AI-generated summary
beta
This job is a Senior Analyst role focused on managing the Freshservice platform. You might like this job because you'll enhance IT processes, automate tasks, and work with teams globally to improve efficiency—all while having a cool office in Penang!
Undisclosed
Bayan Baru, MY, Kuala Lumpur
Full-Time
few hours ago
Job Description
About our group:
Seagate Engineering IT (EIT) is a globally optimized and cost-efficient team responsible for requirements gathering, development, QA, and support of business-critical enterprise applications — including Windchill PLM, JIRA, Freshworks, TPM (Technology and Portfolio Management), and CAS (Environmental Compliance System). These applications enable Seagate to develop cutting-edge products, promote component reuse and cost savings, accelerate time-to-market, and ensure robust quality tracking and 8D processes.
About the role - you will:
Own Freshservice (ITSM/ITAM) administration and improvement, focusing on automation, integrations, analytics, and CMDB quality. Partner with IT, security, and business teams to extend Freshservice via APIs/webhooks/orchestration, integrate enterprise systems, support migrations, and drive efficiency.
Key Responsibilities
Freshservice Support & Administration
-
Manage and support Freshservice operations, ensuring SLA compliance
-
Administer ITSM modules (Incidents, Service Requests, Changes, Problems, Tasks, On/Offboarding, Assets/CMDB, Knowledge Base, Projects/Test Management and Releases), including configurations for user roles, workflows, business rules, automations, and SLAs
-
Troubleshoot issues and support system improvements, testing, and new releases
Device42 Integration & Asset Management
-
Administer and manage D42 assets and its integration with Freshservice, including discovery, data collection, and access controls
-
Ensure data quality, CI relationships, asset lifecycle management, and build reports/dashboards
-
Improve ITIL/ITAM processes and maintain documentation, workflows, and troubleshooting guides
Automation & Integrations
-
Build and support integrations using APIs and webhooks
-
Develop and maintain workflow automations for routing, approvals, and notifications
-
Support data migrations, system integrations, and process automation
Data, Reporting & Analytics
-
Track key metrics (e.g., SLA, MTTR) and ensure data accuracy
-
Build dashboards and reports (e.g., Power BI) for operational and management insights
Collaboration & Continuous Improvement
-
Work with cross-functional teams, vendors, and stakeholders
-
Identify opportunities to improve processes, automation, and system efficiency
-
Document configurations, workflows, and best practices
About you:
-
Excellent technical and analytical skills with a data-driven mindset
-
Detail-oriented, organized, and adaptable
-
Effective communicator in cross-functional/global teams
-
Proactive in improving systems and processes
-
Knowledge in Freshservice and Device42 a strong plus
-
Knowledge of APIs, webhooks, and enterprise integrations
- Degree in IT, Computer Science, or related field
Your experience includes:
-
5 to 8+ years in ITSM/ITAM administration. Hands on experience with Freshservice and Device42 (or equivalent discovery/CMDB tooling) is a strong plus
-
Proven track record running integrations at scale (users, assets, approvals, risk/controls) and operational dashboards consumed by leadership
-
ITSM background with understanding of ITIL processes
-
Hands-on experience with ITSM tool process
-
Application of reporting tools (e.g., Power BI)
-
Familiarity with security, compliance, and change/release practices
Location:
Our Penang office is located at Suntech in Cybercity and is easily accessible by public transportation. Free on-site parking is available for those who drive, and a variety of convenient dining options are located nearby.
Location: Penang Malaysia Suntech
Travel: None
Job Requirements
Company Benefits
Health and Wellness
Comprehensive medical insurance coverage, including dental care and access to panel clinics.
Work-Life Balance
Encouragement of a work-life balance through various activities, such as sports events like badminton games, and access to on-site fitness centers.
Financial Benefits
Participation in the Employee Stock Purchase Plan, allowing employees to purchase company shares at a discounted rate.
Additional Info
Company Activity
Last active - few hours ago
Experience Level
0 - 10 Years of Experience
Company Profile
