Service Design and Continual Improvement Analyst
Competition 2260
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Description
This position is a part of the Non-Academic Staff Association (NASA).
This position offers a comprehensive benefits package.
Location - This role is hybrid with a mix of remote and in-person. Work primarily takes place at North Campus, Edmonton.
Working at 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 FirstPeoples of Canada, whose presence continues to enrich our vibrant community.
The University of Alberta is a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to over 14,000 faculty and staff, more than 40,000 students and a growing community of 300,000 alumni worldwide.
Your work will have a meaningful influence on a fascinating cross-section of people — from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. Learn more.
Working for the Department of Information Services & Technology (IST)
Information Services & Technology (IST) is the central support group for the university’s technology landscape. IST plays a pivotal role in ensuring the evolution and smooth operation of technology for teaching, learning, research and working at the University of Alberta. Beyond having expansive technical expertise, IST fosters a supportive environment where our staff values include compassion, connection, collaboration, creativity and courage. If you are passionate about leveraging technology to empower education, research and to drive institutional excellence, join us and be part of shaping the future of the University of Alberta through innovative IT Solutions.
Position Summary
Imagine shaping the future of IT service delivery! As a Service Design and Continual Improvement Analyst, you'll be at the forefront of crafting seamless and user-centric IT experiences. As a member of the Client Engagement team, you will collaborate with diverse teams and clients to design innovative services and optimize existing ones. You'll leverage your analytical prowess to identify opportunities for enhancement, implement best practices, and drive a culture of continuous improvement. If you're passionate about transforming IT processes, possess a knack for problem-solving, and thrive in a dynamic environment, this is your chance to make a tangible impact and elevate our IT services to new heights.
Duties
- Service Design
- Translating service excellence into a set of design principles used by service owners
- Develop, implement and support a comprehensive service design framework
- Continual Service Improvement
- Facilitate workshops and forums
- Develop, measure and report on quality, standards and achievements relating to Continual Service Improvement
- UX Design and Consultation
- Create a toolkit for the consistent use of UX design principles
- Ensure success indicators relating to service value from service improvements are incorporated into reporting
- Communicator/Facilitator
- Facilitate and guide others through the principles of Service Excellence
- Provide guidance to staff on design thinking and UX methods
- Gather user feedback/research, run sessions to make decisions based on user feedback
Minimum Qualifications
- Bachelor’s degree in a related discipline or equivalent experience
- 5+ years of relevant experience in User Experience and Service Design
Preferred Qualifications
- Certification in Human Centred Design
- ITIL v4 Foundations certificate
- Advantageous: ITIL Specialist certification
- Advantageous: Service Design coaching certificate
At the University of Alberta, we are committed to creating an inclusive and accessible hiring process for all candidates. If you require accommodations to participate in the interview process, please let us know at the time of booking your interview and we will make every effort to accommodate your needs.
We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.
All University employees have a responsibility to foster a workplace that prioritizes safety in all its forms—physical, cultural, and psychological. This is achieved by promoting a safe environment, adhering to all safety laws, policies and procedures, completing all required safety training, identifying hazards and implementing controls, reporting incidents, and contributing to a culture of inclusivity and respect, while endeavoring to ensure that all colleagues feel valued and safe to express their thoughts, perspectives and concerns.
The University of Alberta is committed to creating a university community where everyone feels valued, barriers to success are removed, and thriving connections are fostered. 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.
L’Université de l’Alberta s’engage à créer une communauté universitaire où chaque personne se sent valorisée, où les obstacles à la réussite sont éliminés et où des connexions enrichissantes peuvent se développer. Nous accueillons les demandes de toutes les personnes qualifiées. Nous encourageons les femmes; Premières nations, Métis et Inuits; membres des groupes minoritaires visibles; personnes handicapées; personnes ayant une orientation sexuelle ou une identité et une expression sexospécifique; et tous ceux qui peuvent contribuer à la diversification des idées et à l'université à postuler.
ApplyNote: This opportunity will be available until midnight May 16, 2025, Edmonton, Alberta local time.