Kerja Sepenuh Masa, IT Service Management Analyst - Japanese Support di Accenture Federal Territory - Maukerja

The ITSM Representative serves as the primary support contact for Japanese-speaking developers, merchants, and business stakeholders.

This role is responsible for delivering high-quality operational and technical support, ensuring service excellence, and driving effective communication between stakeholders and internal teams.

The successful candidate will contribute to a positive experience by supporting issue resolution, process improvements, and ongoing service operations.

Day-to-Day Responsibilities:

• Ensure seamless communication and operational efficiency.
• Manage daily operations.
• Establish standardized work procedures.
• Mitigate potential risks.
• Resolve issues that arise in cross-cultural business transactions.
• Utilize strong bilingual communication skills in Japanese and English to facilitate clear and accurate information exchange.
• Contribute directly to the achievement of departmental and company strategic goals.

Required Qualifications:

• Bachelor's degree in a relevant field.
• Strong written and verbal communication in Japanese and English languages.
• Flexibility to support shift schedules when required.
• Demonstrated ability to understand complex solution architectures and system integrations.
• Understanding of API principles, usage, and integration patterns across different systems.
• Proven experience in providing technical support to developers or merchants via various channels (e.g., email, support tickets, forums like Stack Overflow).
• Strong analytical and troubleshooting skills to diagnose technical issues, identify root causes, and develop effective solutions or workarounds.
• Excellent written and verbal communication skills, with the ability to convey technical outcomes and solutions clearly to a developer audience.
• Experience in creating and maintaining technical documentation and knowledge base articles.
• Experience in facilitating developer outreach and communicating technical changes.

Preferred Qualifications:

• Familiarity with automation and data analysis tools such as Google Apps Script, AppSheet, Google SQL, and BigQuery.
• Experience creating dashboards and reports using tools like Looker or Plx.