiceNow preferred (nice to have).

Location:

On-site –Belen, 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.