Technology Business Analyst Senior - Principal (Service Desk)

Columbus, OH, United States

Job Posting End Date

04-06-2024

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

Essential Job Functions:

Responsibilities include the following for medium or large projects or initiatives:

Acts as a point of escalation for service desk technicians and informing appropriate leadership.

Responsible for researching, analyzing and documenting trends in incidents and call volumes.

Responsible for developing and training onshore and offshore technicians on standard Service Desk support processes and procedures.

Represents Service Desk interests in Technology and Business projects as new technology is introduced.

Responsible for maintaining 3rd party relationships.

Able to understand stakeholder needs and participate in the formation of business case and project scope.

Demonstrates breadth and depth of business analysis techniques and tools for use case modeling, data modeling, and process mapping. Learns new domain by collaborating with business and technical teams Demonstrates facilitation and process improvement skills.

Creates analysis work plans and estimates of analysis activities Conducts workshops for requirements elicitation, creates documentation, establishes business capabilities, and ensures asset organization and refinement. Proves technical aptitude utilizing querying tools and understanding relational databases.

Applies technology solutions by translating business requirements into conceptual, logical, and physical data models, and system configuration. Participate in process redesign and support including using tools, responding to user questions, problem diagnosis, recognition and solutions for process improvements, research, troubleshooting, tracking and resolution.

Monitors expenditures to meet organizational objectives and compliance.

Monitors and manage assets and resources from a financial perspective.

Responsible for business unit relationships and overseeing, managing and leveraging the entire life cycle of information technology investments in systems for a department - from defining and targeting the investment mix, to planning the portfolio structure and packaging, to communicating the portfolio plan and measuring results.

Plays a key role in the strategic planning process for the IT organization, acting as an advisor to IT and business leaders.

Understands how enterprise priorities link to technology investments, and the risks and benefits of specific portfolio activities. Works with the IT organization and other stakeholders to develop, prioritize, and execute the information technology and business portfolio plan.

Analyzes portfolio performance and recommends changes in investment mix to achieve goals. Identifies opportunities for optimizing information technology portfolio performance to lower cost of ownership and provide a competitive advantage to the business.

May provide training and mentoring, as well as work direction, to others on the team.

Minimum Requirements:

Tech Business Analyst Sr:

Education: 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.

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

Tech Business Analyst Prin:

Education: 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.

Experience: In addition to any experience required above, 7 years of relevant work experience is required.

Preferred Requirements:

Strong knowledge of ServiceNow modules including incident, request, knowledge base and other ITIL processes

Strong ServiceNow reporting skills

Strong written and verbal communications skills, with the ability to establish good working relationships across business and technical teams.

Compensation:

Tech Bus Analyst Sr(SG7): $83,413-$104,268

Tech Business Analyst Prin (SG8): $94,225- $122,491

Compensation Data

Compensation Grade:

SP20-007

Compensation Range:

$83,413.00-104,267.50 USD

Candidates will be considered based on their qualifications and the candidate’s ability to work from an approved work location. Although the location is flexible, AEP does not have a presence in all states and localities. The following locations are NOT currently approved for this position: AK, CA, CO, CT, DE, HI, IA, ID, KS, MA, ME, MS, MT, ND, NH, NJ, NM, NV, NY, OR, RI, SD, UT, VT, WY, US Territories or international work locations. AEP will consider qualified candidates who are willing to relocate to an approved work location, at the candidate’s expense, provided the relocation can be completed within a timeframe that meets AEP’s staffing needs. NOTE: All remote work locations require vetting and final approval prior to offer and/or start date. Any work locations listed as preferred or unapproved relate specifically to the requirements for this position and are not necessarily applicable to other posted positions.

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It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to provide Equal Employment Opportunity in all aspects 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, age, national origin, ethnicity, ancestry, veteran or military status, disability, genetic information, sexual orientation, gender identity, or any other basis prohibited by applicable law. When required by law, we must record certain information to be made part of an Affirmative Action Plan. Applicants for employment may also be invited to participate in the Affirmative Action Program by self-identifying their Race or Ethnic Identity.

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