Principal Analyst, Business Systems – ServiceNow, AI Support Bot Strategy
T-Mobile
CloudITSMOracleServiceNow
Technical Analyst, ServiceNow Catalog Development
T-Mobile
full-time
Posted on:
Location Type: Office
Location: Bellevue • Kansas, Texas, Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $69,000 - $124,500 per year
Job Level
JuniorMid-Level
Tech Stack
ITSMServiceNow
About the role
- Designing and building ServiceNow catalog forms that transform the way employees access technology support.
- Delivering complex, intuitive forms that simplify self-service and are optimized for use within T-Mobile’s Tier 1 AI chatbot channel.
- Ensuring every form is easy to use, scalable, and seamlessly integrated into the broader digital support ecosystem.
- Defining and enforcing enterprise catalog standards that guarantee consistency and quality across all forms.
- Driving self-service adoption, reducing Service Desk reliance, and accelerating T-Mobile’s shift toward a seamless, digital-first support strategy.
- Using DevOps practices and tools to analyze and deliver predictable and repeatable solution design artifacts.
Requirements
- Bachelor's Degree in Computer Science or a related field.
- 2-4 years Related work experience.
- 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)
Benefits
- medical, dental and vision insurance
- flexible spending account
- 401(k)
- employee stock grants
- employee stock purchase plan
- paid time off and up to 12 paid holidays
- 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
- voluntary long-term care insurance
- mobile service & home internet discounts
- pet insurance
- access to commuter and transit programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
ServiceNow Catalog DevelopmentWorkflow DesignITSM ExpertiseAI & Omnichannel SupportSoftware DevelopmentAgileArchitectureDevOpsSCRUMIntegration
Soft skills
designingbuildingdeliveringensuringdefiningdriving