Senior Analyst, Asia Customer Connectivity EDI Support

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.

• →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

• 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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