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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00040247 |
Description Activated On: 9/11/2025 3:21:27 PM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. The Senior Service Designer will lead IT and digital modernization strategies across 11 agencies within Pennsylvania’s IT General Government Delivery Center. This role focuses on using user insights, service mapping, and technical design to improve government operations. The designer will conduct research to identify customer needs and create service blueprints that align business objectives with technology solutions. They will translate feedback into clear requirements, streamline delivery with journey maps and prototypes, and simplify processes through consistent design standards. The position aims to drive innovation, enhance user experiences, and deliver secure, efficient government services. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Lead and facilitate cross-functional discovery workshops to uncover business goals, user needs, assumptions and constraints. Conduct stakeholder interviews, user research sessions and contextual inquiries to surface pain points and success criteria. Synthesize qualitative and quantitative insights into personas, journey maps and opportunity backlogs. Facilitate cross-functionally to drive consensus on vision, prioritize features and technical considerations using impact–effort, MoSCoW or similar frameworks. Define and document project scope, key hypotheses and validation plans. Translate complex research and design outputs into clear roadmaps and technical specifications. Develop strong, trusted relationships with stakeholders in order to understand their challenges and constraints in a unique, public-sector environment; represent the voice of the user in influencing product direction. Define success metrics and establish measuring tools and processes to refine service quality and technical robustness. Produce clear discovery deliverables (e.g., service blueprints, architecture sketches, prioritization grids) for stakeholder alignment and decision-making. Translate discovery insights into detailed service and system designs across digital and physical touchpoints. Develop user research and service design templates (interview guides, workshop decks) that support consistent, repeatable processes. Builds a user research practice that prioritizes care for research participants, practitioners, and colleagues. Create wireframes, interactive prototypes, and technical design specifications Facilitate design reviews and rapid usability tests to validate assumptions and iterate solutions. Collaborate with engineering teams to evaluate and select the optimal technical solutions, ensuring architectures are scalable, maintainable, and aligned with performance and reliability goals. Become knowledgeable of enterprise platforms and their features to recommend the best-fit technical solutions for user needs. Lead design-to-code walkthroughs, conduct architecture and product reviews. Develop and oversee end-to-end test strategies covering functional, integration, performance, security, and accessibility. Coordinate user acceptance testing sessions, pilot launches, and A/B experiments to collect feedback. Triage defects, prioritize bug fixes, and ensure resolutions meet both user experience and technical quality standards. Participate in constructive discussions, openly share knowledge, and demonstrate the value of others’ contributions. Coach colleagues on developing skills in user research, human-centered design and technology strategy. Travel as required (including overnight stays). Perform other duties as assigned. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. Serving as a senior executive within the Commonwealth, this role involves regular interaction with the Governor’s Office, the legislature, agency cabinet heads, and deputy secretaries. Operating with a high degree of independence, the position reports directly to the General Government Delivery Center CIO, providing updates on project scope, goals achieved, priorities, and challenges addressed. As a trusted advisor to leadership on digital services, this executive identifies and champions best practices for enterprise-wide information and technology systems, driving innovation and efficiency across the organization. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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