Tech Business Analyst Prin

American Electric Power • Columbus, OH

1d

About The Position

The Tech Business Analyst Principal plays a key strategic and analytical role within the Customer Communications Technology team. Operating within both Waterfall and Agile frameworks, this position collaborates across Technology, business partners, product owners, and project teams to deliver consistent, reliable, and scalable technology solutions. The role independently performs advanced business analysis for complex initiatives, translating business needs into actionable requirements and supporting strategic technology investments. This individual will work closely with engineering and product teams to support high-impact systems including customer alerting platforms, corporate web experiences, and the custom call center agent desktop application.
About the Team This position supports the team responsible for critical customer communications and engagement technologies, including: Customer Alerting Systems: Outage notifications, billing alerts, and event-driven communications. Corporate Web Properties: Design, build, enhancements, and support for multiple enterprise web sites. Call Center Technologies: Support and development for the custom-built call center agent desktop platform used by internal customer service teams, and critical IVR technology projects, including the implementation, integration, and optimization of the enterprise IVR system.

Requirements

• Bachelor’s degree in computer science, Information Systems, Business, or related field; OR associate’s degree + 2 years relevant experience; OR High school diploma/GED + 4 years relevant experience.
• At least 7 years of relevant business analysis or project analysis experience.
• A strategic, detail-oriented Business Analyst who can lead complex initiatives, collaborate deeply with engineering and product teams, and influence technology direction across alerting systems, digital platforms, and call center operations.

Nice To Haves

• Domain Experience (preferred but not required): Customer communications / alerting platforms Corporate websites or digital experience systems Call center or customer service technologies
• Technical & Analytical Skills: Ability to perform SQL queries Understanding of integration patterns, APIs, and data flows Experience with Agile ceremonies and user story development Familiarity with conceptual, logical, and physical modeling

Responsibilities

• Organize and lead analysis efforts to understand stakeholder business needs, define scope, and develop business cases.
• Apply advanced business analysis techniques including use case modeling, process mapping, workflow analysis, and data modeling.
• Lead requirements elicitation activities; produce comprehensive documentation.
• Collaborate with product owners, engineering teams, and business partners to translate requirements into conceptual, logical, and physical models.
• Demonstrate technical aptitude including querying data and understanding relational databases.
• Provide feedback on system and data designs.
• Drive process improvement initiatives across alerting, web platforms, and agent desktop systems.
• Mentor and guide other Business Analysts.
• Support financial aspects of technology portfolio planning.
• Build and maintain strong business relationships, act as a trusted advisor.
• Contribute to IT portfolio management activities.
• Identify opportunities to reduce cost, increase value, and improve strategic positioning.

Benefits

• In addition to a competitive compensation, AEP offers a unique comprehensive benefits package that aims to support and enhance the overall well-being of our employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal