IT Service Management (Assistant Manager)

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Job details

Company overview

We are a global company operating in the insurance and asset management sectors. Originating from the Netherlands, we are a life insurance company primarily based in Europe and Japan. We provide insurance and asset management services to assist customers in preparing for unforeseen events in the future.

Responsibilities

The job is for an IT Service Management Specialist who will assist in IT service management processes and ServiceNow support for the company.
Main responsibilities:

• The purpose of this position is to assist in providing guidance and daily operational support in IT Service Management Processes (ie. Incident management, problem management and change management) and ServiceNow support including IT Catalog management and API integration.
• This role reports to the IT Service Management Lead and will be working with all areas of the business including providing training and creating KPIs and reports to show the effectiveness and areas of improvements for the company to create enhanced efficiency for the company.
• The role is based in the BCP office of our company and should be able to run the IT Service Management area in a situation where Tokyo is not available.
• This position will be performing reviews and evaluations of IT Service management documentation such as CMDB, Change, Request tickets to help push for their completion while also looking for proactive problems and assisting in the timely completion of the problem process.

Requirements

Minimum requirements:

• ITIL v4 Foundations and ServiceNow CSA certifications or willingness to obtain them within 1 year, and at least 3 years of experience in incident, problem or change management.
• Understanding of CMDB and IT asset management, experience with ITSM tools, ability to create and document processes, workflows and manuals, and business level of English and Japanese language.
• +3 years of working experience in incident, problem or change management
• Understand CMDB and IT asset management
• Experience with ITSM tools, preferably ServiceNow.
• Ability to create and document processes, workflows and manuals
• Business level of English and Japanese language
• Knowledgeable in ITIL
• Negotiation skill especially for P1 escalation in Japan and overseas
• Positive attitude to understand and add value to users
• Able to work and look for solutions independently
• Good communication skills with people from other divisions and other countries
• Comfortable to work in a multicultural and global environment
• Flexibility and adaptability to work in a changing environment

Preferred qualifications:

• Understanding of Agile and DevOps
• Experience in financial or insurance industry
• Previous experience in other IT positions like development or technical support
• Knowledge of Rest API used for integration and automation of process with ServiceNow
• Ability to demonstrate initiative for identifying problems, determining solutions, suggesting and implementing process and test improvements

 

The appeal

Selling points and career prospects:

• The job offers the opportunity to work with different areas of the organization in Japan and Europe, and to join a growing and important IT service management area.
• The job can lead to becoming the SME of the ITSM processes and ITSM tool for the Japan business unit, and to gain international experience and exposure to IT security and IT risk control.

Salary

8 - 10 million yen

Location

Fukuoka