Principal Analyst, Business Systems (ServiceNow & AI Support Bot Strategy)

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Job Overview

The Principal Business Systems Analyst will be the driving force behind T-Mobile’s next-generation employee support experience. By owning and designing the digital journey across ServiceNow, AI-powered chatbots, Live Agent support, and other digital channels, this role ensures employees get the help they need seamlessly—whether through self-service, automation, or personal support. With a focus on user empathy and experience design, the Principal Analyst will turn employee feedback and pain points into impactful improvements that reduce friction, increase adoption of digital-first channels, and deliver meaningful business results.

Beyond shaping experiences, this role will establish enterprise-wide standards for knowledge, catalogs, and workflows while aligning ServiceNow platform evolution with T-Mobile’s AI strategy. By accelerating automation delivery, reducing reliance on phone support, and enabling smarter, scalable support solutions, the Principal Analyst will play a critical role in transforming the way employees engage with technology. Ultimately, this work will ensure every interaction is effortless and empowering, while advancing our digital-first service strategy and driving measurable cost savings.

This position is responsible for gathering, analyzing, and creating comprehensive work products documenting user stories, including validation and traceability, for existing and new applications supporting various business channels. This position understands how organizations function to accomplish their purpose and defines capabilities an organization requires to provide a service or meet their goals. This position facilitates communication between organizational units to align the needs of business units in order to create requirement work products for solution providers. This role plans, directs and completes the analysis of business problems to be solved or product/services to be developed for delivery. This role provides technical assistance in identifying, evaluating and developing systems and procedures that are cost effective and meet user requirements. This role assesses system impacts, provides gap and process analysis as well as cost/benefit analysis for system or product/service-related initiatives.

Job Responsibilities:

Business & Technical Leadership

• Owns the design and evolution of digital support channels to deliver a seamless, digital-first technology support experience.
• Leads enhancement strategy and prioritization for ServiceNow in alignment with AI and automation goals, maximizing adoption and measurable cost savings.
• Defines and enforces enterprise catalog and knowledge standards to ensure intuitive and consistent omnichannel experiences.
• Provides input for other analysts. Strong understanding of all business channels.

Standards & Roadmaps

• Partners with business and technology leaders to shape digital support roadmaps, aligning with T-
• Mobile’s AI and automation strategy.
• Reviews and influences large-scale business and technical decisions, ensuring they support long-term scalability, user adoption, and cost efficiency.

Leadership & Guidance

• Serves as a trusted advisor to both business and IT stakeholders, guiding best practices for digital-first support delivery.
• Provides business and technical leadership, solving complex problems and making recommendations that have broad business impact.

Mentorship & Process Improvement

• Mentors' analysts and team members, fostering skills growth and building a culture of continuous improvement.
• Champions automation-first process design to reduce Tier 1 escalations, drive volume to digital self-serve channels, and improve employee self-service outcomes.

Strategic Facilitation

• Translates employee feedback and support data into actionable insights, driving iterative improvements to digital support channels.
• Leads process improvement initiatives across the support ecosystem to streamline delivery and accelerate time-to-value.

Education and Work Experience:

• Bachelor's Degree Quantitative discipline (Required)
• More than 10 years' Systems analysis experience with understanding strategic business information systems. Required
• Experience with SharePoint. Preferred

Knowledge, Skills and Abilities:

• Leadership of value stream mapping. (Preferred)
• UML Database mapping, Cloud computing. (Preferred)
• ServiceNow (Preferred)
• Product Management & Road Mapping - ability to set vision, build roadmaps, and align stakeholders on digital support strategy (Preferred)
• Standards & Governance Leadership - Ability to define and enforce enterprise-wide policies (Required)
• Business Systems Analysis - Deep experience gathering requirements, creating user stories, and aligning technical solutions to business needs (Required)
• ITSM Expertise - Deep knowledge of IT Service Management processes and digital automation strategies.
• AI & Omnichannel Support - Familiarity with digital assistants, chatbots, and integration across support channels (Preferred)
• Executive Communication - Skilled at presenting automation outcomes and strategy to Senior Leadership (Required)
• Strategic Automation Leadership - Proven success in leading automation and digital-first transformation initiatives (Required)
• User-Centered Design (UCD) Experience - Applies UCD principles to ensure ServiceNow enhancements and digital support experiences are intuitive, accessible, and drive adoption (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)

Licenses and Certifications:

• ITIL Foundation or advanced ITSM certifications (Preferred)
• ServiceNow System Administrator or Implementation Specialist certifications (Preferred)
• Knowledge-Centered Service (KCS) certification (Preferred)
• At least 18 years of age
• Legally authorized to work in the United States

Travel:

Travel Required (Yes/No): No

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: $96,200 - $173,600

Corporate Bonus Target: 20%

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, copy and paste this link into your browser: https://paylookup.t-mobile.com/paylookup?reqID=REQ331540

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.