Tech Business Analyst Sr

AEP Service Corporation; United States; Sur place; USD 87 000 - 110 000; Plein temps

Avantages offerts par ce poste

Annual bonus

Long-term incentive

401(k) match

AEP Pension

Résumé du poste

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.

Responsabilités

• 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.

Formation

Bachelor’s degree in computer science, information systems, business or related field of study

Associate’s degree in computer science or related field with 2 years of relevant work experience

High school diploma/GED with 4 years of relevant work experience

Outils

ServiceNow

Description du poste

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.

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;
• 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.

Compensation Data

Compensation Grade: SP20-007 Compensation Range: $87,633.00 - $109,543.00

Physical Demand Level for this job

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.

We're looking for team members to help create the grid of the future.

At American Electric Power, we provide more than electricity to our millions of customers - we energize possibilities. We're redefining the future of energy by reducing our carbon footprint, empowering the communities we serve and building an engaged, talented workforce. All while delivering the reliable service our customers expect. Its an exciting time in the energy industry. Are you ready to be part of it? We're looking for team members to help create the grid of the future. Learn more about our commitment to creating a supportive, inclusive work culture that values different experiences.

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. At American Electric Power, we provide more than electricity to our millions of customers - we energize possibilities.