Device Operation Specialist - End User Technology & Operation Section, Corporate IT Service Department (CITSD)

Job Description: Business Overview The Technology Management Division (TMD) provides Corporate IT, and Cyber Security & Privacy Governance to Rakuten Group companies and essential business management for technology organizations, thereby enabling innovation and strengthening the technology foundation. Within TMD, the Corporate IT Supervisory Department (CITD) drives Rakuten Group’s global corporate IT services and infrastructure. Our mission is to empower Rakuten through innovative and secure IT solutions that enhance efficiency and foster productivity. Department Overview The Corporate IT Service Department (CITSD) empowers Rakuten through innovative and secure IT solutions that drive efficiency and enhance productivity. Our service scope encompasses enterprise application management for core business functions, driving business process automation and digital transformation through our IT platform, providing comprehensive end-user support and operations, and optimizing IT processes to support a range of essential services and platforms. Device Operation Team manages the entire lifecycle of company-issued PCs and mobile devices, including procurement, distribution, user changes, repairs, collection, and disposal. Furthermore, we maintain accurate and stable operations by coordinating among multiple stakeholders, such as handling device-related requests, asset information, vendors, and support desks. Position: Why We Hire Device Operation Team manages the entire lifecycle of company-issued PCs and mobile devices, including procurement, distribution, user changes, repairs, collection, and disposal. Furthermore, we maintain accurate and stable operations by coordinating among multiple stakeholders, such as handling device-related requests, asset information, vendors, and support desks. The scope of work surrounding PCs and company-issued mobile devices is extensive, encompassing not only procurement and distribution but also compliance with security requirements, ensuring the accuracy of asset information, managing onboarding/offboarding and internal transfers, vendor management, process standardization, and automation. Furthermore, with the company-wide rollout of mobile devices and the ongoing digitization and standardization of device-related processes, we are looking for individuals who can drive daily operations and continuous improvement in collaboration with relevant departments and external vendors. Position Details You will be responsible for the following tasks concerning end-user devices used by Rakuten Group employees, including PCs, smartphones, and tablets: ・Managing the entire lifecycle of PCs and company-issued mobile devices. ・Managing device arrangements and recovery for new hires, employees transferring internally, and departing employees. ・Managing operations related to device procurement, kitting, distribution, repair, replacement, return, and disposal. ・Verifying and maintaining the quality of device asset information, user information, and inventory data. ・Managing device request and approval workflows. ・Addressing exceptional cases such as unreturned or lost devices, and discrepancies in registration data. ・Collaborating with internal support, information security, HR, and procurement departments. ・Managing external stakeholders, including device manufacturers, telecommunications carriers, and outsourced service providers. ・Creating and updating operational manuals, FAQs, and internal policies. ・Standardizing and automating tasks currently performed manually or via Excel. ・Analyzing the root causes of operational issues and implementing preventative measures. ・Participating in device-related projects and managing operational onboarding. ・Gain experience in managing PC and mobile device operations within a large enterprise environment. ・Experience the entire device lifecycle, from procurement to disposal. ・Beyond daily operations, you will have the opportunity to engage in business process standardization, automation, and system improvements. ・Develop experience working with a wide range of organizations, including HR, Information Security, Procurement, Finance, Engineering, and Support. ・Opportunities to expand your expertise into areas such as IT Asset Management (ITAM), Service Management, and Project Management in the future. Mandatory Qualifications: ・Practical experience in at least one of the following: IT services, internal IT support, or IT operations. ・Strong operational skills, with the ability to accurately manage multiple requests and tasks simultaneously. ・Experience in coordinating with internal departments and external vendors. ・Experience in data management, analysis, and verification using tools such as Excel. ・Experience in creating operational procedures, manuals, and FAQs. ・Ability to organize issues and collaborate with stakeholders to drive them toward resolution. ・Professional proficiency in both Japanese and English. ・High level of compliance awareness and a disciplined approach to handling confidential information. Desired Qualifications: ・Experience in device management, including PCs, smartphones, and tablets. ・Experience in IT Asset Management (ITAM) or hardware asset management. ・Foundational knowledge of Windows, macOS, iOS, and Android. ・Knowledge of device management tools such as Microsoft Intune, Microsoft Configuration Manager, and Autopilot. ・Operational experience with Mobile Device Management (MDM), SIM cards, and telecommunication lines. ・Experience in ticket or workflow management using tools like Zendesk, Jira, or ServiceNow. ・Experience in process improvement and automation using tools such as Power Automate, Power BI, VBA, Python, or RPA. ・Knowledge of ITIL or IT Service Management (ITSM) frameworks. ・Experience in vendor contract management, procurement, billing, and cost management. ・Experience working within a global organization or with multinational stakeholders. #engineer #applicationsengineer #technologymanagementdiv