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
