Job Title

Role: Senior Business Analyst cum Japanese Translator – ITSM & SIAMLocation: Bengalore/Hyderbad/Chennai/ Pune/NoidaExp: 8+ yrs Who are we looking for?The Senior Business Analyst – ITSM & SIAM plays a critical role in bridging business objectives and IT service operations. The role focuses on analyzing, defining, and optimizing ITSM and SIAM processes, enabling data‑driven decision‑making, and supporting executive stakeholders with actionable insights. The BA works closely with service providers, IT operations, and business leaders to ensure IT services deliver measurable business value using ITIL 4 and SIAM frameworks. Experience & Background8 + years of experience as a Business Analyst in ITSM / Service Management environmentsStrong exposure to SIAM and multi‑vendor operating modelsExperience supporting ITSM Managers, Service Delivery Managers, and Governance teamsProven track record working with enterprise‑scale IT organizationsExperience engaging with senior stakeholders and executive leadershipCore CompetenciesBusiness Analysis & ITSM Alignment, Japanese TranslationTranslate business requirements into ITSM process, reporting, and governance needsAnalyze current‑state ITSM processes and define future‑state service modelsLanguage Proficiency: JLPT (Japanese Language Proficiency Test) levels like N2 or N1 are often preferred, especially for roles in Japan.Communication Skills: Excellent written and verbal communication in both Japanese and English skills to effectively communicate with stakeholders. Strong understanding of ITIL 4 practices, including: Incident ManagementProblem ManagementChange EnablementService Request ManagementService Level ManagementRelease ManagementAvailability ManagementContinual Service Improvement (CSI)Relationship & Supplier ManagementSIAM & Multi‑Vendor AnalysisSupport the design and improvement of SIAM operating modelsAnalyze service integration challenges across multiple vendors and towersSupport vendor performance analysis using SLAs, OLAs, and KPIsIdentify gaps, overlaps, and inefficiencies across suppliersKey ResponsibilitiesRequirements & Process AnalysisAccurately translating written and spoken Japanese to English and vice versa.Assist in translating written documents, emails, reports and presentations from Japanese to English and vice versa.Elicit, document, and validate business and IT requirements for ITSM initiativesAnalyze ITSM processes and recommend improvements aligned to ITIL best practicesSupport process standardization across vendors and service linesContribute to the design and rollout of ITSM and SIAM process enhancementsData, Reporting & InsightsAnalyze SLA, OLA, and operational data to identify trends and improvement areasPerform SLA exception and waiver analysis to reduce recurring issuesTranslate complex operational data into clear, business‑focused insightsEnable performance transparency and accountability across service providersStakeholder Engagement & CommunicationAct as a liaison between business stakeholders, IT operations, and vendorsSupport executive‑level reporting and presentationsExplain technical ITSM concepts in clear, non‑technical languageCollaborate with product, engineering, finance, and governance teamsContinuous Improvement & Value RealizationSupport CSI initiatives through data analysis and benefit trackingIdentify opportunities to improve efficiency, service quality, and cost optimizationMeasure outcomes of ITSM improvements against business objectivesTools & TechnologyStrong experience with ITSM tools (ServiceNow preferred)Experience with workflow analysis, automation requirements, and reporting designHands‑on experience with analytics and dashboard tools (e.g., Power BI)Advanced Excel and data analysis skillsSkills & AttributesStrong analytical and problem‑solving skillsExcellent documentation and communication abilitiesAbility to influence without authorityComfortable working in complex, multi‑vendor environmentsDetail‑oriented with a strong business outcome focusQualifications & CertificationsBachelor’s degree in Computer Science, IT, Engineering, or related disciplineITIL 4 certification (preferred)SIAM certification (desirable)