** Amended - posting date extended
Are you passionate about change? Looking to contribute to moving towards a digital Ontario Public Service? We are committed to provide the tools, expert support and knowledge to optimize the value of I&IT investments in meeting the business priorities and directions of the Government of Ontario, today, and in the future? If so, we are looking for a service designer to join the Resource Management Unit to lead the transformation of our processes and the services we provide.
NOTE: As you move from project to project, your assignments through IT Source will vary in length and will be located in a variety of Ministry client site locations throughout the GTA and Oshawa.
How we support diversity, inclusion and accessibility
We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.
We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.
Visit the
OPS Anti-Racism Policy and the
OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.
We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's
Human Rights Code. Refer to the "How to apply" section if you require a disability-related accommodation.
About the job
In this role, you will:
• Lead and co-ordinate concurrent service design projects to identify the current state and propose opportunities for service improvement
• Plan, lead and co-ordinate the design, development, prototype testing, and implementation of new solutions for service delivery
• 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
• Facilitate change management with service providers and client ministries to add new products and services across all service delivery channels including digital service delivery systems
• Provide service design expertise to service owners, managers, clients and users and others, including making presentations and recommendations to the relevant ADM as senior responsible officer for the service in question
• Participate in project and advisory committees to provide service design advice and expertise, reports and recommendations, and to co-ordinate testing, implementation and post-implementation review planning
• Initiate partnerships and lead/participate in enterprise wide projects with other ministries, jurisdictions or the broader public sector having impacts on ministry and corporate program delivery
• Manage multi-disciplinary service design project teams through all phases of complete projects.
What you bring to the team
Service Delivery & Digital Service Design:
• You have experience with end-to-end designing and launching services that have been implemented to solve a customer/used need or business problem for service improvement
• You have knowledge of emerging service practices(digital and in-person delivery models), service performance measurement and delivering using modern tools and technology
• You have experience defining KPIs and success metrics to evaluate service journey and outcomes
• You have knowledge of recognized service design principles, techniques, and methodologies in the following areas: user needs mapping, user research (exploratory and evaluative), stakeholder mapping, personas, customer journey mapping, collaborative design, prototyping, and service blueprinting
• You have knowledge of recognized service design skills in the following areas: research - interviewing, surveys, focus groups, usability testing, etc. and facilitation - meetings, workshops and co-creation
Communication and Stakeholder Relationship Skills:
• You are able to develop and deliver presentations to provide knowledge-sharing and skill-building concerning standards, methods, and specific solutions for service design projects
• You have excellent oral and written communication skills to manage diverse business relations
• You are able to provide written and verbal instructions and advice to clients on re-engineering solutions
• You can prepare reports, and provide recommendations to senior management and clients, and ensure documentation is clear for users who are not specialists in service design
Business Knowledge:
• You have knowledge of qualitative and quantitative measurement and risk assessment to develop, apply, and evaluate solutions that result from service design projects
• You have knowledge of government directions, decision-making processes, and strategic and operational planning
Analytical and Problem-Solving Skills:
• You have experience applying design thinking to projects and lead to develop insights, generate concepts and map how people will use these services
• You are able to identify trends and potential risks (e.g. financial, political, operational, legal) for new projects/programs and services/operations
• You are able to analyze and interpret business and technical requests, user research options and identify best course of action
• You can identify potential problems and develop mitigating strategies within service design projects
Project Management and Change Management Knowledge:
• You can lead and plan concurrent service design projects often involving multiple ministries and/or jurisdictions by coordinating with clients, stakeholders and partners
• You have excellent change management and project management knowledge, including planning, resource and budget scheduling, and risk management
• You are able to introduce new/re-engineered processes and related standards and practices