Listing evidence and provenance
- Source
- Workday View original listing
- Freshness
- Open in the current public read path; this is not an employer guarantee.Last observed October 9, 2026
- Classification
- Modern power-system classification not yet published for this listing.Legacy source industry field: Utilities
- Pay provenance
- Employer-provided pay
Job Description
10-19-2026
Key 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.
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.
- 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.
- 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.
Benefits & Perks
- 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.
- At AEP, we’re more than just an energy company — we’re a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions. Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding, and continuously improving the way we serve our communities. If you're passionate about making a meaningful impact and being part of a forward-thinking organization, this is the company for you!
Ready to Apply?
Apply directly on AEP's site
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