IT User Support Analyst Sr

Why Valvoline Global Operations?

Valvoline Global is a worldwide leader in automotive and industrial solutions, creating future-ready products and best-in-class services for partners around the globe. Established in 1866, we introduced the world’s first branded motor oil, claiming our position as The Original Motor Oil. As an affiliate of Aramco, one of the world's largest integrated energy and chemicals companies, we continue to invest strategically and expand globally, driving unparalleled product innovation and sustainable business solutions.

Our corporate values of care, integrity, passion, unified, and excellence shape everything we do. Living out our values is what makes our company, our employees, our partners, our customers, and the communities we serve great.

When you join Valvoline Global, you join a culture that is committed to: treating all people with care, operating with integrity, striving for excellence in everything we do, showing passion about delivering on our commitments, and being unified in all our enterprise endeavors.

How You’ll Make an Impact

The Senior IT User Support Analyst is responsible for providing day-to-day technical support to both onsite and remote employees for a range of hardware and software related systems. Responsible for all end user IT support issues up to tier 3. Responds to and diagnoses the most difficult problems of high complexity through discussion with users, which includes troubleshooting, fault rectification and problem escalation. Provides effective and timely resolution of users’ problems, queries or complaints, prioritizing user satisfaction and customer service. Coordinates PC and end user hardware deployments and management. Assists in hardware and software evaluation and recommends upgrades or improvements to end user hardware and software. Recognized subject matter expert in job area typically obtained through advanced education and work experience. This role may be involved in large projects or process changes. Role will be responsible for all levels of local IT support while being empowered to coach, review and delegate to tier 1 or tier 2 IT professionals. 

1. Resolves day-to-day service desk issues for both onsite and remote users by being a Level 3 EUC and support subject matter expert, driving all aging tickets and customer service issues in area to completion. Contributes to IT service delivery improvements and provides feedback to management and other IT teams as needed. 
2. Manages the health, maintenance, and support of all end user workplace technology (including but not limited to computers, printers, mobile devices, conference rooms, etc.) 
3. Responsible for day-to-day IT operations involving PC deployments and management, including software, hardware, and network viability. Network support may entail remote access VPN troubleshooting, network troubleshooting, and/or wireless network troubleshooting.  
4. Tracks IT assets and software licensing in accordance to Valvoline EUC, security, and accounting standards. Ensure assets are forecasted, procured, and retired/replaced in a timely manner. Ensure all licensed software is under current licensing and correct cost centers are billed.
5. Support cellular mobility as related to end user issues and travel requirements 
6. Contributes as a technical resource for projects and processes; coaches and reviews the work of lower-level IT professionals.
7. Other duties and responsibilities as determined by Valvoline from time to time in its sole discretion

This role interacts directly with Valvoline Global end users, internal IT, internal customers, third party service providers, and other external vendors. Primarily, this role will interact with end users and the Valvoline Global End User Computing (EUC) team internally as needed to maintain and work together to meet the needs and requirement of Valvoline Global. 

As a top tier IT support resource, this role will often engage with VIPs and other internal customers. Being able to think quickly and having excellent people and communications skills are needed. Exceptional customer service and communication skills are a key requirement in this role.  

What You’ll Need

1. Bachelors degree or equivalent in Information Technology, CIS or related field or equivalent experience 
2. Minimum of five years of experience in providing end user IT support, preferably with a minimum of two years of that experience providing direct walkup or onsite support.
3. ITIL Foundations and Microsoft certifications related to PC support are desirable, but not required. 

4. Native speaker proficiency in English and Mandarin Chinese 

5. Exceptional customer service skills 

6. Advanced experience supporting end user technologies (Windows and Mac PCs, mobile devices) in an Intune managed environment 

7. Significant experience supporting collaboration tools and systems (telecom, audio conferencing, Teams, Webex, Zoom) 

8. Experience with ServiceNow incident management 

9. Basic project management skills  

10. Basic network troubleshooting experience 

11. Experience working with 3rd party vendors with regards to projects and day-to-day operations 

12. Ability to learn and adapt quickly to learning new technologies  

13. Able to teach and coach lower level resources to complete tasks as related to the work requirements 

14. Able to lift 30lbs 

15. Position may have need for sitting long periods at on desk on a computer 

Valvoline Global provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Are you good at what you do? Join us.

The Company has put a process in place to make its recruitment process accessible to any and all users. Reasonable accommodations will be provided, upon request, to applicants with disabilities in order to facilitate equal opportunity throughout the recruitment and selection process. Please contact Human Resources at 1-800-Valvoline or email 1-800Valvoline@valvoline.com to make a request for reasonable accommodation during any aspect of the recruitment and selection process. The contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.

 Requisition ID: 762 

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