Executive Helpdesk Specialist

Job Description

Appealing Points:

• Core role in ITIL-based service management operations Take ownership of service desk quality, incident management, and SLA achievement, directly contributing to stable and efficient IT service delivery.
• Hands-on experience in global collaboration and vendor management Work closely with global teams and external vendors, gaining end-to-end experience in contracts, documentation, reporting, and budget management.
• Supportive environment for skill growth and career development Build expertise in ServiceNow and ITIL V4 best practices while expanding your role across operations, quality management, and project support.

Annual Salary: 6 million yen and above

Responsibilities:

• As a member of the Infrastructure Services Group, be primarily responsible for quality management, incident management, and reporting at the service desk, and will achieve the goals set out in the SLA.
• Work with infrastructure and other teams to ensure smooth service desk operations.
• Contact the Global Team regarding global issues that arise at the Service Desk and resolve them.
• Participate in project execution and work collaboratively to ensure the smooth execution of group and team work.
• Manage and update documents for contract signing and contract negotiations with external vendors.
• Perform tasks related to document management and quality control of reports submitted by vendors.
• Perform tasks related to budget management for the Infrastructure Services Group.

Job Qualification:

• 3+ years’ work experience in IT
• 3+ years’ experience in a similar ITSM (ITIL related role) or IT operation /IT service delivery.
• Understanding of the ITIL model
• Any kind of IT qualifications are welcome (not must) such as MCP, Cisco, PMP etc.
• Logical and organized approach to work at both individual & team level
• Strong sense of responsibility and can work positively with ‘can-do’ attitude

Skills:

• Excellent communication skills and the ability to work collaboratively both within and outside the team
• Excellent task prioritization skills and the ability to multitask and adjust flexibly
•  Able to work with others on simple projects and achieve goals
• Broad range of basic IT understanding, be able to make troubleshooting/resolving complicated issues smooth/effective
• Logical Thinking, be able to analyze/overcome challenges in logical ways based on data, work towards goals steadily
• Act as an interface to the Business for all IT Service Operation related communication.
• Experience and Knowledge of ITIL V4 best practices
• Capable of performing technical and non-technical translations (Japanese to English)
• Creating, editing, and managing technical documents and contract papers
• Knowledge with ServiceNow, Incidents, and Knowledge articles
• Skilled with Microsoft Office, Outlook, Excel, Word, PowerPoint, Teams, SharePoint

Preferable:

• Experience working in insurance or any other financial field
• Experience working with multi-discipline/multi-cultural teams

Language Requirements:

• Japanese: Native Speaker or JPLT N1 (must speak, read, and write)
• English: Business level (must speak, read, and write)

Company Description

Our Client has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe, and the Middle East. We are ranked #43 on the Fortune 500 list for 2018.　With over 150 years of experience, the companies offer life, accident and health insurance, retirement, and　savings products through agents, third-party distributors such as banks and brokers, and direct marketing channels. Our name is recognized and trusted by approximately 100 million customers worldwide and we serve more than 90 of the top 100 FORTUNE 500 companies in the United States.