Responsibilities:

• Map the current state of multi-disciplinary service designs from a user-centered perspective and identifying opportunities for re-engineering service strategies, processes, methods, and practices
• 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
• Recommend cost-effective solutions supporting OPS business needs
• 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 post-implementation 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 user-centered 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 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 executives
• Participate in project and advisory committees to provide service design advice and expertise, reports, and recommendations, and to coordinate testing, implementation, and post-implementation 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 knowledge-sharing initiatives to raise awareness and acceptance of service improvements, benefits, and understanding of potential risks incurred by inconsistencies

 

Knowledge and Skills:

• Knowledge of Esri-based geospatial solutions, ArcGIS Portal, ArcGIS Online, ArcGIS Server, ArcGIS Image Server, GIS infrastructure, middleware, maintenance, services, applications, databases, monitoring, and tools
• Knowledge of integrated networking technologies, Microsoft Azure, Oracle Spatial, MS Fabric, midrange server, enterprise storage, and personal computer system technologies
•  Service design principles, techniques, methodologies
•  Content strategy, inclusive writing, and user-centered design
• Communicating complex information clearly
• Government policies, standards, and legislation relating to digital service delivery
• Journey mapping, user stories, information architecture, content auditing and evaluation, wireframing, prototyping, persona development, user research, and content testing
• Managing multiple projects with attention to detail
• Political acuity, collaboration, and relationship management
• Agile product development tools and techniques
• Analyzing analytics, feedback, and user research findings

Hybrid work arrangements are supported.

Successful candidates may choose to work at one of the following locations. Alternatively, work from home arrangements are supported.

1.  

Must Haves:

 

• 5+ years Of Service Designer
• Experience supporting the design of Esri-based geospatial solutions, ArcGIS Portal, ArcGIS Online, ArcGIS Server, ArcGIS Image Server
• Experience with multiple spatial and non-spatial databases / data management technologies