Overview
Strengthen IT resilience by improving service visibility and dependency clarity using design thinking and service design. Link business processes to systems, integrations, and operational handoffs.
Key Responsibilities
- Build service visibility for resilience by creating and maintaining end-to-end views of priority business services.
- Create process-to-system artifacts, including as-is/to-be process maps and service blueprints.
- Translate discovery into delivery by partnering with product teams to convert service design outputs into prioritized backlogs.
- Facilitate cross-functional alignment through workshops with stakeholders.
- Upskill BAs and squads by training and coaching on design thinking and service design methods.
- Reduce operational friction and errors by identifying and translating findings into clearer requirements.
- Support evidence-backed business cases using service dependency evidence and stakeholder insights.
Required Experience
- At least 6 years of progressive experience in business analysis, service design, product discovery, process improvement, or operational workflow transformation.
- International experience working in several countries.
Qualifications
- A University degree in Computer Science, Information Systems, or related field; preferably at post-graduate level or its equivalent.
- Certificate in Nielsen Norman Group (NN/g) or equivalent advanced training in UX research / service design and Lean/Six Sigma or Business Process Model and Notation (BPMN) exposure, with focus on clarity and outcomes, not diagram purity, are preferred.
