Resource Booking Regional Administrator
Resource Booking Regional Administrator
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Job Description
JLL empowers you to shape a brighter way.
Our people at JLL and JLL Technologies 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 youve got deep experience in commercial real estate skilled trades or technology or youre looking to apply your relevant experience to a new industry join our team as we help shape a brighter way forward.
We are looking for a Regional Asia-Pacific Lead for our HSBC Global Resource Booking Team.
Account overview
Jones Lang LaSalle is engaged to provide IFM services across HSBCs 41m square foot portfolio spanning 45 countries in 3 Regions (Americas APAC and EMEA). The HSBC contract represents JLLs largest facility management assignment in terms of both square feet and fees earned.
The HSBC Resource Booking System is a global solution offered by Corporate Services to support and help internal employees book resources such as meeting rooms desks and floor-passes parking spaces registering visitors and facilitates the provision of meeting room catering requirements. The current global system is provided by an external vendor JCI OpenBlue Employee. The solution provides a web portal Mapview (for floorplan bookings) an Outlook Plug-in hardware (panels) a mobile app and integrations to other systems.
Its an exciting time for Resource Booking with new emerging technologies workplaces adopting new ways of working and an overarching requirement to deliver the best interfaces and functionality for our internal customers.
Role Purpose
Working closely with a small team of a Global Lead (UK based) Regional Leads (India UK & US based) and Regional Administrators (Hong Kong SAR and India based) the successful candidate will deliver BAU support in terms of managing a work queue to resolve customer enquiries and keeping the system updated with changes or new requirements.
The candidate will become a system SME and will replicate and troubleshoot customer issues raising tickets directly to the vendor where extra support and guidance is needed.
The candidate will take direction from the Regional Leads to deliver workload and projects. They will also support with testing and delivering training to end users.
The ideal candidate will be technically minded with a strong customer focus.
They will be required to work at pace to resolve a high number of BAU requests to deliver system updates in line with Moves & Changes and to support with projects and new initiatives.
Teamwork is essential and its important that the candidate can integrate into the existing team to share best practice and knowledge and work with others on the account to strengthen our existing JLL community.
The role will be based in India (in either Bangalore or Hyderabad) and will officially report directly to the Global Lead based in the UK. Although day to day management of tasks and support will be provided by the Regional Lead. There will be flexibility to work from both an office location and from home. Occasional weekend working may be required during system outages or upgrades.
What this job involves:
Major responsibilities:
- Manage the Resource Booking work queue (via existing Outlook inbox or via a future queue management tool)
- Responding to customer enquiries empathetically and professionally within agreed SLAs
- Replicate and troubleshoot customer issues and escalate to Tier 2 support (vendor) as needed
- Build and amend system resources via Admin modules
- Manage user access requests
- Panel troubleshooting
- Deliver guidance and training to employees
- Implement new rollouts/initiatives under Regional Lead direction
Desirable Knowledge & Capabilities:
- Technical mindset with the ability to quickly understand the vendor system and engage with the vendor for troubleshooting. Existing knowledge of JCI OpenBlue Employee would be beneficial but not essential
- Ability to capture business requirements and translate them into system solutions
- Good communication skills (verbal and written). Responding to customer emails with empathy and professionalism with the confidence to pick up the phone to the customer to discuss their issue
- Experience of delivering training to end users
- Proactivity offering to support other Administrators and Regional Leads working as a team to deliver
- Passionate about providing exceptional and memorable customer experiences at every interaction
- Team-building - Key stakeholder collaborators and RBS Team are geographically dispersed. Ability to create team ethos across virtual teams is critical
- Data Accuracy & Reporting ability to maintain data standards within the system and provide high quality updates (right first time). Ability to understand our data outputs via the JLL Dashboard reports and system reports
- Conviction to recommend changes to process and procedures for continuous improvement
Every day is different and in all these activities wed encourage you to show your ingenuity.
Sound like you To apply you need to be / have / demonstrate:
- Minimum 1 year past work experience as a systems administrator or customer experience representative
- Logical approach to replicating system issues and testing
- Some project management knowledge of gathering requirements working to timelines or identifying risks
- Fluent English. Chinese Mandarin French or Spanish would be beneficial but not essential
- Demonstrates diverse and inclusive behaviours
- A team player with the ability to engage with colleagues across the Resource Booking Team delivering output as one team
- Inspire trust adapt and learn
- Basic knowledge of Microsoft Excel Word and PowerPoint
- Ability to respond courteously to customer complaints and escalate to Regional Leads as necessary
- Focussed on responding to a high number of customer enquiries
- Ability to work autonomously in virtual teams
- Proactively seek work and offer team support during any downtime
- Open to learning to transfer knowledge and expertise to colleagues that enables and empowers them to grow and develop
- Able to deliver high-quality work in a timely manner also under time pressure
- Good communicator (written and verbal) able to effectively communicate to end users RBS Team client and vendor partners
Location:
Remote Bengaluru KA Hyderabad TSScheduled Weekly Hours:
48If this job description resonates with you we encourage you to apply even if you dont meet all of the requirements. Were interested in getting to know you and what you bring to the table!
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Required Experience:
Unclear Seniority
Employment Type
Full-Time
