IT Service Management Analyst - Japanese Support

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.