Technology Analyst, Japan

Located in our Tokyo office, the Technology Analyst plays an important role in delivering reliable, business-focused IT services that enable Sony Pictures Entertainment Japan's day-to-day operations. The role is primarily focused on providing excellent end user support and workplace technology services, while assisting with the operation of the local IT environment and contributing to technology projects that improve business productivity.
Working closely with local business users, regional IT teams, and global technology teams, the successful candidate will combine strong technical troubleshooting skills with a customer-first mindset, helping ensure technology is dependable, secure, and easy to use.

While this role is primarily performed during standard business hours, occasional after-hours or weekend work may be required to support infrastructure maintenance, system implementations, or business-critical activities.

Key Responsibilities will Include:

End User Support

• Provide first and second-level technical support for end users across workplace technologies, hardware, and software.

• Troubleshoot and resolve issues relating to Windows PCs, laptops, Microsoft 365, mobile devices, printers, telephony, collaboration tools, and meeting room AV equipment.

• Provision, configure, deploy, and refresh end-user devices.

• Perform user account administration, onboarding, and offboarding

• Manage incidents and service requests using ServiceNow

• Deliver responsive onsite and remote support with a strong focus on customer service and user satisfaction.

• Support executive users and business-critical meetings where required.

• Develop and maintain end-user documentation and knowledge articles.

• Collaborate with the Global Service Desk, regional and global IT teams, to ensure timely resolution of issues.

• Identify recurring issues and recommend improvements that enhance the overall end-user experience.

IT Infrastructure Operations

• Support the day-to-day operation of the local IT environment, including Windows servers, networking equipment, storage, and office technology.

• Perform routine monitoring, patch coordination, backup verification, and scheduled maintenance activities.

• Assist with troubleshooting infrastructure incidents and coordinate with global and regional infrastructure teams when required.

• Maintain infrastructure documentation and support continuous operational improvements.

IT Projects & Business Improvement

• Participate in local, regional, and global IT projects.

• Assist with project planning, coordination, implementation, and rollout activities.

• Work with business users to understand requirements and support technology solutions that meet business needs.

• Support User Acceptance Testing (UAT), deployment, user communications, and training activities.

• Contribute to project documentation, process improvements, and technology adoption initiatives.

Cross-functional Responsibilities

These responsibilities support the effective operation of the local IT function and are performed across all areas of the role.

• Maintain IT asset inventory and coordinate asset lifecycle activities.

• Assist with software license administration in coordination with regional and global IT teams.

• Coordinate local procurement of end-user hardware, mobile devices, peripherals, and other ad hoc IT purchases.

• Coordinate with vendors and service providers for equipment procurement, repairs, and local support services.

• Maintain accurate IT documentation, inventories, and operational records.

• Support compliance with company IT policies, standards, and operational procedures.

• Perform other duties as assigned.

Candidate Requirements:

Required

• Typically 2–3 years of experience in End User Support, IT Operations, Information Systems, or a related technology role.

• Experience supporting Windows PCs and Microsoft 365 in a corporate environment.

• Experience troubleshooting desktop, laptop, mobile device, printer, and workplace technology issues.

• Basic understanding of Windows Server, networking, and IT infrastructure concepts.

• Strong customer service, communication, analytical, and problem-solving skills.

• Professional working proficiency in Japanese, with the ability to effectively support local users, vendors, and business stakeholders.

• Business-level English, including email, meetings, and technical documentation.

• Please note that this role is based in Tokyo, Japan. In order to enable us to meet statutory and regulatory obligations of the Japan immigration system you must have the appropriate immigration permission needed to work and reside in Japan  for the duration of the employment.

Desirable

• Experience participating in IT projects.

• Experience coordinating with business stakeholders.

• Experience gathering business requirements or documenting business processes.

• Knowledge of project management or business analysis practices.

• Experience working within multinational or regional IT environments.

Key Competencies

• Customer Focus – Delivers a positive support experience and builds trusted relationships with users.

• Collaboration – Works effectively with local business users, vendors, and global IT teams.

• Ownership – Takes responsibility for issues through to resolution and follows up proactively.

• Continuous Improvement – Looks for opportunities to simplify processes and improve IT services.

• Communication – Communicates clearly with both technical and non-technical audiences.

• Learning Agility – Demonstrates curiosity and a willingness to develop new technical and professional skills.

Career Development:

This role provides opportunities to broaden technical and professional experience through participation in technology projects, business improvement initiatives, and collaboration with regional and global teams. As responsibilities grow, individuals may develop skills in project coordination, business analysis, IT service management, and business applications.
Development opportunities will depend on business priorities, individual performance, and organizational needs.

Conditions:

• Employment Type: Regular employee

• Flexible working hours (standard working hours: 9:30 a.m.–6:00 p.m., 7.5 hours per day)

• Working Days: Monday–Friday

• Hybrid work arrangement (minimum four days per week in the office)

• Benefits: Employees' Pension Insurance (Kosei Nenkin), Sony Health Insurance, Employment Insurance, Workers' Compensation Insurance, etc.

• Holidays: Weekends, Japanese national holidays, and the year-end/New Year holiday period.

• Work Location: Toranomon Office, Tokyo, Japan

Sony Pictures Entertainment is committed to equal opportunity in all its employment practices, policies and procedures. No worker or potential worker will therefore receive less favourable treatment due to any characteristic which is protected by applicable law, for example including their race, age, creed, sexual orientation, colour, nationality, ethnic origin, disability, religion, gender, marital status or Trade Union membership (if applicable).

If you require any reasonable adjustments with any part of the recruitment process, including the application or interview process, please contact us at [email protected]. Please put Reasonable Adjustment Request in the subject line of the email.

Sony Pictures does not allow audio recording, video recording or use of AI note-taking tools during interviews. Candidates requiring these tools as an accommodation during an interview should submit a reasonable adjustment request at the point they are invited to interview.