IT Service Tools & Platforms Analyst in Remote, UT, Utah

Position:

IT Service Tools & Platforms Analyst

Job Description:

We are looking for a detail-oriented and proactive IT Service Tools & Platforms Analyst to support and optimize the tools and systems used in our IT Support and Managed Services ecosystem. This role serves as a critical link between operational teams, IT service management, and platform specialists, ensuring that service tools align with business needs and function efficiently.

As a key partner to the Customer Engagement Analyst, this role will focus on documenting requirements, analyzing platform capabilities, and coordinating with IT teams to implement improvements. The ideal candidate has a strong understanding of IT service processes, project coordination experience, and the ability to translate business needs into technical requirements.

What You’ll Be Doing:

Requirements Gathering & Documentation

• Work closely with IT support, service management, and operational teams to understand platform-related challenges and needs.

• Document detailed business and functional requirements for enhancements in ITSM and service delivery tools.

• Collaborate with IT and vendors to validate feasibility and align on solutions.

Process & Platform Optimization

• Analyze existing IT service tools and recommend improvements for efficiency and usability.

• Support standardization of workflows across different platforms and services.

• Ensure that IT tools and platforms align with ITSM frameworks and best practices.

Coordination with IT & Project Management

• Act as a liaison between operational teams and IT for tool-related changes, enhancements, or new implementations.

• Work with IT developers, solution architects, and vendors to ensure smooth delivery of updates and improvements.

• Track and follow up on implementation timelines, ensuring requirements are met.

Collaboration with Customer Engagement Analyst

• Work closely with the IT Services – Customer Engagement Analyst to align engagement processes with platform capabilities.

• Ensure customer interactions within IT tools are seamless, standardized, and user-friendly.

• Support efforts to improve reporting, ticketing workflows, and automation initiatives.

Testing, Validation & User Support

• Assist in testing new tool features, ensuring they meet operational requirements before deployment.

• Support change management efforts by providing clear documentation and training materials.

• Gather feedback from users and incorporate it into continuous improvement efforts.

What We Are Looking For:

• Bachelor’s degree in Information Technology, Business Administration, or a related field. ITIL certification or experience with IT Service Management (ITSM) is a plus.

• 2-5 years of experience in IT service operations, IT tools management, or business analysis in an IT environment.

• Strong ability to document business needs, translate them into technical requirements, and coordinate solutions.

• Understanding of ITSM frameworks (ITIL, COBIT) and experience with IT service tools (e.g., ServiceNow, Jira, Zendesk).

• Ability to work closely with IT teams, vendors, and stakeholders to implement system enhancements.

• Experience optimizing IT service processes and ensuring alignment with business goals.

• Strong interpersonal skills to engage with both technical and non-technical stakeholders.

• Experience with testing new tool functionalities and supporting user adoption.

• Experience with ISO 27001 Certification is a plus.

Work Arrangement:

Fully Remote: Must be able to travel to an Arrow office location as requested by Arrow leadership.

What’s In It For You :

At Arrow, we recognize that financial rewards and great benefits are important aspects of an ideal job. That’s why we offer competitive financial compensation, including various compensation plans and a solid benefits package.

• Medical, Dental, Vision Insurance

• 401k, With Matching Contributions

• Short-Term/Long-Term Disability Insurance

• Health Savings Account (HSA)/Health Reimbursement Account (HRA) Options

• Paid Time Off

• Tuition Reimbursement

• Growth Opportunities

• And more!

Annual Hiring Range/Hourly Rate:

$98,900.00 – $121,000.00

Actual compensation offer to candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level. The pay ratio between base pay and target incentive (if applicable) will be finalized at offer.

Location:

US-CO-Colorado (Remote Employees)

Remote work employees may be required to be present at the closest designated Arrow office for work-related purposes, at the Company’s request and sole discretion.

Time Type:

Full time

Job Category:

Business Support

EEO Statement:

Arrow is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, gender, age, sexual orientation, gender identity, national origin, veteran or disability status. (Arrow EEO/AAP policy) (https://cdn.phenompeople.com/CareerConnectResources/ARELUS/documents/EqualEmploymentOpportunityPolicy_UnitedStates_2024-1713302215740.pdf)

We anticipate this requisition will be open for a minimum of five days, though it may be open for a longer period of time. We encourage your prompt application.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Arrow Electronics, Inc.’s policy is to provide equal employment opportunities to all qualified employees and applicants without regard to race, color, religion, age, sex, marital status, gender identity or expression, sexual orientation, national origin, disability, citizenship, veran status, genetic information, or any other characteristics protected by applicable state, federal or local laws. Our policy of equal employment opportunity and affirmative action applies to all employment decisions personnel policies and practices, or programs.