Tech Business Analyst — IT Training & Service Optimization

AEP; Columbus (OH); On-site; USD 87,000 - 110,000; Full time

Benefits offered by this job

Annual bonus

Long-term incentive

401(k) match

AEP Pension

Comprehensive benefits package

Job summary

American Electric Power seeks a seasoned Business Analyst to work in Waterfall or Agile teams, delivering technology solutions that meet AEP’s standards. You will independently perform mid-to-senior level analysis for medium to large initiatives and collaborate with Technology and business partners to ensure value and quality.

The role emphasizes creating documentation, training End Users and IT staff, analyzing service desk trends, guiding IT Support, coaching staff, and driving process

Qualifications

• Minimum of 5 years of Business Analyst experience.
• Experience with Service Now.
• 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 documentation, process flows, and training materials for new projects and initiatives.
• Deliver training programs for End Users and IT Support Staff.
• Monitor, analyze, and report on service desk ticket trends to identify improvement opportunities.
• Apply technical expertise to guide and support the IT Support team in troubleshooting and best practices.
• Provide ongoing coaching, mentoring, and detailed technical training to support staff.
• Collaborate with stakeholders to improve support processes and service delivery standards.
• Monitor, track, and manage IT assets and resources for accountability and compliance.
• Support continuous improvement by identifying gaps in processes and knowledge.

Skills

Business Analysis

Stakeholder Communication

Technical Troubleshooting

Process Documentation

Mentoring

Education

Bachelor's degree in CS/IS/Business

Associate degree with 2 years experience

High school diploma with 4 years experience

Tools

ServiceNow

Job description

American Electric Power seeks a seasoned Business Analyst to work in Waterfall or Agile teams, delivering technology solutions that meet AEP’s standards. You will independently perform mid-to-senior level analysis for medium to large initiatives and collaborate with Technology and business partners to ensure value and quality.

The role emphasizes creating documentation, training End Users and IT staff, analyzing service desk trends, guiding IT Support, coaching staff, and driving process