Technical Analyst, ServiceNow Catalog Development
T-Mobile
ITSMServiceNow
Principal Analyst, Business Systems – ServiceNow, AI Support Bot Strategy
T-Mobile
full-time
Posted on:
Location Type: Office
Location: Bellevue • Kansas, Texas, Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $96,200 - $173,600 per year
Job Level
Lead
Tech Stack
CloudITSMOracleServiceNow
About the role
- Owns the design and evolution of digital support channels
- Leads enhancement strategy and prioritization for ServiceNow in alignment with AI and automation goals
- Defines and enforces enterprise catalog and knowledge standards
- Partners with business and technology leaders to shape digital support roadmaps
- Reviews and influences large-scale business and technical decisions
- Serves as a trusted advisor to both business and IT stakeholders
- Provides business and technical leadership
- Mentors analysts and team members
- Translates employee feedback and support data into actionable insights
- Leads process improvement initiatives across the support ecosystem
Requirements
- Bachelor's Degree in a Quantitative discipline
- More than 10 years' Systems analysis experience with understanding strategic business information systems
- Experience with SharePoint
- Leadership of value stream mapping (Preferred)
- UML Database mapping (Preferred)
- Cloud computing (Preferred)
- ServiceNow (Preferred)
- Product Management & Road Mapping (Preferred)
- Standards & Governance Leadership (Required)
- Business Systems Analysis (Required)
- ITSM Expertise (Required)
- AI & Omnichannel Support (Preferred)
- Executive Communication (Required)
- Strategic Automation Leadership (Required)
- User-Centered Design (UCD) Experience (Required)
- Microsoft Office (Required)
- Microsoft Visio (Required)
- Communication (Required)
- Business Systems Analysis (Required)
- Technical Writing (Required)
- Business Systems Consulting (Required)
- Microsoft SharePoint (Preferred)
- Oracle (Preferred)
Benefits
- Medical, dental, and vision insurance
- Flexible spending account
- 401(k)
- Employee stock grants
- Employee stock purchase plan
- Paid time off
- 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
Systems analysisBusiness Systems AnalysisITSMCloud computingUML Database mappingServiceNowProduct ManagementRoad MappingUser-Centered DesignTechnical Writing
Soft skills
LeadershipExecutive CommunicationCommunicationMentoringBusiness and technical leadershipTrusted advisorProcess improvementStrategic Automation LeadershipInfluencing decisionsTranslating feedback into insights