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About the role
- Technical Analyst managing digital-first knowledge support for T-Mobile through content curation and AI optimization. Collaborating across teams to enhance self-service and troubleshooting functionalities.
Responsibilities
- Curates, writes, and maintains high-quality knowledge articles that empower employees to self-serve and enable fix agents with advanced troubleshooting
- Designs content specifically for AI chatbot ingestion, ensuring accuracy, usability, and findability in digital-first support channels
- Continuously identifies and addresses knowledge gaps, refining content for timeliness, clarity, and adoption across the enterprise
- Translates customer journeys, epics, and business user stories into actionable knowledge artifacts and technical documentation
- Analyzes support data and feedback to design scalable, searchable knowledge solutions that reduce escalations and accelerate resolution times
- Partners with product, automation, and support teams to embed knowledge management into digital support workflows
- Establishes and enforces enterprise knowledge standards, ensuring consistency and alignment across ServiceNow and digital support channels
- Collaborates on knowledge management roadmaps, contributing to the evolution of T-Mobile’s digital-first support strategy
- Educates stakeholders on best practices for structuring, maintaining, and consuming knowledge to maximize value across platforms
- Partners with business and IT teams to prioritize knowledge needs in alignment with service, automation, and AI objectives
- Communicates project risks, dependencies, and status updates to leadership and key stakeholders
- Champions adoption of knowledge-first and automation-first practices, helping drive cultural and operational shifts toward digital support
Requirements
- Bachelor's Degree in Computer Science or a related field
- In lieu of degree, equivalent industry experience may be considered
- 2-4 years of related work experience
- Proficient in modern software development, integration and delivery practices using DevOps and Agile methodologies
- Hands-on experience with micro-service based service architectures, their components and supportive database technologies
- Experience with enterprise knowledge management platforms (ServiceNow Knowledge, or equivalent)
- Strong content writing, editing, and curation skills
- Familiarity with conversational AI, chatbots, or digital self-service strategies
- Ability to design and implement knowledge governance and content lifecycle processes
- Experience structuring content for use in chatbots, search, and self-service portals
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Flexible spending account
- 401(k)
- Employee stock grants
- Employee stock purchase plan
- Paid time off
- 12 paid holidays 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
- Voluntary long-term care insurance
- Mobile service & home internet discounts
- Pet insurance
- Access to commuter and transit programs
Job title
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