Service Design Business Analyst

Job Title: Location: Chicago, IL / Remote Salary Range: Competitive and commensurate with experience Introduction Join our dynamic team in Chicago, a vibrant city known for its rich culture, diverse communities, and innovative business environment. This role offers the flexibility of remote work while being part of an exciting and transformative project. We are looking for a passionate professional to bridge business needs with design solutions, optimizing experiences for both customers and employees. Required Skills & QualificationsExperience with Service Integration and Management Model (SIAM) in complex service ecosystemsProficiency in ITSM and ITIL processes and tools, including ServiceNow ITSMExpertise in data analysis to identify trends and validate design decisionsProficient in process modeling tools like VisioKnowledge of Agile, Scrum, and Kanban methodologies, as well as design thinking principlesFamiliarity with prototyping, wireframing, and requirements management tools (e.g., Jira, Miro) Preferred Skills & QualificationsExperience in conducting qualitative and quantitative researchAbility to facilitate design thinking workshopsStrong communication skills to act as a liaison between stakeholders Day-to-Day ResponsibilitiesConduct service research and analysis to understand user behaviors, needs, and pain pointsElicit detailed business requirements and functional specificationsCreate and analyze customer journey maps, service blueprints, and process flow diagramsFacilitate design thinking workshops and work with design teams on prototypesEnsure service design solutions align with strategic objectives and business goalsSupport the implementation of new services and manage change effectivelyDefine and track key performance indicators (KPIs) and service level agreements (SLAs)Communicate effectively with business stakeholders, design, and technical development teams Company Benefits & CultureComprehensive benefits package including health, dental, and vision insuranceOpportunities for professional development and career growthInclusive and diverse work environment that values collaboration and innovation For immediate consideration please click APPLY to begin the screening process with Alex.