Senior Tech Business Analyst, IT Service & Training

AEP Service Corporation

United States

On-site

USD 87,000 - 110,000

Full time

4 days ago

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Benefits offered by this job

Annual bonus

Long-term incentive

401(k) match

AEP Pension

Job summary

American Electric Power (AEP) Service Corporation is seeking a seasoned Business Analyst to drive intermediate to advanced analysis on medium to large IT projects within waterfall or agile frameworks.

You will develop clear documentation, deliver end-user and IT staff training, monitor service desk trends, and guide the IT Support team on troubleshooting and best practices, while collaborating with stakeholders to improve processes and asset management.

Qualifications

Minimum 5 years of Business Analyst experience.
Experience and efficient working with ServiceNow.
Experience in IT support and technical training.
Strong technical troubleshooting and problem-solving skills.
Proven ability to create process documentation, workflow diagrams, and training materials.
Strong technical writing skills.
Experience analyzing support metrics, ticketing systems, and operational reports.
Excellent communication, presentation, and mentoring skills.
Strong organizational skills with the ability to manage multiple priorities.
Experience with IT asset management and inventory tracking is preferred.

Responsibilities

Develop and maintain clear, accurate, and comprehensive documentation, process flows, and training materials for new projects and initiatives.
Deliver training programs for End Users and IT Support Staff to ensure successful adoption of new technologies, processes, and services.
Monitor, analyze, and report on service desk ticket trends to identify recurring issues, improvement opportunities, and operational efficiencies.
Apply technical expertise to guide and support the IT Support team in troubleshooting, problem resolution, and best practices.
Assess support staff performance, technical knowledge, and training needs to identify opportunities for skill development.
Provide ongoing coaching, mentoring, and detailed technical training to support staff to promote continuous learning and professional growth.
Collaborate with stakeholders to improve support processes, knowledge management, and service delivery standards.
Monitor, track, and manage IT assets and resources to ensure accountability, compliance, and operational readiness.
Support continuous improvement initiatives by identifying gaps in processes, documentation, and team capabilities.