Yuya User

At Amdocs, I led technical and business operations for a client account spanning about 28 systems across on-premise, Azure, AWS, and private cloud environments. I coordinated more than 10 vendor and contractor organizations while acting as the primary liaison for major incidents and L3 escalations.

I built the account’s first ITIL-aligned ITSM framework during a cloud migration, with no prior documentation or handover. I also supported a ¥180M vendor contract negotiation through SLA and cost analysis, contributing to approximately 20% savings.

Previously at Cognizant Japan, I led IT asset management and coordinated L1/L2 service desk operations for a global pharmaceutical client with more than 7,000 endpoints. I raised SLA attainment from roughly 60–70% to 90%, reduced audit work by 65% with self-built ServiceNow dashboards, and delivered ¥14M in annual savings through mobile contract and inventory optimization.

I bring hands-on experience in ITSM governance, ServiceNow, endpoint operations, infrastructure coordination, and multi-vendor management. I work comfortably across Japanese and global teams in both Japanese and business English.