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Trane Technologies ITSM Enterprise System Support Lead- Remote in Arlington, Virginia

ITSM Enterprise System Support Lead- Remote

Davidson NC 800E Beaty St, Davidson, North Carolina, United States

6 additional locations

New Jersey, United StatesArlington, Virginia, United StatesCalifornia, United StatesTexas, United StatesUnited StatesFlorida, United States

Information Technology

Requisition # 2106455

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AtTrane Technologies® we Challenge Possible. Our brands – includingTrane®andThermo King® - create access to cooling and comfort in buildings and homes, transport and protect food and perishables, connect customers to elevated performance with less environmental impact, dramatically reduce energy demands and carbon emissions, and innovate with a better world in mind. We boldly challenge what’s possible for a sustainable world.


Job Summary This role is responsible for several key functions within the IT Service Management team; to enable the delivery of high-quality service to end users and ensure IT Service Management processes are in place to meet business needs. Partner with key business stakeholders and collaborate with various business and IT leaders to ensure successful execution of the strategic roadmaps while ensuring proper IT service management processes are in place and followed.


  • Direct involvement in the improvement of key Service Management processes including Incident, Request, Change, Configuration and Knowledge management.

  • Collaborate with stakeholders across Corporate and SBU IT organization to ensure that IT service management processes continue to enhance our world class lean culture and improve end user experience.

  • Able to think holistically and globally when collaborating with peers and colleagues across multiple regions and countries. This will include stakeholders with varying degrees of technical knowledge and expertise, including executives within IT organization.

  • Translate process design/redesign requirements into specific functional requirements to be delivered to the ServiceNow development team.

  • Govern and ensure process related documentation including workflow diagrams, standard operating procedures, and various job aids are being created and updated as per Knowledge Management process

  • Define reports on ITSM KPI and CSI activity metrics and perform analysis on data to identify continual improvement opportunities to be implemented by IT organization.


  • Bachelor’s degree in Information Technology-related field, or equivalent education and related training

  • 2+ years of ITSM experience in a large-scale, global environment with significant experience in ServiceNow or equivalent

  • Strongknowledge of ITIL disciplines

  • Ability to manage multiple concurrent projects, activities, and tasks under time constraints

  • Exceptional communication, teamwork and influencing skills that foster a collaborative and continuous-improvement environment

  • Strong critical and analytical thinking and problem-solving skills

  • Demonstrated proficiency in basic computer applications, such as Microsoft Office software products

Preferred Qualifications

  • 2+ years of experience as a business analyst or related role/experience, with experience in one or more of the following areas: Project Management, Business Process Management Relationship Management, Business Operations, or Quality Management

  • Experience managing 3rd parties and 3rd party delivered services

  • Ability to effectively interface with key stakeholders at all levels in the organization

  • Knowledgeable of core business functions, processes and workflows associated with assigned business areas and projects

  • Proven ability to manage and resolve complex and ambiguous functional & technical issues

Key Competencies:

  • Project management

  • Business analysis

  • Functional solution design

  • IT service management

  • IT development life cycles

  • Data management and analysis

  • Business partnering

Benefits*: Trane-Technologies-Benefits-Offered.pdf

Base Pay Range ( FOR COLORADO RESIDENTS ONLY ): For Salaried positions - $66,000- $136,000

Disclaimer: This "range" could be a result of seniority, merit, geographic location where the work is performed, education, experience, travel requirements for the job, or because of a system the employer uses to measure earnings by quantity or quality of production (so, for example, positions that may not have traditional salary ranges).

*Benefits vary by region, business alignment, union involvement and employee status.

We offer competitive compensation and comprehensive benefits and programs that help our employees thrive in both their professional and personal lives. We are proud of our winning culture which is inclusive and respectful at its core. We share passion for serving customers, caring for others, and boldly challenging what’s possible for a sustainable world.

We are committed to achieving workforce diversity reflective of our communities. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.