Senior Analyst, Asia Customer Connectivity EDI Support

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Job Description:

Job Description Summary

The Japan EDI Superuser Support role is responsible for supporting stable and effective EDI operations for Japan by coordinating customer connectivity activities, managing EDI-related changes and incidents, monitoring transaction health, maintaining required documentation, and partnering closely with Customer Service, Local IT, the JP EDI Support Team, and external counterparties.

Key Responsibilities

• Coordinate Japan EDI-related implementation and change activities, including new development, existing specification changes, communication testing, and deployment support
• Assess customer or system changes for EDI impact and coordinate required actions with Customer Service, Local IT, the JP EDI Support Team, JSOL, and other stakeholders
• Support Japan EDI-related inquiries from customers, Customer Service, sales teams, and internal functions
• Monitor EDI transactions, IDoc flow, operational alerts, and post-release or post-maintenance conditions to identify and escalate abnormalities early
• Support investigation and resolution of EDI operational issues, system-detected errors, communication failures, mapping issues, and customer-originated concerns
• Maintain operational documentation, issue logs, SOPs, contact lists, and continuity-related records required for EDI support
• Support master-data related coordination and updates within scope, including required ticketing and case creation
• Prepare and coordinate Local IT tickets, SFDC cases, specifications, and related support documentation as needed
• Participate in regular operational meetings to review issues, risks, requests, and follow-up actions
• Contribute to process improvements that strengthen EDI service reliability, monitoring, and operational efficiency
• Support knowledge transfer and transition readiness for activities moving into the JP EDI Support Team

Role Qualifications and Requirements

• Native or near-native Japanese proficiency, with strong reading, writing, and verbal communication skills for professional engagement with Japanese customers and local service providers.
• Strong customer-facing communication and stakeholder-management skills, with the ability to effectively communicate, coordinate, and resolve operational and technical issues with Japanese customers, local service providers, and internal business and technical teams.
• Proficiency in written and verbal English to collaborate effectively with regional and global teams.
• Experience in EDI, API, ERP systems, electronic order processing, customer service operations, order management, or related business process support is preferred.
• Strong analytical and problem-solving skills, with the ability to assess operational impact, manage multiple priorities, and drive issues through resolution.
• Strong attention to detail and process discipline in a time-sensitive operational environment.
• Experience with transaction monitoring, issue management, testing coordination, process documentation, ticketing, or master-data maintenance is preferred.
• Knowledge of SAP, IDoc, JSOL, ITSM/SFDC, VAN connectivity, EDI mapping, AS2, POA, ASN, or similar EDI concepts and systems is an advantage.
• Experience supporting Japan market operations or Japanese-speaking customers and stakeholders is an advantage.
• Ability to work independently and collaboratively within a matrixed, cross-country support environment.
• Continuous-improvement mindset with the ability to learn complex operational processes and progressively assume Japan EDI responsibilities through structured knowledge transfer.

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