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.

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Education and Work Experience:

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