Sr Analyst (ITSM/ITAM)

TL;DR

Sr Analyst (ITSM/ITAM): Administering and improving Freshservice and Device42 systems with an accent on automation, integrations, and CMDB quality. Focus on building API-based integrations, optimizing ITIL processes, and developing operational dashboards for leadership.

Location: Onsite in Penang, Malaysia

Company

Seagate is a global leader in storage innovation, providing precision-engineered solutions to manage exponential data growth.

What you will do

• Administer Freshservice ITSM modules, including incident, change, problem, and request management, ensuring SLA compliance.
• Manage Device42 asset discovery and integration with Freshservice to maintain high CMDB data quality.
• Develop and support system integrations and workflow automations using APIs and webhooks.
• Create operational dashboards and reports using Power BI to track key metrics such as MTTR and SLA.
• Collaborate with global cross-functional teams to identify process improvements and maintain technical documentation.

Requirements

• 5 to 8+ years of experience in ITSM/ITAM administration.
• Degree in IT, Computer Science, or a related field.
• Proven track record of running large-scale integrations and operational dashboards.
• Strong understanding of ITIL processes and hands-on experience with ITSM tooling.
• Proficiency with reporting tools such as Power BI and knowledge of APIs and webhooks.

Nice to have

• Hands-on experience specifically with Freshservice and Device42.

Culture & Benefits

• Opportunity to work within a globally optimized engineering IT team.
• Office located in Cybercity, Penang, with easy access to public transportation.
• Free on-site parking and various nearby dining options.
• Company culture based on integrity, innovation, and inclusion.