Senior Analyst (Freshservice/ITSM Platform)

Location: 

Bayan Baru, MY

Posting Date:  Apr 20, 2026

Job ID:  14207

About our group:

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

About Us

With more than four decades of storage innovation, Seagate empowers humanity to thrive in the data age and helps people and businesses navigate the ever-expanding data landscape. 

We craft precision-engineered, cutting-edge solutions that help the world store and manage exponential data growth.

Seagate is powered by our talented and passionate workforce of 29,000 employees across the globe who embody our core values: integrity, innovation, and inclusion. Striving towards excellence every single day, we show up with these values for our customers, business partners, shareholders, and communities alike.

Join us and get inspired to make a difference in the datasphere!

Seagate is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, ancestry, national origin, citizenship status, physical or mental disability, genetic information, marital status, sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, sexual orientation, religion, military and veteran status, or other status protected by applicable law.  We will consider for employment qualified applicants with arrest and conviction records. EEO Know Your Rights Poster 

Seagate will provide reasonable accommodation with the application process upon request as required to comply with applicable laws. If you need assistance or accommodation due to a disability, you may contact us at accommodations@seagate.com. 

All Seagate jobs will remain open for a minimum of seven days.

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