Staff Analyst (Freshservice/ITSM Platform)
Bayan Baru, MY
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
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