ITSM Specialist, Incident & Problem Management (#512)

The Service Management team, part of IT Services, is seeking an experienced Incident & Problem Management Specialist to ensure service stability and continuous improvement in line with ITIL standards. This role is responsible for restoring normal service operations as quickly as possible while minimizing business impact. In addition, the role drives Problem Management processes including detection, investigation, remediation, and reporting of root causes behind recurring incidents. The position requires close collaboration across multiple entities and stakeholders to enhance operational efficiency, strengthen service quality, and support a customer-centric IT environment.

Key Responsibilities

• Manage end-to-end Incident Management to ensure rapid service restoration and minimal disruption
• Drive Problem Management processes, including root cause analysis and permanent resolution implementation
• Monitor, track, and report incidents and problems against agreed SLAs and KPIs
• Collaborate with cross-functional teams to improve service performance and stability
• Facilitate and lead incident review meetings and problem review sessions
• Ensure adherence to ITIL best practices and contribute to continuous process improvement
• Maintain accurate documentation, reporting, and communication with stakeholders
• Support a 24/7 global incident management environment as required

Required Skills & Experience

• Hands-on experience with ServiceNow
• Proven experience in Incident & Problem Management within a high-pressure, global IT environment
• Solid understanding of IT infrastructure and hardware
• Strong analytical and problem-solving skills with a structured approach
• Experience in process design, implementation, and continuous improvement within ITSM
• Familiarity with reporting techniques and progress tracking against plans
• Ability to lead effective meetings and influence stakeholders
• Strong customer-centric mindset with focus on service quality
• Excellent communication and stakeholder management skills
• Strong organizational and time management capabilities

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related field
• ITIL v3 or ITIL v4 Foundation certification
• Minimum 5+ years of experience in IT Service Management roles

Language Requirements

• Japanese: Fluent (business-level reading, writing, and speaking)
• English: Business-level proficiency