Japanese Bilingual Analyst (Workplace: Manila, Philippines)

The work:
• Provide support in English and Japanese (Native Speaking) languages through calls, email, chat
• Communicate updates to all the support team/s, the account management team, the service
• Own and manage the processes for both Incident Management and Change Management, including continuous improvement
• Manage the design, implementation, and regular operational activities of the ITSM Change Management Process
• Escalate all process-breakdown-related cases causing either incidents or SLA breaches
• Own, manage, and provide regular communication of updates on Escalation Matrices for all accounts
• Conduct regular review, revision, and re-approval of all applicable process documents
• Manage and drive resolution of critical incidents for both user and operational incidents
• Ensure accurate incident documentation, including time delays and responsiveness of groups involved, and any constraints encountered
• Participate in Incident Report and RCA Reviews as needed, especially whenever a change is involved
• Create a mode of operations to be adhered to by the team members to maintain good routine and orderliness
• Provide training to all the supporting capabilities, including client and account teams, the standard Change Management Process, and its execution
• Develop the team's performance measurement to promote high quality performance delivery to the clients
• Provide training, coaching, and mentoring of the delivery and support teams to ensure excellent client experience
• Recognize growing trends and assist on identifying a structured approach for the identified areas of opportunity
• Conduct regular review, revision, and re-approval of all applicable process documents
• Review and release to the Incident and Problem Manager the final version of the Change Post Implementation Review for failed changes causing incidents or other delays 24-48 hours after receiving the draft from the owning resolving capabilities
• Generate and present Change Management-related reports on a regular and ad-hoc basis
• Attend and in some cases, drive conference calls when needed during the customer's business hours
What's in it for you?
• You will be part of a diverse, vibrant, global Accenture/Advanced Technology Center community, continually pushing the boundaries of business capabilities.
• At Accenture you will work on meaningful and innovative projects, powered by the latest ATCP technologies. You'll be immersed in industry best practices such as event-driven architectures and domain-driven design.
• Accenture will continually invest in your learning and growth. You'll work with Accenture's certified practitioners, and Accenture will support you in growing your own tech stack and certifications.