Analyst, Technical (ServiceNow Catalog Development)

At T-Mobile we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant employee stock purchase plan 401(k) and access to free year-round money coaches. Thats how were UNSTOPPABLE for our employees!

Job Overview
The Technical Analyst will be responsible for designing and building ServiceNow catalog forms that transform the way employees access technology support. Leveraging advanced skills as a ServiceNow Certified Administrator this role will deliver complex intuitive forms that simplify self-service and are optimized for use within T-Mobiles Tier 1 AI chatbot channel. With an experience-first mindset the analyst will ensure every form is easy to use scalable and seamlessly integrated into the broader digital support ecosystem.

Working closely with the Principal BSA this role will also define and enforce enterprise catalog standards that guarantee consistency and quality across all forms no matter where they are created. By shaping bot-ready automation-enabled catalog experiences the Technical Analyst will directly drive self-service adoption reduce Service Desk reliance and accelerate T-Mobiles shift toward a seamless digital-first support strategy.

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

• Designs builds and optimizes complex ServiceNow catalog forms that simplify employee self-service and integrate seamlessly into AI chatbot channels.
• Translates business requests (Customer Journeys Epics User Stories) into technical user stories system diagrams and low-level design artifacts with an experience-first mindset.
• Develops and documents catalog form standards templates and specifications to ensure consistency and scalability across the enterprise.

Solutions Analysis and Design

• Participates in scope analysis and detailed solution design for projects impacting catalog forms and digital support processes.
• Analyzes efficiency speed and quality within catalog design workflows and recommends improvements to maximize adoption and automation outcomes.
• Partners with platform teams and the Principal BSA to ensure all forms are intuitive bot-ready and aligned with T-Mobiles automation strategy.

Project Engagement

• Works closely with business stakeholders AI channel owners and IT partners to prioritize catalog form enhancements that drive employee adoption and reduce call volume.
• Maintains and communicates project risks dependencies and status updates to project managers and leadership.
• Facilitates alignment between catalog design efforts and enterprise service and automation objectives.

Solution Planning

• Contributes to business capability and technology roadmaps ensuring catalog form strategy supports T-Mobiles digital-first vision.
• Educates stakeholders on requirements documentation best practices and guides translation into simplified employee-friendly solutions.
• Drives investigation and adoption of emerging ServiceNow and automation capabilities to evolve catalog form design.

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:

• ServiceNow Catalog Development - Hands on experience creating and customizing catalog items forms UI policies and workflow within ServiceNow (Required)
• Workflow Design - Experience designing self-service workflows and optimizing catalog usability for virtual agent or chatbot channels (Preferred)
• ITSM Expertise - Familiarity with enterprise IT Service Management processes and automation strategies (Preferred)
• AI & Omnichannel Support - familiarity with digital assistants chatbots and integration across support channels (Preferred)
• 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)
• DevOps (Required)
• SCRUM (Required)
• Integration (Required)

Licenses and Certifications:

• ServiceNow Certified Systems Administrator (CSA) - technical expertise to build and design catalog items in ServiceNow (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.

Never stop growing!
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.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process please let us know by emailing or calling 1-. Please note this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.