MetLife

Job Description:

Responsibilities:

• As a member of the Infrastructure Services Group, be primarily responsible for quality management, incident management, and reporting at the service desk, and will achieve the goals set out in the SLA.
• Work with infrastructure and other teams to ensure smooth service desk operations.
• Contact the Global Team regarding global issues that arise at the Service Desk and resolve them.
• Participate in project execution and work collaboratively to ensure the smooth execution of group and team work.
• Manage and update documents for contract signing and contract negotiations with external vendors.
• Perform tasks related to document management and quality control of reports submitted by vendors.
• Perform tasks related to budget management for the Infrastructure Services Group.

Requirements:

Experience:

• 3+ years’ work experience in IT
• 3+ years’ experience in a similar ITSM (ITIL related role) or IT operation /IT service delivery.

Skills:

• Excellent communication skills and the ability to work collaboratively both within and outside the team
• Excellent task prioritization skills and the ability to multitask and adjust flexibly
•  Able to work with others on simple projects and achieve goals
• Broad range of basic IT understanding, be able to make troubleshooting/resolving complicated issues smooth/effective
• Logical Thinking, be able to analyze/overcome challenges in logical ways based on data, work towards goals steadily
• Act as an interface to the Business for all IT Service Operation related communication.
• Experience and Knowledge of ITIL V4 best practices
• Capable of performing technical and non-technical translations (Japanese to English)
• Creating, editing, and managing technical documents and contract papers
• Knowledge with ServiceNow, Incidents, and Knowledge articles
• Skilled with Microsoft Office, Outlook, Excel, Word, PowerPoint, Teams, SharePoint

Preferable:

• Experience working in insurance or any other financial field
• Experience working with multi-discipline/multi-cultural teams

Desirable Qualifications:

• Understanding of the ITIL model
• Any kind of IT qualifications are welcome (not must) such as MCP, Cisco, PMP etc.

Personality:

• Logical and organized approach to work at both individual & team level
• Strong sense of responsibility and can work positively with ‘can-do’ attitude

Language:

• Japanese: Native Speaker or JPLT N1 (must speak, read, and write)
• English: Business level (must speak, read, and write)