Analyst, Technical (ServiceNow Catalog Development)

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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-Mobile’s 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-Mobile’s 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

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.