Resource Booking Regional Administrator

JLL supports the Whole You, personally and professionally.
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 HSBC’s 41m square foot portfolio spanning 45 countries in 3 Regions (Americas, APAC and EMEA). The HSBC contract represents JLL’s 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.
It’s 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
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.
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
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, we’d encourage you to show your ingenuity.
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
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL
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