IT Support Specialist, Digital Bank, Tokyo

Overview

Under the mission of "Money Forward. Move your life forward," Money Forward aims to resolve the financial concerns and anxieties of individuals and businesses through the power of technology.

We have partnered with Sumitomo Mitsui Financial Group, Inc. and Sumitomo Mitsui Banking Corporation to establish a new company in preparation for the launch of a new digital bank.

We are currently seeking candidates for the position of IT support specialist as part of this initiative.

*Based on the press release announced on April 16, 2025.

※ This position involves employment with Money Forward, Inc., and a secondment to the new company (SMBC Money Forward Bank Preparatory Corporation). The evaluation system and employee benefits will follow the policies of Money Forward, Inc.

Responsibilities and Duties

• Provide daily IT support within the company, including computer hardware, VOIP phones, smartphones, tablets, SaaS, etc.
• Handle daily permission and account management workflow requests
• Communicate efficiently via text chat and verbally, collaborating with relevant internal and external members throughout the process
• Take ownership of incoming IT requests and tickets from opening of a ticket to its resolution, ensuring accurate issue resolution is captured
• Onboarding and offboarding users
  Procure, manage, operate, install, apply patches/upgrades, replace, and repair IT software/hardware
• Demonstrate solid troubleshooting skills for identifying the root cause of issues in order to provide the most suitable way to resolve them
• You will be the go to person within the team around the end user facing technologies that the Global IT team is currently supporting
• The team embraces a user focused support experience when it comes to helping users

Required Skills and Experience

• Three or more years experience in IT Support / Help Desk duties
• Use of a ticket-based incident management systems (example: ServiceNow, ZenDesk, Jira Service Management)
• Support and troubleshooting devices running macOS and/or Windows 11
• Support for mobile devices like iOS, iPadOS, Android
• Basic hardware diagnostics and repairs skills
• Basic knowledge of IT security practices and policy
• A working knowledge of Generative AI, and AI from an end user perspective, and have experience using it in a corporate environment
• Ability to work across the organization with agility and communication skills
• Excellent written and verbal communication skills
• Flexible mindset to adapt and grow in a dynamic and innovative environment
• Able to work in an networked organization

Preferred Skills and Experience

• Document creation and updates, such as operational procedures
• Five or more years experience in supporting and troubleshooting macOS/iOS devices
• Experience working in IT startups, ventures or multinational corporations
• Experience using MDM tools (Jamf Pro and/or MS Intune)
• Experience operating groupware like Google Workspace, EntraID
• Experience in IT asset management
• Automation of routine tasks through the use of scripting languages, and/or low and no-code solutions
• Procurement and asset management of IT equipment and licenses
• Vendor management experience
• Knowledge of internal networks, DNS, DHCP, and troubleshooting wired/wireless LAN
• CompTIA A+ certification or equivalent knowledge/experience
• ITIL 4 Foundation certification or equivalent knowledge/experience
• Experience in AI development and/or experience in using AI tools to improve development processes.
  • Money Forward recently announced our AI Strategy roadmap which focuses on improving AI-driven operational efficiencies, as well as integrating AI agents into our products to deliver better value to our users. (More information here)

Language Requirements

• Japanese: Business level - JLPT 2 or equivalent
  • The role includes supporting Japanese speaking only users
  • The role requires handling tickets and workflow requests that are written in Japanese
• English: Basic business level (equivalent to TOEIC 700 points or higher)
  • As the scope of work includes overseas locations and communicating with English speaking users, meetings and text communication will occur in both Japanese and English
  • Those without qualifications equivalent to TOEIC 700 points or higher will be required to take a company-designated test during the selection process (typically after the first interview)

Who We’re Looking For

• Excited about being part of a startup launching a new digital bank
• Ability to quickly adapt to changing priorities and situations
• A critical thinker who questions the status quo
• Excellent communication skills with the ability to articulate ideas clearly
• Willingness to learn necessary domain knowledge and technologies

Technology Stack and Tools Used

• Slack
• EntraID
• Microsoft 365
• Atlassian Jira
• Atlassian Confluence

Work Environment

At Money Forward, we provide an environment where we can create world-class services together, and we are looking forward to welcoming you.

• Provided PC Specs: We provide PCs equipped with the latest CPUs (MacOS or Windows). Custom-made PCs tailored to business requirements and replacements with the latest OS are also possible.
• Money Forward Library: We have a library system where you can freely borrow books, ranging from technical books to management books. Desired books can be purchased at the company's expense.
• Referral Driven: We cover the cost of recruitment meals. There is a referral reward system.
• Conference Participation Support: The company partially covers participation in domestic and international conferences, such as RubyKaigi and Google I/O.