Analyst, Technical (Knowledge Mgmt & Digital Support)

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Job Overview
The Technical Analyst will be the knowledge management expert driving T-Mobiles digital-first support experience. This role will design and maintain high-quality knowledge articles that serve two critical audiences: employees seeking self-service answers and fix agents handling advanced troubleshooting. Beyond content creation the analyst will ensure knowledge is accurate current and easy to findsupporting faster resolutions and reducing the need for scalation.

Equally important this role will focus on optimizing content for agentic AI chatbot ingestion making the bot the natural first stop for employee support. With an understanding of how AI bots learn interpret and deliver knowledge the analyst will establish formatting standards and champion adoption of enterprise-wide knowledge practices. Through strong content curation and continuous improvement this role will enhance digital channel effectiveness expand self-service adoption and advance T-Mobiles commitment to seamless digital-first support.

The Technical Analyst uses DevOps practices and tools to analyze and deliver predictable and repeatable solution design artifacts that enable continuous solution delivery by domain DevOps and operations teams.

Job Responsibilities:

Technical Writing & Communications

• Curates writes and maintains high-quality knowledge articles that empower employees to self-serve and enable fix agents with advanced troubleshooting.
• Designs content specifically for AI chatbot ingestion ensuring accuracy usability and findability in digital-first support channels.
• Continuously identifies and addresses knowledge gaps refining content for timeliness clarity and adoption across the enterprise.

Solutions analysis and Design

• Translates customer journeys epics and business user stories into actionable knowledge artifacts and technical documentation.
• Analyzes support data and feedback to design scalable searchable knowledge solutions that reduce escalations and accelerate resolution times.
• Partners with product automation and support teams to embed knowledge management into digital support workflows.

Project Engagement

• Establishes and enforces enterprise knowledge standards ensuring consistency and alignment across ServiceNow and digital support channels.
• Collaborates on knowledge management roadmaps contributing to the evolution of T-Mobiles digital-first support strategy.
• Educates stakeholders on best practices for structuring maintaining and consuming knowledge to maximize value across platforms.

Solution Planning

• Partners with business and IT teams to prioritize knowledge needs in alignment with service automation and AI objectives.
• Communicates project risks dependencies and status updates to leadership and key stakeholders.
• Champions adoption of knowledge-first and automation-first practices helping drive cultural and operational shifts toward digital support.

Education and Work Experience:

• Bachelors Degree in Computer Science or a related lieu of degree equivalent industry experience may be considered. (Required)
• 2-4 years Related work experience. Required

Knowledge Skills and Abilities:

• Software Development - Proficient in modern software development integration and delivery practices using DevOps and Agile methodologies (Required)
• Agile (Required)
• Architecture Hands on experience with micro-service based service architectures their components and supportive database technologies (Required)
• Knowledge Management Platforms - Experience with enterprise knowledge management platforms (ServiceNow Knowledge or equivalent).
• Content Writing & Editing - Strong content writing editing and curation skills with a focus on usability and digital channel optimization.
• AI & Omnichannel Support - Familiarity with conversational AI chatbots or digital self-service strategies.
• Knowledge Lifecycle Management - Ability to design and implement knowledge governance and content lifecycle processes.
• Digital Channel Optimization - Experience structuring content for use in chatbots search and self-service portals.
• DevOps (Required)
• SCRUM (Required)
• Integration (Required)

Licenses and Certifications:

• ITIL Foundation (Preferred)
• Knowledge-Centered Service (KCS) Certification (Preferred)
• ServiceNow Knowledge Management Certificate or equivalent (Preferred)

• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No): Yes

DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No

There is a URL below that you can use to find the compensation range for this role in the specific location(s) that we will consider for this role as posted.

Base Pay Range: $69000 - $124500

Corporate Bonus Target: 10%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidates actual pay will be based on various factors such as work location qualifications and experience so the actual starting pay will vary within this range.

At T-Mobile employees in regular non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employees eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location T-Mobile our benefits exemplify the spirit of One Team Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases offering medical dental and vision insurance a flexible spending account 401(k) employee stock grants employee stock purchase plan paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave family building benefits back-up care enhanced family support childcare subsidy tuition assistance college coaching short- and long-term disability voluntary AD&D coverage voluntary accident coverage voluntary life insurance voluntary disability insurance and voluntary long-term care insurance. We dont stop there - eligible employees can also receive mobile service & home internet discounts pet insurance and access to commuter and transit programs! To learn about T-Mobiles amazing benefits check out.

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As part of the T-Mobile team you know the Un-carrier doesnt have a corporate ladderits more like a jungle gym of possibilities! We love helping our employees grow in their careers because its that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity youre living our values while investing in your career growthand we applaud it. Youre unstoppable!

T-Mobile USA Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age race ethnicity color religion creed sex sexual orientation gender identity or expression national origin religious affiliation marital status citizenship status veteran status the presence of any physical or mental disability or any other status or characteristic protected by federal state or local law. Discrimination retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

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