Principal Analyst, Business Systems - ServiceNow & AI Support Bot Strategy

T-Mobile • Bellevue, WA

3d

About The Position

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.

Requirements

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

Nice To Haves

• 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)
• 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)
• Microsoft SharePoint (Preferred)
• Oracle (Preferred)
• ITIL Foundation or advanced ITSM certifications (Preferred)
• ServiceNow System Administrator or Implementation Specialist certifications (Preferred)
• Knowledge-Centered Service (KCS) certification (Preferred)

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

Benefits

• 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.
• 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.
• 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.
• eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees