Service Design Consultant

2 weeks ago

Toronto, Canada City of Toronto Full time

**Job ID**: 43635

**Job Category**:Information & Technology

**Division & Section**:Technology Services, Technology Standardization Delivery

**Work Location**:Metro Hall, 55 John Street, Toronto, ON

**Job Type & Duration**:Full-time, Temporary Vacancy, 12 months

**Salary**:$93,500.00-$119,274.00, Wage Grade 6.5.

**Shift Information**: Monday to Friday, 35 hours per week

**Affiliation**: Non-Union

**Number of Positions Open**: 1

**Posting Period**: 29-Feb-2024 to 14-Mar-2024

**Job **Description**:
Join the Open Data team within Technology Services focusing on understanding, engaging, and co-designing engagement processes and technology solutions for City staff and the public. As the team’s Service Design Consultant you will be joining a growing team focused on delivering the City’s first Open Data Master Plan which sets the strategic framework and roadmap to advance Toronto’s vision for open data.

Human centered design is at the core of our approach for engaging our audiences iteratively through the design and development process and ensuring we are addressing and solving for barriers to accessing City data and fostering innovative uses of City data. Working alongside technical and non-technical staff some of the activities the team will focus on include: envisioning, designing, and implementing a public open data request tracking dashboard; establishing a process to embed open data requirements as part of the process of writing staff reports to City Council; redesign our engagement approaches for City staff and the public; and other cool projects.

**Major **Responsibilities**:

- Conducts research into assigned area ensuring that such research takes into account developments within the field, corporate policies and practices, legislation and initiatives by other levels of government.
- Designs, develops, and executes research and service design plans for the product lifecycle by developing milestones, deliverables, and outcomes.
- Leads project teams through the service design methodology by leading and doing, including alignment, discovery, stakeholder mapping, problem definition, opportunity assessment, jurisdictional scans, data insights, customer journeys, user engagement, persona development, service blueprints, prototyping, progressive co-design, usability testing, and implementation plans.
- Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
- Supervises, motivates and trains assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
- Supervises the day to day operation of all assigned staff including the scheduling, assigning and reviewing of work.
- Leads the timely analysis, development and implementation of service design projects across the City to enhance clients' business efficiency and effectiveness.
- Leads the development of the service design plan as part of a project or product team and participates in knowledge-sharing initiatives across the organization to raise awareness and acceptance of service design methodologies and benefits.
- Implements detailed plans and makes strategic design recommendations for program-specific requirements.
- Provides technical leadership to service design teams by creating project plans and establishing priorities, managing the project plan, monitoring quality/timeliness of deliverables, and resolving issues.
- Provides service design expertise to promote excellence, effectiveness and efficiency in service delivery models.
- Works with project and product teams to map user-centered current state with the objective of identifying opportunities to improve the end-to-end user experience.
- Applies service design practices and methodologies through the alpha and beta design phases; communicates service design principles/methodologies and recommends solutions that support improved/integrated service delivery.
- Prepares recommendations which may involve highly confidential, strategic, operational and/or labour relations
- issues such as streamlining processes and identifies opportunities to generate revenues and/or reduce costs
- Synthesizes complex service design processes, measurement models and user research findings for solution definition and prototyping.
- Executes the service design plan by developing key deliverables and guiding team members and stakeholders accordingly.
- Leads orientation and skills development sessions in order to build service design capacity throughout the City of Toronto. This will include content on intranet site, facilitated learning sessions and mentoring on product teams.
- Leads the team through the service design methodology, including alignment, opportunity/stakeholder assessments, interjurisdictional scans and insights, vendor analysis, user research and engagement (persona development), prototyping, road ma

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