Location
Edmonton, AB | Canada
Job description
Job Information
Job Title: Senior Service Designer
Job Requisition ID: 54372
Ministry: Technology and Innovation
Location: Edmonton (Remote across Alberta)
Full or Part-Time: Full Time
Hours of Work: 36.25 hours per week
Permanent/Temporary: Permanent
Scope: Open Competition
Closing Date: March 18, 2024
Classification: Systems Analyst 3
Salary: $3,106.31 to $4,114.41 bi-weekly ($81,074 - $107,386/year)
The Government of Alberta is committed to a diverse and inclusive public service that reflects the population we serve to best meet the needs of Albertans. Consider joining a team where diversity, inclusion and innovation are valued and supported. For more information on diversity and inclusion, please visit:
Digital Design and Delivery (DDD) leads the development of the next-generation of digital public services for the Government of Alberta. DDD partners with other departments to deliver products, platforms and services that are better, faster and easier, through modern user-centered agile processes. DDD offers potential candidates a unique opportunity to work on meaningful challenges that transform government and positively impact Albertans.
The Product branch within DDD is accountable for partnering with ministry programs to frame problems and deliver evidence-based solutions through design and delivery of technology and services.
Role Responsibilities
The Senior Service Designer reports directly to the Director of Service Design.
The responsibilities of this role include:
Providing leadership and guidance on problem definition and solution design, employing a human-centered, systems thinking approach to meet the needs of government and users. - Leading on service design deliverables such as user research, co-design workshops, prototype design and testing, journey map and service blueprint development, process mapping, service prototyping, usability testing, and service performance analysis and reporting.
- Leading, planning and executing design research, including field work, co-design workshops, and usability testing to understand user and business needs, goals, priorities, and opportunities.
- Planning and implementing integration of a new solution with current service operations, including areas such as impacts and migration for service delivery, policy innovation, change management and organizational culture.
- Integrating specific design and development work into overall service experience and measuring results.
- Analyzing user experience and employee experiences across channels (mobile, web, phone, face-to-face, print, mail, etc.) and identifying gaps, opportunities, and solutions.
- Focusing on achieving outcomes such as government cost savings, red tape reduction, better user experience for Albertans and better days at work for staff.
- Translating and transforming initial high-level outcomes to tangible opportunities, solutions, and performance metrics.
- Ensuring projects move forward at pace, synchronized to an agile delivery approach, with constant focus on delivery.
Providing technical expertise, advice, and recommendations to support design-driven innovation in government.
- Identifying digital transformation opportunities.
- Sharing best practices and methodologies with product teams, Steering Committees and Ministry Leadership.
- Building digital literacy within ministry programs especially management and executive levels.
- Facilitating, coaching, or training cross-functional agile delivery teams and others on the integration of human-centred design methods.
- Identifying efficiencies and service enhancements as part of making the shift to a modern digital government.
- Providing service design assistance to other product team members when resolving problems.
- Supporting the integration of new or transformed services into ministry programs.
- Aligning design and development teams to ensure products get delivered, user needs are met, and continuous incremental improvements are made.
- Providing direction to the development team, with a sound understanding of technology, modern development best practices to work and communicate effectively.
- Liaising between delivery teams (design/development), ministry partners, and users.
Role Responsibilities Continued
Proactively communicating, developing, and maintaining effective and productive relationships with a wide variety of both internal and external stakeholders to identify issues and provide solutions in a timely manner.
- Establishing shared ownership of solutions, aligning interests, and easing change by working alongside program teams from executives to front-line staff in the co-design and co-delivery of new processes and policy.
- Working closely with ministry partners and external stakeholders to align product team priorities with ministry service plan goals and objectives.
- Fostering a product management culture throughout the branch and with ministries (e.g., incremental delivery, user research, constant focus on user needs, co-design and collaboration, respecting and valuing agile, service design and modern delivery approaches).
- Supporting business case development to seek new capital or evaluate existing investments.
- Representing and participating in teams and committees as assigned.
- Communicating effectively with all stakeholders to convey concepts to various audiences.
- Working closely with other design practitioners to work on strategic design initiatives relating to the improvement of the practice, including communities of practice, tools/templates, and design maturity assessments.
APS Competencies
Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.
This link will assist you with understanding competencies:
Develop networks: Work closely with GoA ministry clients and external stakeholders to identify and advocate UX solutions.
Build Collaborative Environments: Work with other Product Team members to identify efficiencies, communicate effectively with all stakeholders to convey concepts to various audiences.
Systems Thinking: Collaborate with agile teams and stakeholders to understand problems.
Creative Problem Solving: The role will need to employ creative thinking in providing new front end design solutions.
Agility: Employ an agile, product-oriented approach in providing solutions for clients.
Qualifications
Requirements:
- University degree in a Computer Science or related field such as Design, Human-Computer Interaction, or Behavioural Science.
- Four (4) years of related progressively responsible experience.
- In-depth knowledge in computing science principles and subject matter expertise in design.
- Experience using formal human-centred design approaches to solve complex issues.
- Experience planning, conducting, and analyzing behavioural/ethnographic field research to understand user, employee, and government needs and goals.
- Experience analyzing research data and presenting findings in diverse ways.
- Experience with prototypes in different media across digital and physical channels.
- Experience moving through projects shifting focus from small details to understanding the whole system and the relationship between them.
- Experience using advanced oral and written communication skills with staff at all levels of an organization to address the value of service design.
- Experience creating journey maps, service blueprints or other visual representations to gain consensus within team and with partner programs.
- Experience planning and facilitating co-design workshops.
- Experience working with digital services (services including a significant digital component; may include other channels).
- Experience facilitating, coaching, and mentoring small and cross-functional teams in service design.
- Experience working within an Agile scrum project management framework.
- Experience creating service metrics and measures.
- Experience working with organizational change for service implementation (policy, staffing, etc.).
- Experience leading small and cross-functional teams to enable delivery of services.
- Experience working in/with the public sector or large, enterprise organizations.
Equivalencies:
- A related two-year diploma in computer technology or a related discipline from a recognized post-secondary institution and six (6) years related experience; or
- A related one-year certificate from a recognized post-secondary institution and seven (7) years related experience.
Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification.
Refer to
Notes
Term of Employment: Permanent, Full-time position
Hours of Work: 36.25 hrs/week - Monday to Friday
Location: Edmonton (Remote across Alberta)
Note* - This position may require you to travel occasionally to our offices across province. Final candidates will be required to undergo a security screening.
Any costs associated with obtaining the required documents/checks as noted or interview travel expenses, will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in.
Links and information on what the GoA has to offer to prospective employees.
- Working for the Alberta Public Service -
- Public Service Pension Plan (PSPP) -
- Alberta Public Service Benefit Information -
- Professional learning and development -
- Research Alberta Public Service Careers tool –
- Positive workplace culture and work-life balance
- Opportunity to participate in flexible work arrangements such as working from home up to two days per week and modified work schedule agreement
- Leadership and mentorship programs
How To Apply
Applicants are advised to provide information that clearly and concisely demonstrates how their qualifications meet the advertised requirements, including education, experience, and relevant examples of required competencies.
Candidates are required to apply for a job online. Please visit for more information. Please visit Recruitment Principles, for more information.
It is recommended applicants who have completed post-secondary studies from outside of Canada obtain an evaluation of their credentials from the International Qualifications Assessment Service (IQAS)( or from a recognized Canadian Credential Evaluator; please visit the Alliance of Credential Evaluation Services of Canada for more information (
It is recommended that applicants include the assessment certificate from IQAS or any other educational assessment service as part of their application.
Closing Statement This competition may be used to fill future vacancies, across the Government of Alberta, at the same or lower classification level.
We thank all applicants for their interest. All applications will be reviewed to determine which candidates' qualifications most closely match the advertised requirements. Only individuals selected for interviews will be contacted.
If you require any further information on this job posting or a copy of the role profile, please contact Michelle Elliott at [email protected] .
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