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.
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
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
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
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
Seagate is a leader in mass-capacity data storage. We’ve delivered more than four and a half billion terabytes of capacity over the past four decades. We make storage that scales, bringing trust and integrity to innovations that depend on data. In an era of unprecedented creation, Seagate stores infinite potential. Unlock the full value of your data today.
