Quality Systems Administrator - Quality Management Section, IT Strategy Department (ITSD)

Job Description:

Business Overview

The Technology Management Division (TMD) provides Corporate IT, and Cyber Security & Privacy Governance to Rakuten Group companies and essential business management for technology organizations, thereby enabling innovation and strengthening the technology foundation. Within TMD, the Technology Management Services Supervisory Department (TMSSD) plays a vital role in CIO Governance, IT financial management, IT procurement, Quality Management System (QMS), technology-related public relations, and human resources strategy. By promoting efficiency, quality, risk management, and organizational strength, we ensure that Tech Divisions remain agile and at the forefront of technological advancement.

Department Overview

The IT Strategy Department (ITSD) is responsible for formulating and executing Rakuten Group's overarching IT strategy. ITSD's core mission is to ensure the delivery of high-quality IT services, optimize customer satisfaction, and effectively manage strategically important initiatives.
The department is structured into four key units: the CIO Office, IT governance, Quality Management, and Tech PR ITSD's responsibilities encompass the oversight of group-wide and tech community wide initiatives.

Position:

Why We Hire

The Quality Management Section is a newly established organization under the CIO, dedicated to ensuring excellence through quality. To support our mission, we are seeking a Quality Systems Administrator (ISO 9001) to enhance our internal structures, processes, and deliverables. This role will drive continuous improvement by focusing on initiatives such as ISO 9001 quality standards, IT-BCP, and service resiliency. We aim to improve quality through quantitative KPIs set at the CIO level, establish company-wide quality targets, and foster a culture of quality awareness across the organization.

Position Details

You will translate technical requirements and gap analysis into actionable strategies, supporting quality management and continuous improvement. You will manage the administration of our audit platform (e.g., Archer, ServiceNow GRC, MetricStream), overseeing its operational health, configuration, and continuous improvement. This role bridges technical capabilities with quality processes, translating audit findings into streamlined workflows to support ISO 9001 and internal audit requirements.

Key Responsibilities

Manage the audit platform (e.g., Archer, ServiceNow GRC, MetricStream), including operational health, configuration, and continuous improvement

Translate technical requirements and gap analysis into actionable strategies

- Bridge technical capabilities and quality processes; convert audit findings into streamlined digital workflows
- Manage access controls, workflow configuration, data analysis, and reporting
- Maintain audit platform operational health and ensure adherence to ISO 9001 standards
- Facilitate cross-functional collaboration and provide system guidance

Work Environment

Work directly under the CIO in a newly established, high-impact organization focused on group-wide quality excellence

- Collaborate with diverse stakeholders across the company to promote quality practices and drive horizontal dissemination

Mandatory Qualifications:

Bachelor’s degree in engineering, Information Technology, Computer Science, or a related discipline

- More than 3 years in Quality Assurance, Quality Systems management, or platform administration roles, with demonstrable experience specific to QMS and GRC software platforms
- Proven, hands-on experience in supporting QMS or GRC platforms (e.g., Archer, ServiceNow GRC, MetricStream)
- Demonstrable experience in the operational maintenance of a Quality Management System (QMS) and a strong understanding of ISO 9001 standards
- Exceptional communication skills, able to translate complex quality requirements into clear system workflows and provide guidance to cross-functional teams
- Proven ability to manage multiple quality-related initiatives to closure with strong organizational skills and meticulous attention to detail
- Proficiency in documentation of system configurations, standard operating procedures (SOPs), audit reports, non-conformity tracking, and corrective actions
- Experience in multi-departmental stakeholder management, driving platform adoption, and facilitating meetings to discuss system performance and improvement plans

Desired Qualifications:

Prior experience with ISO 9001 implementation, maintenance, or certification processes (e.g., Internal Auditor certification)

- Experience with other compliance or management system frameworks (e.g., ISO 27001, ITILv4)
- Experience in developing and delivering training on QMS procedures and platform workflows
- Ability to create and standardize QMS procedures, work instructions, and internal guidance documents
- Proficiency in designing intuitive dashboards and data visualizations, both within the platform and through external BI tools (e.g., Domo, Tableau, Power BI)
- Proven ability to consolidate and track QMS initiatives, audit findings, and corrective actions with many stakeholders
- Experience consulting on quality management best practices and standards
- Experience in cross-functional planning and communication within a large organization

Other Information:

Additional information on English Qualification

TOEIC Score 800 above or possess equivalent abilities

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