Service Designer

About the mission

The Ministry’s Digitalization Organization (DIO) is looking for a service designer in connection with the establishment of new shared services within HR for the ministry community. The assignment is a sub-project in a larger strategic development program where several services are collected as shared services. The sub-project includes changes in organization, work processes, roles, interaction and digital support across the ministry community. In the work with the HR shared services, DSS has the role of service owner, process owner, responsible for the professional content of the services and supplier of the HR services. DIO will be a digitalization partner with responsibility for planning and implementing the digitalization work, architecture, technical assessments and proposals for solutions.

The consultant should base his/her work on existing service concepts, service descriptions, process descriptions and available insights.

The consultant will plan and carry out the necessary insight work, map current service flows, work processes, information flow, system use and organizational interfaces, and help design future service flows. The work will particularly highlight the interaction between users, HR professional activities, organization, work processes, information and digital support.

The consultant will structure and prioritize needs, develop service blueprints and other relevant visualizations. The service blueprint should have a level of detail that is suitable as a decision-making basis for further development and prioritization. Facilitate interdisciplinary working meetings, contribute to concept development and prepare recommendations and decision-making basis.

Privacy, information security, feasibility, organizational dependencies and the need for both short-term and long-term measures shall be included as premises in the work. The consultant shall collaborate closely with the service owner in DSS, project manager and professional resources, architecture and technology environments as well as other relevant stakeholders.

All deliverables must be prepared in Norwegian, delivered in an editable format and be suitable for further management by the client. The assignment must also include documentation and transfer of method and knowledge to internal resources.

The consultant reports to the project manager and is professionally followed up by an internal UX team in DIO.

What tasks is the consultant responsible for?

• Lead and facilitate mapping of current service flows, work processes, information flow, system use and organizational interfaces

• Prepare a service blueprint that describes the entire service process, with clear visualization of frontstage and backstage processes, dependencies and interactions between actors.

• Develop user stories to describe user needs

• Conduct stakeholder mapping and provide a structured overview of roles, responsibilities, authorities and approval processes that affect the service.

• If necessary, facilitate working meetings, interviews and co-creation processes with representatives from DSS, the ministries and other defined resources.

• Document insights, analyses, surveys and recommendations in a structured and verifiable manner, so that there is traceability between insights, needs, suggestions and recommendations.

Competence requirements:

• Relevant education at bachelor’s or master’s level

• Minimum 8 years of experience as a designer

• Experience with HR services and/or administrative shared services is an advantage

• Advantage with experience from the public sector or other complex, regulated businesses