Description and Requirements

Position Overview / ポジション概要

The Business Systems Analyst analyzes business processes, designs practical system solutions, and supports delivery of business demands through collaboration with Product Owners, Scrum Masters, Developers, Business Users, and offshore teams.

The role will focus on systems related to call center operations, including systems used by customers and call center operators.

ビジネスシステムアナリストは、ビジネスプロセスを分析し、実現可能なシステムソリューションを設計し、Product Owner、Scrum Master、Developer、Business User、オフショアチームと連携しながらビジネス要求の実現を支援します。

分野はコールセンターに関わるシステムとなり、顧客およびコールセンターのオペレーターが利用するシステムを担当いただきます。

Key Responsibilities / 主な職務内容

• Solution Design: Analyze and validate business processes and draft system solution designs to meet business demands.
• Functional Analysis: Design To-Be models for products, features, or service enhancements in line with the solution design.
• Solution Delivery: Participate in Scrum ceremonies and collaborate with stakeholders to lead development based on solution designs and user stories. Communicate with offshore developers using basic English.
• Production Support: Support stable production operations across assigned services, including inquiry investigation, operational improvement, and incident handling.

• ソリューション設計: ビジネスプロセスを分析・検証し、ビジネス要求を実現するためのシステムソリューションのドラフト設計を行う。
• 機能分析: ソリューション設計に沿って、製品・機能・サービス拡張に関するTo-Beモデルを設計する。
• ソリューション提供: Scrumの各活動に参加し、関係者と協働しながら、ソリューション設計およびUser Storyに基づく開発をリードする。オフショアDeveloperとは基本的な英語でコミュニケーションを行う。
• 本番運用サポート: 担当サービス全般における本番運用の安定化を支援し、問合せ調査、運用改善、障害対応等を行う。

Requirements / 応募要件

• 10+ years of experience in system design, development, operations, and maintenance.
• Experience in Agile development or system/solution development using the SAFe framework.
• Ability to independently analyze processes based on each application's functionality and characteristics.
• Excellent communication skills, including the ability to explain issues to users and developers and guide them toward resolution.
• Ability to organize tasks and proactively drive initiatives toward issue resolution and goal achievement.
• Self-motivated to learn new solutions and technologies.
• Native-level Japanese proficiency, including reading and writing skills, is required. Intermediate-level English proficiency is acceptable.
• Collaborative mindset with the ability to build strong relationships and move projects forward with team members.

（Preferable）

• Experience in call center system development
• Experience in developing customer-facing document generation tools and systems
• Experience in developing and implementing AI-based systems

• システム設計、開発、運用保守に携わった10年以上の経験
• アジャイル開発、またはSAFe frameworkに沿ったシステムソリューション開発の経験
• 各アプリケーションの機能・特徴に基づき、自律的にプロセスを分析できること
• ユーザーおよび開発者に課題を説明し、解決に導くコミュニケーション力
• タスクを整理して課題や目標実現に向けて進めていける推進力
• 新しいソリューションや技術を自ら学ぶ姿勢
• 日本語は読み書き含めてNativeレベル必須、英語は中級レベルでも可
• チームメンバーと協力し、良好な関係を築きながらプロジェクトを推進できる姿勢

（尚可）

• コールセンターシステム開発経験
• 顧客向け帳票作成ツール／システム開発
• AIを利用したシステム開発、導入経験

Preferred Candidate Profile / 求める人物像

This role requires accuracy and strong attention to detail, as it involves handling customer-facing documents and inbound call systems. We are looking for a candidate who is interested in both technology and the call center industry, and who is willing to proactively learn and take on new challenges in the rapidly evolving area of AI-enabled call center systems. We are looking for someone who can work collaboratively with team members and contribute to building a better call center experience.

お客様に直接届く帳票および受電システムを取り扱うため、正確で緻密な作業が求められます。また、AIを使い日々進化しているコールセンターシステムについて技術的にもコールセンター業界にも興味をもって自ら学んでチャレンジできる人材を求めています。チームメンバーと共に協力しながらより良いコールセンターを作っていきましょう。

Benefits We Offer

MetLife Japan offers a comprehensive benefits package that promotes work-life balance and employee wellbeing. Employees can take advantage of flex time policy and a generous time-off policy, national holidays, annual paid leave, special consecutive leave, and refreshment leave. We also provide full social insurance coverage, a commuting expense reimbursement, group insurance, and discounts on travel and English language lessons. To support work flexibility, employees also have hybrid work options, shortened working hours for parents with children in third grade or below, and a casual dress code.

About MetLife

MetLife Inc., through its subsidiaries and affiliates (MetLife), is one of the world's leading financial services companies, providing insurance, annuities, employee benefits and asset management to help individual and institutional customers build a more confident future. Founded in 1868, MetLife has operations in more than 40 markets globally and holds leading positions in the United States, Asia, Latin America, Europe and the Middle East.

MetLife Japan began operations in February 1973 as Japan's first foreign-owned life insurance company. Our purpose, "Always with you, building a more confident future," encapsulates our strong commitment to leveraging our global network and best practices worldwide to stand with our customers and build trust with our communities.