IT Service Management Analyst - Japanese Support

Accenture; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Accenture is seeking an ITSM Representative to serve as the primary support contact for Japanese-speaking developers, merchants, and business stakeholders. The role delivers high-quality operational and technical support, ensuring service excellence and 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.

Qualifications

• Bachelor's degree in a relevant field.
• Strong written and verbal communication in Japanese and English.
• 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).
• Strong analytical and troubleshooting skills to diagnose technical issues, identify root causes, and develop effective solutions.
• Excellent written and verbal communication skills, with the ability to convey technical outcomes 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.

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.

Skills

Bilingual Japanese/English

Technical support experience

Analytical problem solving

Documentation & knowledge base

Cross-cultural communication

Education

Bachelor's degree

Tools

Looker

Plx

Google Apps Script

AppSheet

BigQuery

Google SQL

Job description

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.

About Accenture

Accenture is a leading global professional services company that helps the worlds leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the worlds leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360 value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.