Senior Business Analyst cum Japanese Translator – ITSM & SIAM

Role: Senior Business Analyst cum Japanese Translator ITSM & SIAM

Location: Bengalore/Hyderbad/Chennai/ Pune/Noida

Exp: 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 datadriven decisionmaking, 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 multivendor operating models
• Experience supporting ITSM Managers, Service Delivery Managers, and Governance teams
• Proven track record working with enterprisescale IT organizations
• Experience engaging with senior stakeholders and executive leadership

Core Competencies

Business Analysis & ITSM Alignment, Japanese Translation

• Translate business requirements into ITSM process, reporting, and governance needs
• Analyze currentstate ITSM processes and define futurestate 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 Management

SIAM & MultiVendor 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 suppliers

Key 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 enhancements

Data, 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, businessfocused insights
• Enable performance transparency and accountability across service providers

Stakeholder Engagement & Communication

• Act as a liaison between business stakeholders, IT operations, and vendors
• Support executivelevel reporting and presentations
• Explain technical ITSM concepts in clear, nontechnical language
• Collaborate with product, engineering, finance, and governance teams

Continuous 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 objectives

Tools & Technology

• Strong experience with ITSM tools (ServiceNow preferred)
• Experience with workflow analysis, automation requirements, and reporting design
• Handson experience with analytics and dashboard tools (e.g., Power BI)
• Advanced Excel and data analysis skills

Skills & Attributes

• Strong analytical and problemsolving skills
• Excellent documentation and communication abilities
• Ability to influence without authority
• Comfortable working in complex, multivendor environments
• Detailoriented with a strong business outcome focus

Qualifications & Certifications

• Bachelors degree in Computer Science, IT, Engineering, or related discipline
• ITIL 4 certification (preferred)
• SIAM certification (desirable)