Service Design and Continual Improvement Analyst

IST IT Service Excellence

Competition No.  -    S101348095
Posting Date  -    Jun 16, 2022
Closing Date  -    Will remain open until filled.
Position Type  -    Full Time - Operating Funded
Salary Range  -    $58,675 to $81,208 per year
Grade  -    10
Hours  -    35

This position is a part of the Non-Academic Staff Association (NASA).

This position offers a comprehensive benefits package which can be viewed at: Faculty & Staff Benefits.

Working for the University of Alberta 

The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all First Peoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is teeming with change makers, community builders, and world shapers who lead with purpose each and every day. We are home to more than 40,000 students in 200+ undergraduate and 500+ graduate programs, over 13,000 faculty and staff, 260,000 alumni worldwide and have been recognized as one of Canada’s Greenest Employers for over a decade.

Your work will have a meaningful influence on a fascinating cross section of people—from our students and stakeholders, to our renowned researchers and innovators who are quite literally curing diseases, making discoveries and generating solutions that make the world healthier, safer, stronger, and more just.

Position summary

Reporting to the Manager of Service Design and Improvement, the Service Design and Continual Improvement Analyst will be responsible for developing a client focused, service oriented approach to the design and improvement of Information Services and Technology (IST) Services that will guide service owners in IST Centres of Expertise as they manage the lifecycle of their services. The analyst will be specifically focused on four main areas:

  • Service Design
  • Continual Service Improvement (CSI)
  • User Experience (UX) and
  • Self Service solutions

This role will engage staff across the institution to facilitate continuous innovation and improvement of IST Services. The analyst will construct a model through which IST can understand the technological needs, expectations, assumptions and challenges of service consumers. The analyst will apply these techniques to self-service offerings in chatbots and portals as well as advising service owners on how best to apply user experience design methods and continual service improvement feedback loops to align their existing and new services with current and future institutional needs.

Responsibilities will include: 

Service Design

  • Translate the goals of Service Excellence into a set of design principles that can be used by Service Owners when new services arise and as significant changes are made to existing services.
  • Contribute actively at key stages of the service lifecycle to ensure that the principles of Service Excellence are built into the service itself.
  • Lead the human-centered design portions of a project or initiative and translate the findings into design decisions. Collaborate with the team to actualize those learnings into the service offerings.
  • Develop, implement and support a comprehensive service design framework

Continual Service Improvement

  • Facilitate workshops and forums for IST staff and Service Owners to capture and put into action insights into the continual alignment of services with current and future needs of the University.
  • Provide methods by which risks, issues and potential improvements related to IST services are recorded, tracked, assessed and escalated as necessary.
  • Contribute to the establishment of service metrics that enhance the ability to identify the value provided by and the satisfaction achieved by IST services.
  • Develop, measure and report on quality, standards and achievements relating to Continual Service Improvement.
  • Support Service Owners and IT Business Partners in the identification of opportunities for improvement, expansion and/or reduction of IT services within the University by creating feedback loops and community forums (both generic and service specific) that capture both tangible and intangible indicators of service performance and user satisfaction.

User Experience (UX) Design and Consultation

  • Create a toolkit for consistent use of UX design principles.
  • Create profiles for personas at the University for use in identifying behavioral patterns and needs that can be used to improve value in service offerings.
  • Conduct workshops with service providers as part of service creation or improvement projects for all IST Services to research and identify desired outcomes for user personas.
  • Act as a user experience consultant to IST staff.
  • Ensure success indicators relating to service value or satisfaction from service improvement projects are incorporated into reporting and feedback loops so that service success can be monitored continuously.

 Self Service

  • Liaise with Service Owners and IST staff on the best practices and effective use of the chatbots and self service portal(s).
  • Facilitate between IST Centres of Expertise and providers of self service mechanisms (e.g. chatbots and portals) to expand the use of these delivery methods.
  • Establish a set of self service principles embodied in user facing mechanisms such as chatbots and service portals and embed these in the service design and improvement processes.
  • Ensure all aspects of Self Service solutions are compliant with the relevant University policies, guidelines and regulations.

The successful candidate will possess the following knowledge, education, experience and skills: 

  • Experience in applying design thinking, systems design, customer journey mapping and UX principles in an IT environment.
  • Experience in a service oriented IT culture.
  • Excellent communication/presentation, interpersonal, and written skills.
  • Excellent facilitation skills for group discussions and solutioning workshops.
  • Strong organizational and analytical skills.
  • A robust and outcome-based approach to delivering value from IT services.
  • Ability to work in a professional and tactful manner when dealing with staff and clients.
  • Strong analysis skills and an innovative approach to problem solving with the capability to practically apply diverse concepts and principles.
  • Able to formulate / assist in the development of practices and procedures. 
  • Good strategic understanding of a service oriented culture and what is needed to build such a culture.
  • Ability to work independently or as a member of a team.
  • Strong client centric orientation with the ability to work effectively with diverse teams.
  • Ability to perform duties with limited supervision.
  • Can work effectively as part of a cross-functional team.

Education & Experience/Licenses & Certification

  • Bachelor’s degree in related discipline or equivalent experience.
  • 5+ years of relevant experience in User Experience and Service Design.
  • Advantageous: ITIL v4 Foundations certificate.

This competition is open to all applicants however internal candidates and applicants who were former employees of the University of Alberta in the past 18 months will be given priority consideration before external candidates. Please indicate your internal status using the "Advertisement" drop down menu when applying 

How to Apply

Apply Online

Note: Online applications are accepted until midnight Mountain Standard Time of the closing date.

We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.

The University of Alberta is committed to an equitable, diverse, and inclusive workforce. We welcome applications from all qualified persons. We encourage women; First Nations, Métis and Inuit persons; members of visible minority groups; persons with disabilities; persons of any sexual orientation or gender identity and expression; and all those who may contribute to the further diversification of ideas and the University to apply.