Service Design Business Analyst
Job in
Chicago, Cook County, Illinois, 60601, USA
Listed on 2026-09-03
Listing for:
Purple Drive Technologies
Full Time
position Listed on 2026-09-03
Job specializations:
-
IT/Tech
IT Business Analyst, Business Systems & Technology Analysis, Systems Analyst
Job Description & How to Apply Below
Purple Drive
Service Design Business Analyst Share Chicago, IL
Overview:
Location:
Chicago/ Remote Experience requested: 8-10
The Service Design Business Analyst acts as a bridge between business needs and design solutions, combining traditional business analysis skills with service design methodologies. The role focuses on optimizing end-to-end customer and employee experiences to achieve business goals and drive innovation.
Key Responsibilities- Service research and analysis Conduct qualitative and quantitative research to understand user behaviors, needs, and pain points throughout their journey. Activities include interviews, surveys, and data analysis.
- Requirements gathering Elicit detailed business requirements and functional specifications by collaborating with stakeholders, including customers, employees, and technical teams.
- Journey and process mapping Create and analyze as-is and to-be customer journey maps, service blueprints, and process flow diagrams to identify opportunities for improvement.
- Solution design and prototyping Facilitate design thinking workshops to co-create and test new service concepts and prototypes. This includes working with design teams on wireframes and clickable prototypes to validate concepts.
- Strategic alignment Ensure that proposed service design solutions align with the organizations strategic objectives, target operating model, and overall business goals.
- Implementation and change management Support the implementation of new services and manage change to minimize disruption. This involves developing training materials and coordinating with various departments.
- Performance monitoring Define and track key performance indicators (KPIs) and service level agreements (SLAs) to measure the effectiveness and quality of new services and report on performance.
- Stakeholder communication Act as the primary communication link between business stakeholders, design, and technical development teams to ensure a shared understanding and successful project delivery.
Skills and Qualifications
Technical and methodological skills
- Service Integration and Management Model (SIAM) Experience with SIAM in complex service ecosystems to achieve improved efficiency, accountability, and service quality, by ensuring a holistic approach to service delivery and integration
- Experience with ITSM and ITIL processes and tools Experience with ITSM and ITIL processes and best practices, and experience with Service Now ITSM
- Data analysis Expertise in analyzing data to identify trends and validate design decisions
- Process modeling Proficient in using tools like Visio to model and optimize business processes
- Experience with design frameworks Knowledge of methodologies like Agile, Scrum, and Kanban, as well as design thinking principles
- Familiarity with design tools Experience with prototyping, wire framing, and requirements management tools (e.g., Jira, Miro)
Skills:
PROTOTYPING, SERVICE DESIGN, AGILE, STRATEGIC ALIGNMENT, KANBAN, ITSM, JIRA, WIRE FRAMING
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