Tech Business Analyst Sr

American Electric Power • Columbus, OH

7d • $87,633 - $109,543 • Onsite

About The Position

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.

Requirements

• 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.
• 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.
• In addition to any experience required above, 5 years of relevant work experience is required.

Nice To Haves

• Experience with IT asset management and inventory tracking is preferred.
• 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.

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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED