ITSM Sr Analyst

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 supports the IT Service Management team by administering and improving ServiceNow capabilities, reporting, configuration management, and service management processes. The role maintains accurate relationships among configuration items, applications, infrastructure, vendors, and business services to strengthen service visibility and impact analysis. This position also supports IT asset, contract, and telecom expense administration, as well as ITSM governance, audits, and compliance reporting. The ITSM Analyst partners with IT, business stakeholders, senior leaders, vendors, Procurement, and Finance to identify automation opportunities and deliver continuous improvement.

How You Make an Impact (Job Accountabilities)

ServiceNow Administration, Reporting and CMDB Governance | 35%

• Administer ServiceNow users, groups, roles, forms, workflows, catalogs, and configuration items.
• Develop ServiceNow dashboards, scorecards, KPIs, and executive reporting.
• Create and maintain recurring operational and leadership reports.
• Support CMDB governance, audits, and data quality initiatives.
• Define and maintain configuration-item relationships and service dependency mappings.
• Support service maps and impact analysis across applications, infrastructure, vendors, and business services.

IT Service Management Process Support | 25%

• Support Incident, Request, Change, Problem, Knowledge, and Service Level Management processes.
• Maintain process documentation, procedures, standards, and governance artifacts.
• Track and report ITSM process performance and compliance metrics.
• Participate in service reviews and continual service improvement activities.

Asset and Configuration Management | 15%

• Maintain IT asset inventories and CMDB accuracy.
• Perform reconciliation and data validation activities.
• Partner with service owners to ensure configuration items and services are accurately documented.
• Support software, hardware, and lifecycle management processes.

Vendor, Contract and Telecom Expense Administration | 15%

• Maintain vendor and contract repositories.
• Track renewals, service agreements, maintenance contracts, and licensing agreements.
• Assist with vendor performance reviews and contract governance activities.
• Manage telecom expenses, including reporting, optimization, and cost-saving opportunities.
• Coordinate with Procurement, Finance, and IT stakeholders.

Continuous Improvement and Automation | 10%

• Identify opportunities for process optimization and automation.
• Document improvement opportunities and recommendations.
• Support implementation of workflow automation and operational efficiency initiatives.
• Assist with special projects and service management initiatives.
• Key interactions: Regular contact with IT and business stakeholders, including senior management. External contact includes vendors in telecom and other service areas.

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

• Education: Bachelor’s degree in Finance, Business Administration, Information Technology, or a related field; equivalent experience may be considered.
• Experience: Several years of experience supporting ITSM activities and ServiceNow in an enterprise environment.
• Certification: ITIL certification or equivalent ITIL knowledge is preferred.
• Required knowledge and skills include:
• Strong knowledge of ITIL principles and IT service management practices.
• Proven experience with ServiceNow administration, reporting, CMDB governance, and configuration-item relationships.
• Experience supporting ITSM processes, governance, audits, metrics, and documentation.
• Experience with asset, vendor, contract, licensing, and telecom expense administration.
• Experience identifying and automating manual processes.
• Ability to work effectively with business and IT teams and interact confidently with senior management.
• Competencies Desired
• Analytical problem solving and attention to data quality.
• Strong organization, prioritization, and follow-through.
• Clear written and verbal communication.
• Stakeholder partnership and relationship management.
• Continuous improvement mindset and curiosity about automation.
• Sound judgment when working with operational, financial, vendor, and governance information.
• Ability to translate technical and process information into clear reports and recommendations.

Working Conditions / Physical Requirements / Travel Requirements

• This role is primarily performed in an office or standard business environment and may require remaining in a stationary position, including sitting, for extended periods. The employee must be able to use standard office and computer equipment and communicate effectively with colleagues and stakeholders. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Travel: No travel is required for this position.
• Overnight travel: Not required.

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: 2671