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

• Participates in scope analysis and detailed solution design for projects impacting catalog forms and digital support processes.
• Analyzes efficiency, speed, and quality within catalog design workflows and recommends improvements to maximize adoption and automation outcomes.
• Partners with platform teams and the Principal BSA to ensure all forms are intuitive, bot-ready, and aligned with T-Mobile’s automation strategy.

Project Engagement

• Works closely with business stakeholders, AI channel owners, and IT partners to prioritize catalog form enhancements that drive employee adoption and reduce call volume.
• Maintains and communicates project risks, dependencies, and status updates to project managers and leadership.
• Facilitates alignment between catalog design efforts and enterprise service and automation objectives.

Solution Planning

• Contributes to business capability and technology roadmaps, ensuring catalog form strategy supports T-Mobile’s digital-first vision.
• Educates stakeholders on requirements documentation best practices and guides translation into simplified, employee-friendly solutions.
• Drives investigation and adoption of emerging ServiceNow and automation capabilities to evolve catalog form design.

Education and Work Experience:

• Bachelor's Degree in Computer Science or a related field. In lieu of degree, equivalent industry experience may be considered. (Required)
• 2-4 years Related work experience. Required

Knowledge, Skills and Abilities:

• 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)