ITSM Analyst II

Why Valvoline Global Operations?
 
At Valvoline Global Operations, we’re proud to be The Original Motor Oil, but we’ve never rested on being first. Founded in 1866, we introduced the world’s first branded motor oil, staking our claim as a pioneer in the automotive and industrial solutions industry. Today, as an affiliate of Aramco, one of the world’s largest integrated energy and chemicals companies, we are driven by innovation and committed to creating sustainable solutions for a better future.

With a global presence, we develop future-ready products and provide best-in-class services for our partners around the world. For us, originality isn’t just about where we began; it’s about where we’re headed and how we’ll lead the way. We are originality in motion.

Our corporate values—Care, Integrity, Passion, Unity, and Excellence—are at the heart of everything we do. These values define how we operate, how we treat one another, and how we engage with our partners, customers, and the communities we serve. At Valvoline Global, we are united in our commitment to:

•    Treating everyone with care.
•    Acting with unwavering integrity.
•    Striving for excellence in all endeavors.
•    Delivering on our commitments with passion.
•    Collaborating as one unified team.

When you join Valvoline Global, you’ll become part of a culture that celebrates creativity, innovation, and excellence. Together, we’re shaping the future of automotive and industrial solutions.

Job Purpose

The ITSM Analyst II is responsible for the day-to-day administration, execution, and continuous improvement of IT Service Management (ITSM) processes and supporting operational workflows. This role ensures the effective management of Incident Management, Request Fulfillment, and IT Asset Management while supporting Agile ways of working. The ITSM Analyst II serves as a subject matter expert for the ServiceNow platform, providing proactive support, guidance, and training to IT teams and end users to maximize adoption, process efficiency, and asset lifecycle governance.

How You Make an Impact (Job Accountabilities)

IT Service Management

• Manage the day-to-day execution of ITSM processes, including Incident Management and Request Fulfillment.
• Monitor process performance, identify trends, and recommend improvements to enhance service quality and operational efficiency.
• Ensure ITSM processes adhere to organizational policies, service level agreements (SLAs), and ITIL best practices.
• Develop and maintain process documentation, standard operating procedures, and knowledge articles.

IT Asset Management

• Own and support the day-to-day execution of IT Asset Management (ITAM) processes throughout the asset lifecycle, including procurement, deployment, inventory management, maintenance, transfers, and retirement.
• Maintain accurate hardware and software asset records within ServiceNow and ensure data integrity across asset repositories.
• Perform regular audits and reconciliations to improve inventory accuracy and support compliance requirements.
• Partner with Infrastructure, Procurement, Security, and End User Services teams to ensure assets are properly tracked, assigned, and managed throughout their lifecycle.
• Identify opportunities to improve asset governance, lifecycle management, and operational efficiency through automation and process enhancements.
• Develop and maintain asset management documentation, standards, and reporting to support operational and business decision-making.

ServiceNow Administration & Support

• Serve as a functional expert for the ServiceNow platform, supporting IT teams and business users in the effective use of ITSM and IT Asset Management modules.
• Provide day-to-day guidance, troubleshooting, and process support to improve user adoption, data quality, and operational consistency.
• Collaborate with ServiceNow administrators and developers to enhance workflows, forms, automations, and reporting capabilities.
• Identify opportunities to streamline manual activities and improve the user experience through ServiceNow enhancements.

Agile Process Support

• Support internal Agile working processes and workflows across IT teams.
• Collaborate with cross-functional teams to ensure work is effectively prioritized, tracked, and managed using Agile methodologies.
• Contribute to continuous improvement initiatives by identifying opportunities to optimize team processes and service delivery.

Proactive Operational Support

• Proactively monitor ITSM and IT Asset Management processes to identify issues, trends, and opportunities for improvement.
• Partner with IT teams to improve operational effectiveness and ensure adherence to established processes.
• Provide coaching and assistance to IT staff and end users on ITSM and IT Asset Management best practices, with a focus on effective use of ServiceNow.
• Serve as a trusted advisor for process improvements, data quality initiatives, and operational excellence.

What You Bring to the Role (Job Qualifications / Education / Skills / Requirements / Capabilities)

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field, or equivalent work experience.
• 3–5 years of experience supporting IT Service Management and/or IT Asset Management processes.
• Hands-on experience with ServiceNow, including ITSM and IT Asset Management modules.
• Working knowledge of Incident Management, Request Fulfillment, and IT Asset Management best practices.
• Familiarity with Agile methodologies and collaborative work management practices.
• Strong analytical, organizational, and problem-solving skills.
• Excellent written and verbal communication skills with the ability to work effectively across technical and non-technical teams.

Competencies Desired

• ITIL Foundation certification.
• Experience supporting ServiceNow process enhancements or implementations.
• Experience with IT Asset Management governance, lifecycle management, software licensing, or CMDB concepts.
• Experience creating reports, dashboards, and KPIs within ServiceNow.

Working Conditions / Physical Requirements / Travel Requirements

• Working Conditions / Physical Requirements: Mexico - remote
• Travel Requirements: up to 10%

Valvoline Global is an equal opportunity employer. We are dedicated to fostering an environment where every individual feels valued, respected, and empowered to contribute their unique perspectives and skills. We strictly prohibit discrimination and harassment of any kind, regardless of race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity, or any other legally protected characteristic.

We are committed to ensuring accessibility throughout our recruitment process. If you require a reasonable accommodation to participate in any stage of the recruitment or selection process, please contact us at:.

•    Email: Valvolineglobalcareers@valvolineglobal.com

This contact information is solely for accommodation requests. For inquiries about application status, please use the appropriate channels listed in your application materials.

Are You Ready to Make an Impact?

At Valvoline Global, we’re looking for passionate and talented individuals to join our journey of innovation and excellence. Are you ready to shape the future with us? Apply today.

Requisition ID: 2523