RQ07750 - Sr Service Designer
RQ07750 - Sr Service Designer
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Job Description
Description
The project team requires the skillset of an experienced Service Designer to support the completion of the Discovery and Alpha Service Design project phases.
The activities and artifacts of these two phases are a requirement of the Ontario Digital Service Standard and will be assessed accordingly.
Service Designer Job Description:
The Service Designer is responsible for leading and coordinating multidisciplinary service design projects aimed at mapping current state from a usercentered perspective and identifying opportunities for reengineering service strategies processes methods and practices. They will lead research and development of service design models and assess opportunities based on usercentered design to recommend costeffective solutions supporting OPS business needs.
Responsibilities:
Lead and coordinate concurrent service design projects to identify the current state and propose opportunities for service improvement in integrated service delivery solutions business processes and methods.
Act as the primary service design consultant within multidisciplinary project teams defining the project approach and leading key service design activities.
Plan lead and coordinate the design development prototype testing and implementation of new solutions for service delivery.
Review service design aspects postimplementation to assess performance of new processes and practices and facilitate continuous improvement.
Respond to emerging business and policy issues and client requirements by developing and recommending innovative integrated/digital service delivery strategies and solutions.
Lead the design development and deployment of tools methods processes and standards to ensure the integrity and validity of the service design function and outcomes.
Research and analyze the integrated service requirements of government partner ministries and customers taking into account a usercentered perspective.
Develop and recommend strategies to meet integrated service delivery objectives and ensure documentation of business processes methods practices and associated tools is current and complete.
Facilitate change management with service providers and client ministries to add new products and services across all service delivery channels.
Participate in business planning activities including the development of Management Board submissions and coordinate service design engagement processes.
Provide service design expertise to service owners managers clients and users including making presentations and recommendations to relevant senior executive
Participate in project and advisory committees to provide service design advice and expertise reports and recommendations and to coordinate testing implementation and postimplementation review planning.
Research trends developments and best practices in service design to ensure projects reflect optimal processes practices methods tools and performance indicators.
Lead develop and participate in knowledgesharing initiatives to raise awareness and acceptance of service improvements benefits and understanding of potential risks incurred by inconsistencies.
Deliverables to be provided by the Vendor include the following:
Reviewed & Enhanced User Journey
Reviewed & Enhanced User Persona Mapping
Reviewed & Enhanced User Stories
User Reviewed Prototypes
Including Usability Testing and Analysis
SkillsExperience and Skill Set Requirements
Skills and Knowledge
- More than 7 years of experience with solution functional design
- Experience with the Microsoft MS Dynamics 365 CRM OR Salesforce CRM
- Knowledge of and Experience with Accessibility for Ontarians with Disabilities Act (AODA) compliance guidelines.
- Experience with Service design principles techniques methodologies.
- Experience with FIGMA Prototyping
- Experience with User Experience & User Interface Design
- Experience with Content strategy inclusive writing and usercentered design.
- Experience with Government policies standards and legislation relating to digital service delivery.
- Experience with SEO journey mapping user stories information architecture content auditing and evaluation wireframing prototyping persona development user research and content testing.
- Experience with accessibility standards (AODA / WCAG 2.0 AA) including Mobile Devices
- Experience with Agile product development tools and techniques.
- Experience with GIS Solutions
- Strong ability to work under pressure work with aggressive timelines and be adaptive to change.
- Proven analytical skills and systematic problem solving
- Superior verbal and written communication skills.
- Excellent interpersonal relations and demonstrated ability to work with others effectively in teams
- Ability to develop and present new ideas and conceptualize new approaches and solutions.
- Excellent interpersonal relations and demonstrated ability to work with others effectively in teams.
- Demonstrated ability to work with functional and technical teams.
- Demonstrated experience with facilitating workshops and meetings.
- Demonstrated ability to participate in a largescale project team and work closely with other individual team members.
- Strong ability to work under pressure work with aggressive timelines and be adaptive to change
Hybrid Candidate must work 3 days onsite and 2 days remote
MUST HAVES:
- More than 7 years of experience with solution functional design
- Experience with the Microsoft MS Dynamics 365 CRM OR Salesforce CRM
- Experience with FIGMA Prototyping
- Experience with User Experience & User Interface Design
- Experience with GIS Solutions
- Experience with SEO journey mapping user stories information architecture content auditing and evaluation wireframing prototyping persona development user research and content testing.
Employment Type
Full Time
