Viewing technology in the context of work, scholarship and campus life, Tufts Technology Services (TTS) is a university-wide service organization committed to delivering technology services that support Tufts mission of teaching, learning, research, and service. Understanding that IT enables innovation, TTS prioritizes holistic, human-centered design strategies to create timely and intuitive services, applications and tools that differentiate the Tufts experience.

Across our diverse and creative teams, we engage and focus our collective talent to strengthen Tufts strategic IT capabilities. To keep pace with our community s emerging needs, we continue to evolve our competencies across four main families of practice, including Planning and Design, Service Delivery and Operations, Data Strategy, and Academic Technology.

Thinking and acting strategically with technology occurs through strong partnerships and an engaged community. Additionally, for technologies to take on integral meaning to our work, we also need reliable and consistent support in using them. With staff across all of Tufts campuses, as well as a 24x7 IT Service Desk, we collaborate with schools and divisions to meet the demands of a global, mobile community and to enable the broadest possible access.

Come join our collaborative, flexible work environment, where leadership is valued at all levels of the organization, and opportunities abound to work with leading technologies and learn new skills.

A member of the TTS Design Practice, the Service Designer uses research and creativity to understand critical business problems and design new and engaging experiences that connect with people. As his/her first assignment, she/he will be assigned full-time to work on the PAF (Personnel Action Forms) Replacement Project, a highly visible and important university initiative that is expected to last 12-18 months. She/he will serve as a liaison among stakeholders in order to understand the structure, policies, and operations of our organization (the as-is state), and to elicit, analyze, prioritize and documents requirements. S/he will employ design thinking methodologies and business analysis/modeling to identify and frame business opportunities; generate new knowledge; synthesize key insights, will develop and test low-fidelity and medium-fidelity prototypes including service blueprints, user journey maps, service mock ups, wireframes, and storyboards. She/he will work with project sponsors, the project manager, and other key stakeholders in the documentation and design of business change needed to meet project objectives. She/he will collaborate with UX and visual designers serving as a bridge between the as-is and to-be states, and work with IT planning, support, and technical architecture teams to identify dependencies or challenges, in pursuit of a sustainable and highly usable solution.


Qualifications:

Basic Requirements:
Bachelor s degree and 4 years of work experience. At least 3 years of experience leading service design and/or process re-design for projects.
Experience with service blueprinting and user journey mapping methodologies and related tools.
Experience with design thinking and human centered design methodologies.
Experience with prototyping tools such as Sketch, inVision, or UXPin, and Adobe Creative Suite applications.
Experience creating business flow documents, data flow diagrams, and functional specifications using Microsoft Office Suite (Word, Excel, PowerPoint, Visio, etc.).
Strong business analysis skills and proven experience leading planning sessions to implement process improvement, gathering, organizing, and interpreting business needs, rules, and processes and translating them into technical and functional requirements.
Ability to manage liaison relationships with business partners.
Proven service design/business analyst experience on launched services that have been implemented in the real world.
Excellent technical writing, interpersonal, and communication skills.
Experience identifying, recommending and changing business processes.
Ability to provide examples of completed process redesign documents which demonstrate a clear understanding of process redesign principles and best practices.
Preferred Qualifications:
Experience with HR business processing
Experience working in a PeopleSoft environment
Experience with conception, ideation, and iterative prototyping.
Experience with qualitative and quantitative research methodologies and related software.
Experience with client relationship management including building and maintaining strong working relationships with project sponsors, business stakeholders, technical stakeholders and user communities
Experience working on IT projects in a higher education institution.
Demonstrated experience working across multiple business units and IT departments with the ability to foster a sense of teamwork and create a collaborative environment.
Demonstrated experience working in conjunction with 3rd party services vendors.
Experience with business process modeling and notation best practices languages such as BPML.
Working knowledge of Drupal, structured queries/databases, and enterprise resource planning systems (such as PeopleSoft), CRM systems (such as Salesforce), and ITIL-based ITSM systems (such as ServiceNow).
Special Work Schedule Requirements
The majority of the work for this position is performed during normal business hours Monday through Friday. However, there may be an occasional need to work during evening hours as required.

An employee in this position must complete all appropriate background checks at the time of hire, promotion, or transfer.


Equal Opportunity Employer minority/females/veterans/disability/sexual orientation/gender identity.

To apply please click here!