Job Posting End Date
12-24-2024Please 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 advanced business and project analysis for the most complex and largest projects.Job Description
Essential Job Functions:
Responsibilities include the following for large projects and/or enterprise programs:
Responsible for leading and facilitating major incidents which impact technology/business operations.
Point of contact for all Major Incidents (MI) reported, be the First stage of escalation and will participate in all MI calls to lead the service restoration.
Document the MI calls and provide assistance to the various support teams, including the Problem process and Problem reviews.
Flexible to be On-call during non-business hours to handle major incidents when they occur.
Ensures the process is operating as designed and bringing the intended value to the organization.
Ensure MI process design aligns with ITIL framework and follows AEP business and industry methodologies while considering best practices.
Responsible to deliver artifacts that detail process design, procedures, workflow, and RACI diagrams related to MI.
Meet regularly with Technology/Business Managers to gather feedback and discuss performance.
Experience with continuous improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and improved through analysis of KPIs, CSFs, and metrics.
Provide reporting scorecards and dashboards and deliver data-backed recommendations for process improvements.
Manage, provide oversight and guidance of the end-to-end process for Major Incident management.
Creates and communicates capabilities and scope plans to all levels of business technical staff. Leads the Community of Practice for business analysis Coaches, mentors, and trains less experienced business analysts across the enterprise.
Provide an expert level of process redesign and support including using tools, responding to user questions, problem diagnosis, recognition and solutions for process improvements, research, troubleshooting, tracking and resolution. Research best practices to develop innovative solutions for complex process improvement efforts or business needs.
Responsible for business unit relationships and overseeing, managing and leveraging the entire life cycle of information technology investments in systems for multiple departments or a small business unit - from defining and targeting the investment mix, to planning the portfolio structure and packaging, to communicating the portfolio plan and define actionable items to achieve results.
Plays the key role in the strategic planning process for the IT organization, acting as a lead advisor to senior business leaders, the IT leadership council, and governance committee.
Works with and advises these individuals and groups on how enterprise priorities link to technology investments, and the risks and benefits of specific portfolio activities. Guides the IT organization and other stakeholders to develop, prioritize, and execute the information technology and business portfolio plan.
Minimum Requirements:
Tech Business Analyst Staff (SG9):
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, 10 years of relevant work experience is required.
Tech Business Analyst Lead (SG10):
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, 13 years of relevant work experience is required.
Preferred Requirements:
Experience:
Strong understanding and hands-on experience of ServiceNow functionality to include Major Incident module, On Call, Service Level Agreements (SLAs), Performance Analytics or equivalent reporting tools, experience with configuring and maintaining dashboards.
4+ Years’ experience in ITIL based organization driving major incidents.
4+ years ServiceNow support
1-2 years of business support experience,
Solid operational, helpdesk or support background involving level 1 and level 2 analysis and resolutions of problems
Has advanced understanding of MI and Incident ITIL processes, and all supporting processes and methodologies needed to guide an organization to successfully attain key metrics and overarching goals.
Progressive experience in managing enterprise-class continual IT process improvement initiatives for MI through analysis and creations of KPIs, SLAs and process audits.
In-depth knowledge and experience with most/all ITSM Service Delivery processes.
Extensive ServiceNow & Non-MI process knowledge and experience preferred
Licenses/Certifications:
ITIL Foundations V3/V4 Certified
ITIL4 Managing Professional or ITIL v3 Intermediate Service Operations (Preferred)
Compensation:
Tech Business Analyst Staff (SG9): $110,656.00-$143,853.50
Tech Business Analyst Lead (SG10): $129,963.00-$168,952.00
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Compensation Data
Compensation Grade:
SP20-009Compensation Range:
$110,656.00-143,853.50 USDCandidates 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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