Analyst, Technical (Knowledge Mgmt & Digital Support)

Overview

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!

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 escalation.

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

Compensation Note

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 actual starting pay will vary based on location, qualifications, and experience.

At T-Mobile, employees in regular, non-temporary roles are eligible for bonuses based on role and performance. To find the pay range for this role based on hiring location, pay lookup is available at the company site.

Benefits

At T-Mobile, our benefits exemplify the spirit of One Team, Together. Full-time and part-time employees have access to medical, dental, vision, flexible spending accounts, 401(k), employee stock grants and purchase plan, paid time off, paid holidays, parental and family leave, family-building benefits, backup care, childcare support, tuition assistance, disability and life insurance options, and more. Eligible employees may also receive mobile service and home internet discounts, pet insurance, and commuter programs. For details, see the benefits information for your location.

EEO Statement

T-Mobile USA, Inc. is an Equal Opportunity Employer. Decisions concerning employment are made without regard to age, race, ethnicity, color, religion, sex, sexual orientation, gender identity or expression, national origin, marital status, citizenship status, veteran status, disability, or any other status protected by law. Discrimination, retaliation or harassment based on any protected characteristic is not tolerated.

Accommodation

If you are an individual with a disability and need reasonable accommodation during the application or interview process, please email ApplicantAccommodation@t-mobile.com or call 1-844-873-9500. This contact is for accommodation requests only and not for job applications.

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