Service Design Business Analyst

Job Title

Join our dynamic team in Chicago, a vibrant city known for its rich culture, diverse communities, and innovative business environment. This role offers the flexibility of remote work while being part of an exciting and transformative project. We are looking for a passionate professional to bridge business needs with design solutions, optimizing experiences for both customers and employees.

• Experience with Service Integration and Management Model (SIAM) in complex service ecosystems
• Proficiency in ITSM and ITIL processes and tools, including Service Now ITSM
• Expertise in data analysis to identify trends and validate design decisions
• Proficient in process modeling tools like Visio
• Knowledge of Agile, Scrum, and Kanban methodologies, as well as design thinking principles
• Familiarity with prototyping, wire framing, and requirements management tools (e.g., Jira, Miro)

• Experience in conducting qualitative and quantitative research
• Ability to facilitate design thinking workshops
• Strong communication skills to act as a liaison between stakeholders

• Conduct service research and analysis to understand user behaviors, needs, and pain points
• Elicit detailed business requirements and functional specifications
• Create and analyze customer journey maps, service blueprints, and process flow diagrams
• Facilitate design thinking workshops and work with design teams on prototypes
• Ensure service design solutions align with strategic objectives and business goals
• Support the implementation of new services and manage change effectively
• Define and track key performance indicators (KPIs) and service level agreements (SLAs)
• Communicate effectively with business stakeholders, design, and technical development teams

• Comprehensive benefits package including health, dental, and vision insurance
• Opportunities for professional development and career growth
• Inclusive and diverse work environment that values collaboration and innovation