Analyst, Technical (Knowledge Mgmt & Digital Support)

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. That’s how we’re UNSTOPPABLE for our employees!

Job Overview

The Technical Analyst will be the knowledge management expert driving T-Mobile’s 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 find-supporting 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-Mobile’s 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

Project Engagement

Solution Planning

Education and Work Experience :

Knowledge, Skills and Abilities :

Licenses and Certifications :

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 : $69,000 - $124,500

Corporate Bonus Target : 10%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s 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 employee’s 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, click here .

At 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 don't 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-Mobile’s amazing benefits, check out www.t-mobilebenefits.com .

Never stop growing!

As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder-it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth-and we applaud it. You’re 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 ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500 . 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.