Tech Business Analyst Sr

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

**Job Posting End Date**10-19-2026Please note the job posting will close on the day before the posting end date.**Job Summary**Working within Waterfall or Agile frameworks, a Business Analyst will work with a variety of disciplined focused team members all working toward a common goal of delivering value with quality and scale. Responsible for collaborating with other Job Families such within Technology and across our business partners to deliver consistent, reliable technology solutions that leverage AEP's technology standards, architectures and best practices. Independently performs intermediate to advanced business and project analysis for medium to large projects.**Job Description****What you'll do:****Essential Job Functions & Tasks****Key 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.**Qualification*** Minimum of 5 years of Business Analyst experience.* Experience and efficient working 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.**Preferred Skills*** Knowledge of ITIL principles and service management best practices.* Experience with service desk and Support platforms and reporting tools.* Ability to lead process improvement and knowledge management initiatives.* Strong analytical and data-driven decision-making skills.**What We're Looking For:**Education requirements are listed below:* Bachelor's degree in computer science, information systems, business or related field of study; Or associate's degree in computer science or related field of study with 2 years of relevant work experience; Or High school diploma/GED with 4 years of relevant work experience.Work Experience requirement listed below:* In addition to any experience required above, 5 years of relevant work experience is required.**What You'll Get:*** Base salary* Annual bonus* Long-term incentive* 401(k) match* AEP Pension* Comprehensive benefits package designed to support and enhance the overall well-being of employees.At AEP, we're more than just an energy company - we're a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions. Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding, and continuously improving the way we serve our communities. If you're passionate about making a meaningful impact and being part of a forward-thinking organization, this is the company for you!**Compensation Data****Compensation Grade:**SP20-007**Compensation Range:**$87,633.00 - $109,543.00The Physical Demand Level for this job is: S - Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently. (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.**Hear about it first!** Get job alerts by email. Log in to your Candidate Home Account today! If you don't have an account, you can create one.It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to provide Equal Employment Opportunity in all respects of the employer-employee relationship including recruiting, hiring, upgrading and promotion, conditions and privileges of employment, company sponsored training programs, educational assistance, social and recreational programs, compensation, benefits, transfers, discipline, layoffs and termination of employment to all employees and applicants without discrimination because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran or military status, disability, genetic information, or any other basis prohibited by applicable law. When required by law, we might record certain information or applicants for employment may be invited to voluntarily disclose protected characteristics.### Innovating for Tomorrow