Specialist 1, HR Operations (ServiceNow)

  • Full-time
  • Job Type (exemption status): Exempt position - Please see related compensation & benefits details below
  • Business Function: HR Operations
  • Work Location: Penang SDSM Office--LOC_SNDK_Seberang Perai Office

Company Description

At Western Digital, our vision is to power global innovation and push the boundaries of technology to make what you thought was once impossible, possible.

At our core, Western Digital is a company of problem solvers. People achieve extraordinary things given the right technology. For decades, we’ve been doing just that. Our technology helped people put a man on the moon.

We are a key partner to some of the largest and highest growth organizations in the world. From energizing the most competitive gaming platforms, to enabling systems to make cities safer and cars smarter and more connected, to powering the data centers behind many of the world’s biggest companies and public cloud, Western Digital is fueling a brighter, smarter future.

Binge-watch any shows, use social media or shop online lately? You’ll find Western Digital supporting the storage infrastructure behind many of these platforms. And, that flash memory card that captures and preserves your most precious moments? That’s us, too.

We offer an expansive portfolio of technologies, storage devices and platforms for business and consumers alike. Our data-centric solutions are comprised of the Western Digital®, G-Technology™, SanDisk® and WD® brands.

Today’s exceptional challenges require your unique skills. It’s You & Western Digital. Together, we’re the next BIG thing in data.

Job Description

Role Overview:

We are seeking an AskHR Tier 1 representative for our People Operations team in Malaysia. As an AskHR Tier 1 representative of People Operations, you will play an important role in driving conversations with our Direct Labour and Indirect Labour workforce, answering their queries related to HR and contributing to the overall success of our People Operations.

Core Responsibilities

1. First Point of Contact:

  • Serve as the initial point of contact for HR-related inquiries via ServiceNow and Workday.
  • Address basic employee questions and issues, such as policy clarifications, benefit inquiries, and routine HR processes.

2. Case Management:

  • Log, track, and manage all incoming HR inquiries and cases in ServiceNow.
  • Ensure accurate and timely documentation of interactions and resolutions.

3. Basic Issue Resolution:

  • Resolve straightforward HR inquiries and issues based on predefined guidelines and knowledge articles.
  • Provide assistance with common HR tasks such as updating personal information, accessing pay stubs, and submitting time-off requests in Workday.

4. Knowledge Base Utilization:

  • Utilize the knowledge base in ServiceNow & other online resources to find and provide accurate information and solutions.
  • Contribute to the knowledge base by documenting new issues and solutions as they arise.

5. Escalation Management:

  • Identify and escalate complex issues or inquiries to the Tier 2 team when they cannot be resolved at the Tier 1 level.
  • Ensure proper handoff and communication when escalating cases to ensure a seamless employee experience.

6. Service Delivery:

  • Ensure adherence to SLAs (Service Level Agreements) for response and resolution times.
  • Maintain a high level of customer service and professionalism in all interactions.

7. System Navigation Support:

  • Assist employees in navigating ServiceNow and Workday, providing guidance on how to use the systems effectively.
  • Help employees locate necessary forms, documents, and information within the systems.

8. Data Entry and Updates:

  • Perform data entry and updates in Workday as required, ensuring accuracy and compliance with HR policies.
  • Verify and update employee information, process status changes, and maintain records.

9. Reporting:

  • Generate basic reports from ServiceNow and Workday to track common issues, inquiry volumes, and resolution times.
  • Provide insights to the Tier 2 team and management on recurring issues and areas for improvement.

10. Continuous Improvement:

  • Participate in training sessions and team meetings to stay updated on HR policies, system changes, and best practices.
  • Provide feedback on process improvements and contribute to the continuous enhancement of Tier 1 services.


To excel in this role, the ideal candidate should meet the following requirements:

  • Bachelor's degree from a regionally accredited four-year college or university and a minimum of 2-3 years of relevant experience and/or training.
  • Experience in HR Operations/HR Shared Services, demonstrating the ability to resolve simple and complex queries.
  • Good understanding of Tiered HR Service model within HR Shared Services processes and practices.
  • Collaborative mindset with exceptional team-player qualities, strongly focused on enhancing employee experiences and driving continuous process improvement.
  • Preferred experience with Workday and ServiceNow Case Management.
  • Demonstrated probing and problem-solving skills.
  • Strong communication skills (Local and English language)
  • Prior experience in the manufacturing industry is a plus.

Additional Information

Western Digital thrives on the power and potential of diversity. As a global company, we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within. We believe the fusion of various perspectives results in the best outcomes for our employees, our company, our customers, and the world around us. We are committed to an inclusive environment where every individual can thrive through a sense of belonging, respect and contribution.

Western Digital is committed to offering opportunities to applicants with disabilities and ensuring all candidates can successfully navigate our careers website and our hiring process. Please contact us at [email protected] to advise us of your accommodation request. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.

NOTICE TO CANDIDATES: Western Digital has received reports of scams where a payment is requested on Western Digital’s behalf as a condition for receiving an offer of employment. Please be aware that Western Digital and its subsidiaries will never request payment as a condition for applying for a position or receiving an offer of employment. Should you encounter any such requests, please report it immediately to [email protected].

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