Service Designer

About ArcheSys

ArcheSys is a technology consulting firm that provides innovative cloud solutions and services to government agencies. We pride ourselves on our cutting-edge technologies, exceptional customer service, and collaborative work environment.

About the Role

We are seeking a skilled Service Designer to join our team, focusing on Software Asset Management (SAM) and other IT services. You'll play a crucial role in understanding user needs and experiences to drive the design and improvement of IT services for our civic tech projects. This position will conduct research, gather insights, and translate findings into actionable recommendations for enhancing overall user experience and service delivery.

This is a fully remote, full-time position.

Key Responsibilities

User & Service Research

• Design and conduct qualitative and quantitative research studies, including user interviews, surveys, usability testing, and data analysis to uncover user needs and pain points.

• Conduct journey mapping to visualize user experiences across different touchpoints with IT services, specifically for Software Asset Management (SAM).

• Analyze research data to uncover meaningful patterns and insights that inform service design decisions.

Service Design & Strategy

• Develop data-driven recommendations for improving existing IT services, designing new services, and enhancing the overall user experience within the SAM ecosystem.

• Collaborate with Product Managers/Business Analysts to create service prototypes and conduct testing to evaluate the effectiveness of design solutions.

• Work closely with IT teams, service owners, and business stakeholders to gather requirements, validate assumptions, and ensure alignment with organizational goals.

Communication & Continuous Improvement

• Present research findings, insights, and recommendations to stakeholders in a clear and compelling manner through reports, presentations, and workshops.

• Monitor the performance of IT services and user satisfaction levels to identify areas for ongoing improvement and optimization.

Qualifications

Experience

• 6+ years of proven experience in conducting user research, analyzing data, and developing actionable insights.

• Prior experience working within federal or state government agencies is highly desired.

• Experience in IT Service Management or Software Asset Management (SAM) is a significant plus.

• Proficiency in user research tools and techniques (e.g., interviews, surveys, usability testing).

• Experience with service design principles and methodologies.

• Understanding of ITIL or other IT service management frameworks is beneficial.

Skills

• Excellent communication and presentation skills, both written and verbal.

• Strong interpersonal and collaboration skills.

• Proficiency in tools like Mural, Figma, Jira, Confluence, Microsoft Office, or equivalent.

• Strong analytical and problem-solving skills with the ability to interpret complex data sets.

Education

• Bachelor's or Master's degree in a relevant field such as Human-Computer Interaction (HCI), User Experience (UX) Design, Service Design, or a related discipline.

Additional Requirements

• A willingness to continually learn and adapt to the evolving technology landscape.

• Ability to work in a fast-paced environment and manage multiple projects simultaneously.

• All work must be conducted within the U.S. and some federal contracts require U.S. citizenship.

• You must be legally authorized to work in the U.S. now and in the future without sponsorship.

• You may be required to obtain a public trust or security clearance.

What We Offer

• Competitive salary and benefits package.

• Opportunity to work with a talented team of professionals on exciting and innovative projects.

• Flexible work arrangements, including remote work options.

• Continuous learning and development opportunities.

• A collaborative and inclusive work environment that values diversity and encourages growth.

Join us at Archesys and be part of a team dedicated to delivering cutting-edge technical solutions for clients in the public sector. Your expertise and passion for technology will help us continue to innovate and grow. We look forward to welcoming you to our team and supporting your success as a Service Designer.

Archesys is an equal opportunity employer committed to creating a diverse and inclusive workplace.