Job Title

Role: Senior Business Analyst cum Japanese Translator – ITSM & SIAM Location: Bengalore/Hyderbad/Chennai/ Pune/Noida Exp: 8+ yrsWho 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 & Background 8 + years of experience as a Business Analyst in ITSM / Service Management environments Strong exposure to SIAM and multi‑vendor operating models Experience supporting ITSM Managers, Service Delivery Managers, and Governance teams Proven track record working with enterprise‑scale IT organizations Experience engaging with senior stakeholders and executive leadershipCore Competencies Business Analysis & ITSM Alignment, Japanese Translation Translate business requirements into ITSM process, reporting, and governance needs Analyze current‑state ITSM processes and define future‑state service models Language 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 Management Problem Management Change Enablement Service Request Management Service Level Management Release Management Availability Management Continual Service Improvement (CSI) Relationship & Supplier ManagementSIAM & Multi‑Vendor Analysis Support the design and improvement of SIAM operating models Analyze service integration challenges across multiple vendors and towers Support vendor performance analysis using SLAs, OLAs, and KPIs Identify gaps, overlaps, and inefficiencies across suppliersKey Responsibilities Requirements & Process Analysis Accurately 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 initiatives Analyze ITSM processes and recommend improvements aligned to ITIL best practices Support process standardization across vendors and service lines Contribute to the design and rollout of ITSM and SIAM process enhancementsData, Reporting & Insights Analyze SLA, OLA, and operational data to identify trends and improvement areas Perform SLA exception and waiver analysis to reduce recurring issues Translate complex operational data into clear, business‑focused insights Enable performance transparency and accountability across service providersStakeholder Engagement & Communication Act as a liaison between business stakeholders, IT operations, and vendors Support executive‑level reporting and presentations Explain technical ITSM concepts in clear, non‑technical language Collaborate with product, engineering, finance, and governance teamsContinuous Improvement & Value Realization Support CSI initiatives through data analysis and benefit tracking Identify opportunities to improve efficiency, service quality, and cost optimization Measure outcomes of ITSM improvements against business objectivesTools & Technology Strong experience with ITSM tools (ServiceNow preferred) Experience with workflow analysis, automation requirements, and reporting design Hands‑on experience with analytics and dashboard tools (e.g., Power BI) Advanced Excel and data analysis skillsSkills & Attributes Strong analytical and problem‑solving skills Excellent documentation and communication abilities Ability to influence without authority Comfortable working in complex, multi‑vendor environments Detail‑oriented with a strong business outcome focusQualifications & Certifications Bachelor’s degree in Computer Science, IT, Engineering, or related discipline ITIL 4 certification (preferred) SIAM certification (desirable)