ERP Package Applications Senior Analyst

Job Description:

Job Summary:

We are seeking an entry-level ServiceNow Support Analyst with Japanese (Nihongo) language proficiency to assist in providing first-line support for our ServiceNow platform.

Key Responsibilities:

• Provide Level 1 support for ServiceNow users by responding to incidents and service requests, primarily from Japanese-speaking customers.
• Log, classify, and triage issues in the ServiceNow system.
• Perform basic troubleshooting and provide solutions for standard issues within ITSM modules such as Incident, Request, and Knowledge.
• Translate and escalate technical issues from Japanese to English (and vice versa) when working with internal teams.
• Assist users with navigation, basic functions, and how-to questions on the ServiceNow platform.
• Maintain and update support documentation and knowledge base articles in both English and Japanese.
• Ensure SLA compliance and timely resolution or escalation of tickets.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or any related field.
• JLPT N3 (minimum) or equivalent Japanese proficiency; N2 or higher preferred.
• Basic understanding of ITSM and familiarity with ServiceNow or other ticketing platforms.
• Good verbal and written communication skills in both English and Japanese.
• Strong customer service mindset and attention to detail.
• Willingness to work in rotational shifts if needed (based on support hours).

Preferred Skills:

• Experience in helpdesk or service desk support is a plus.
• Familiarity with ITIL practices.
• Exposure to working with global or Japanese clients.

Work Environment:

• May require flexible working hours to align with Japan time zone.
• Remote or hybrid work setup depending on business needs.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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