Senior Service Designer - Information Technology Executive

THE POSITION

Join us as a Senior Service Designer and help transform how the Commonwealth delivers services to its employees and citizens. In this role, you will lead IT and digital modernization strategies across multiple state agencies, ensuring that government operations are efficient, secure, and user-friendly.

• Reimagine employee services by designing processes that make work easier for thousands of Commonwealth employees.
• Use research and user insights to understand agency needs and pain points.
• Develop service blueprints and journey maps that align business objectives with technology solutions.
• Simplify complex government operations through consistent design standards and prototypes.
• Collaborate with agency leaders and IT teams to deliver modern, integrated services that improve both internal workflows and public-facing programs.

Why You Will Love This Role:

• Drive modernization:
  Help agencies adopt digital-first strategies that reduce complexity and increase efficiency.
• Lead innovation:
  Set the standard for service design across multiple agencies and influence statewide transformation.
• Mission-driven work:
  Be part of a team committed to making government services simpler, faster, and more responsive.

If you are ready to design solutions that empower employees and strengthen government operations, bring your expertise in research, design thinking, and technology to Pennsylvania's IT General Government Delivery Center.

Interested in learning more? Additional details regarding this position can be found in the position description.

• Full-time employment
• Work hours are 8:00 AM to 4:30 PM, Monday – Friday, with 60‑minute lunch.
• Telework:
  You may have the opportunity to work from home (telework) part‑time. You are required in the office three days per week. To telework, you must have a securely configured high‑speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg. The ability to telework is subject to change at any time.
  
  It is possible during the training period, or by management request, more frequent days in the office will be required. Additional details may be provided during the interview.
• Salary:
  In some cases, the starting salary may be non‑negotiable.
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

• Eleven years of professional information technology experience; or
• Seven years of professional information technology experience and a bachelor’s degree; or
• An equivalent combination of experience and training.

• You must have a deep understanding of service design principles, frameworks, and methodologies.
• You must have experience in qualitative and quantitative research methods.
• You must be proficient in creating customer journey maps, service blueprints, and ecosystem maps to visualize complex service interactions.
• You must have experience leading workshops, co‑creation sessions, and design sprints with cross‑functional teams.
• You must be able to perform essential job functions.

• Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).
• If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.
• Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.
• Failure to comply with the above application requirements may eliminate you from consideration…