Functional System Analyst Sr

American Electric Power•Columbus, OH

5d•$87,633 - $109,543•Onsite

About The Position

Want to be part of a remarkable team that’s passionate about process improvement and system support? Are you able to learn new things quickly and want to learn new things every day? Do you like to use your strong analytical skills to troubleshoot issues? We have the team for you! The Customer Processes & Systems team is a centralized group that manages the business support required for the development, enhancement, maintenance and operation of MACSS/OPS/CCS, AEP’s Customer Information Systems. We are looking for a motivated individual with a high degree of initiative, individual judgment, independence, flexibility, and decision-making skills. This position also requires strong communication, presentation, and collaboration skills.

Requirements

Demonstrated knowledge of emerging Artificial Intelligence (AI) and Generative AI technologies and their practical application in business process improvement, customer operations, and system analysis.
Experience using AI-powered tools to support requirements gathering, documentation development, process analysis, testing, or operational efficiency improvements.
Expert knowledge of Microsoft Excel
Strong understanding of utility billing, rates, tariffs, interval metering, and large commercial/industrial customer operations.
Demonstrates good listening skills and a sincere understanding of client business needs.
Relates on a personal level; positive, friendly and engaging.
Outgoing and comfortable in diverse groups.
Uses Communications Technology (voicemail, e-mail, Internet) effectively balancing with appropriate face to face communications.
Able to read reactions of an audience and adjust delivery style to fit the audience.
8 years of experience in IT systems support with High School Diploma or GED
6 years of experience in IT systems support with Associates Degree in business or IT
4 years of experience in IT systems support with Bachelor's Degree in business or IT

Nice To Haves

Knowledge of AEP Rates and Tariffs is desired
Familiarity with other CIS functional areas is a plus!

Responsibilities

Provide cross-functional support for the Billing functions of MACSS/CCS/GWAI, while also building strong business relationships with operating company representatives.
Provide business justification, business requirements definition, system user acceptance testing, implementation, and ongoing support of the MACSS application system functionality used at AEP.
Use knowledge of Customer Services business processes and system capabilities to ensure Business Unit satisfaction with system functionality, related business processes, system support, and product enhancements.
Define, manage, and deliver functional system enhancements with a distributed, cross-functional team of Business Unit and IT partners.
Lead onboarding and implementation activities for large load customers including industrial, transmission-connected, and other complex billing accounts.
Analyze customer contracts, tariffs, billing requirements, and service agreements to determine CIS configuration needs.
Work to resolve outstanding system issues by applying knowledge of system functionality and business processes.
Interact effectively with Business Unit and IT to provide input to change requests and to ensure the completeness of enhancement requirements and process considerations.
Convey complex information in simple terms, utilizing relevant and meaningful language.
Clearly and concisely express technical or non-technical ideas in group presentations.
Participate in process improvement activities where process review and changes to existing CIS system functions are needed.
Manage time efficiently to accommodate multiple complex assignments.
Plan ahead and organize work to maximize efficiency of self and team.
Actively listen to understand others’ viewpoints and needs.
Communicate information in an open, straightforward style.
Use oral and written communication in a clear, organized and timely manner.
Obtain and share information related to current issues that may influence departmental and/or corporate operations.
Establish clear, practical goals and milestones that contribute to own performance and to corporate goals.
Organize own work well.
Demonstrate an understanding of the link between own job responsibilities and overall organizational goals.
Perform the job with broader goals in mind and help to break down barriers to getting work done.
Establish and build trust with others and work collaboratively across functions, levels and departments towards shared business objectives.
Value the differences and similarities among people and promote cooperation and shared responsibility.
Hold self and others to highest ethical standards.
Understand the business environment in which we operate and how to contribute to it.
Be knowledgeable of key functions and industry trends relative to own job.