Tech Business Analyst Sr

American Electric Power; Columbus (OH); On-site; USD 88,000 - 110,000; Full time

Benefits offered by this job

Base salary

Annual bonus

Long-term incentive

401(k) match

AEP Pension

Comprehensive benefits

Job summary

American Electric Power (AEP) is seeking a skilled Business Analyst to join our IT/Technology teams, delivering value through waterfall or agile methodologies and collaborating with technology and business partners.

You will independently perform intermediate to advanced analysis on medium to large projects, develop documentation, train end users, monitor service desk trends, and ensure alignment with AEP standards.

Qualifications

• Minimum 5 years of Business Analyst experience.
• Experience with ServiceNow.
• Experience in IT support and technical training.
• Strong technical troubleshooting and problem solving.
• Experience creating process documentation, workflow diagrams, and training materials.
• Strong technical writing skills.
• Experience analyzing support metrics and operational reports.
• Excellent communication, presentation, and mentoring skills.
• Strong organizational skills with multiple priorities.
• Experience with IT asset management and inventory tracking preferred.

Responsibilities

• Develop and maintain clear, accurate documentation, processes, and training materials.
• Deliver training programs for End Users and IT Support Staff.
• Monitor and report on service desk ticket trends to identify improvements.
• Apply technical expertise to guide the IT Support team.
• Assess staff performance and training needs.
• Provide coaching and detailed technical training to support staff.
• Collaborate with stakeholders to improve support processes and service delivery.
• Monitor and manage IT assets to ensure accountability and readiness.
• Support continuous improvement initiatives by identifying gaps.

Skills

Business Analysis

ServiceNow

IT Support

Technical Troubleshooting

Technical Writing

Training & Mentoring

Process Documentation

Data Analysis

Stakeholder Communication

Asset Management

Education

Bachelor's degree

Associate degree + 2 years experience

High school diploma/GED + 4 years experience

Job description

Job Posting End Date: 10-19-2026

Please 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:

Key Responsibilities

Essential Job Functions & Tasks

• 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 - $109,543.00

The 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.

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.