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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 developcutting-edgeproducts, promotecomponentreuseand 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 FreshserviceSupport & Administration Manage and supportFreshserviceoperations, 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 foruserroles, workflows, business rules, automations, andSLAs Troubleshoot issues and support system improvements, testing, andnewreleases Device42 Integration & Asset Management Administer and manage D42 assets and its integration withFreshservice, including discovery, data collection, and access controls Ensure data quality, CI relationships, asset lifecycle management, and build reports/dashboards Improve ITIL/ITAM processes andmaintaindocumentation, workflows, and troubleshooting guides Automation & Integrations Build and support integrations using APIs and webhooks Develop andmaintainworkflow 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 Identifyopportunities 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 inFreshserviceand 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 Proventrack recordrunning 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 toolprocess Application of reporting tools (e.g., Power BI) Familiarity with security, compliance, and change/release practices
Our Penang office islocatedat 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 arelocatednearby.
Location: Penang Malaysia Suntech
Travel: None
"LaCie, the premium brand of Seagate technology, designs world-class storage solutions for photographers, videographers, audio professionals, and other power users. With leading technology, performance, quality, and customer support, LaCie helps you realize your creative vision. We differentiate ourselves with a focus on design, unmatched technical performance, and long-term reliability.
To better understand and serve the needs of our customers, we maintain in-house innovation centers, product-line manufacturing, and technical support. Over the past decade, we have consistently been best-in-class and first-to-market in deploying the latest innovations, from Firewire to USB to Thunderbolt™ technology."
Job ID: 146082865
