Senior Business Analyst & Japanese Translator – ITSM & SIAM

Position: Senior Business Analyst cum Japanese Translator – ITSM & SIAM
Location: Bengaluru

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 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 leadership

Core 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 Management

SIAM & 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 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, business‑focused insights
Enable performance transparency and accountability across service providers

Stakeholder 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 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 (Service Now 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 skills

Skills & 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 focus

Qualifications & Certifications
Bachelor’s degree in Computer Science, IT, Engineering, or related discipline
ITIL 4 certification (preferred)
SIAM certification (desirable)