RQ07743 - Service Designer

In this role, the successful candidate will be required to support GIS service/solution designs for three projects within the Geospatial Ontario IT Program (please see attachments for more information):

1. Intake item #197 - LIO Modernize Data Maintenance (LIO Editor) (45.5% allocation or 25 days of effort)
   1. This project aims to review the data editing and maintenance requirements of users and data owners across the province. Results should be combined with the discovery outcomes of items 204 and 205 to design a replacement for the legacy LIO Editor/Mapper/Reporter toolset; i.e., recommend new Geospatial Ontario data maintenance solution(s).
2. Intake item #204 - Providing Access to OPS GIS to LIO Warehouse (36.4% allocation or 20 days of effort)
   1. This project aims to review the Geospatial Ontario Warehouse (authoritative geospatial data database) data access solutions against the needs of their users. The objective is to identify solutions available for decommissioning, design recommended solutions for development, as well as inform the development of new data modelling standards, and/or the new data maintenance solution(s) (LIO Editor/Mapper/Reporter replacement).
3. Intake item #205 - LIO Data Modelling Standards (18.2% allocation or 10 days of effort)
   1. This project aims to understand data owner required data model control, what, and how those data models need to change, and how those changes can support future user data access and data maintenance (LIO Editor/Mapper/Reporter replacement) solutioning.

The successful candidate may be redeployed to other Geospatial Ontario IT Program projects:

1. Intake Item #288 - GIS Delivery Platform Planned Maintenance FY24-25
   1. This is an annually recurring maintenance project for the GIS Delivery Platform (GDP). Work this fiscal will focus on software patching, Portal for ArcGIS implementation, Geocortex to VertiGIS migration, Cyber Security analysis/mitigations, and platform architecture review/documentation.
2. Intake Item #289 - GIS Delivery Platform Modernization FY24-25
   1. This is an ad hoc modernization project for the GIS Delivery Platform (GDP). Work this fiscal will focus on analyzing platform monitoring, analytics, and operational management modernization requirements, then implementing recommendations.
3. Intake Item #321 - ArcGIS Portal
   1. This is a new high-priority project for multiple ministries. Following business needs analysis in conjunction with Esri last fiscal, work this fiscal focuses on finalizing that discovery, formalizing infrastructure design canvases, provisioning required resources, configuring, then deploying a Portal for ArcGIS Enterprise deployment site (multiple environment) for multi-ministry shared usage. Esri is being brought in to support project work.
4. Intake item #290 - GDP Future State for LIO Modernization
   1. This project aims to explore Geospatial Ontario's future service and solution development/delivery. Work this fiscal will focus on provisioning and configuring a Raster Analytics role for ArcGIS Image Server, and service delivery discovery, i.e., a new flood hazard layer, a new Ontario Service location layer, and Ontario Parcel data access requirements.

The GDP is a comprehensive suite of interconnected GIS-related infrastructure. It includes the hardware, software, and networking components required to deliver corporate applications, web services, data, and geomatics tools.

Responsibilities:

• Map the current state of multi-disciplinary service designs from a user-centered perspective and identify opportunities for re-engineering service strategies, processes, methods, and practices.
• Lead and coordinate concurrent service design projects to identify the current state and propose opportunities for service improvement in integrated service delivery solutions, business processes, and methods.
• Recommend cost-effective solutions supporting OPS business needs.
• Act as the primary service design consultant within multidisciplinary project teams, defining the project approach and leading key service design activities.
• Plan, lead, and coordinate the design, development, prototype testing, and implementation of new solutions for service delivery.
• Review service design aspects post-implementation to assess performance of new processes and practices and facilitate continuous improvement.
• Respond to emerging business and policy issues and client requirements by developing and recommending innovative integrated/digital service delivery strategies and solutions.
• Lead the design, development, and deployment of tools, methods, processes, and standards to ensure the integrity and validity of the service design function and outcomes.
• Research and analyze the integrated service requirements of government, partner ministries, and customers, taking into account a user-centered perspective.
• Develop and recommend strategies to meet integrated service delivery objectives and ensure documentation of business processes, methods, practices, and associated tools is current and complete.
• Facilitate change management with service providers and client ministries to add new products and services across all service delivery channels.
• Participate in business planning activities and coordinate service design engagement processes.
• Provide service design expertise to service owners, managers, clients, and users, including making presentations and recommendations to relevant senior executives.
• Participate in project and advisory committees to provide service design advice and expertise, reports, and recommendations, and to coordinate testing, implementation, and post-implementation review planning.
• Research trends, developments, and best practices in service design to ensure projects reflect optimal processes, practices, methods, tools, and performance indicators.
• Lead, develop, and participate in knowledge-sharing initiatives to raise awareness and acceptance of service improvements, benefits, and understanding of potential risks incurred by inconsistencies.

Knowledge and Skills:

• Knowledge of Esri-based geospatial solutions, ArcGIS Portal, ArcGIS Online, ArcGIS Server, ArcGIS Image Server, GIS infrastructure, middleware, maintenance, services, applications, databases, monitoring, and tools.
• Knowledge of integrated networking technologies, Microsoft Azure, Oracle Spatial, MS Fabric, midrange server, enterprise storage, and personal computer system technologies.
• Service design principles, techniques, methodologies.
• Content strategy, inclusive writing, and user-centered design.
• Communicating complex information clearly.
• Government policies, standards, and legislation relating to digital service delivery.
• Journey mapping, user stories, information architecture, content auditing and evaluation, wireframing, prototyping, persona development, user research, and content testing.
• Managing multiple projects with attention to detail.
• Political acuity, collaboration, and relationship management.
• Agile product development tools and techniques.
• Analyzing analytics, feedback, and user research findings.

Successful candidates may choose to work at one of the following locations. Alternatively, work from home arrangements are supported.

1. 300 WATER STREET, NORTH TOWER, FLOOR 4, PETERBOROUGH, ONTARIO
2. 40 ST CLAIR AVENUE WEST, FLOOR 11, TORONTO, ONTARIO

Skills, Experience, and Skill Set Requirements:

IT Service Design Experience - 40

• Experience concurrently leading the design of solutions based on business analysis discovery outcomes, OPS standards, policies, and best practices.
• Experience guiding the development of new solutions and planning for long-term maintenance.
• Experience mapping the current state of multi-disciplinary service designs from a user-centered perspective and identifying opportunities for re-engineering service strategies, processes, methods, and practices.
• Experience supporting project and advisory committee presentations, providing service design advice and expertise, reports, and recommendations, and the coordination of testing, implementation, and post-implementation review planning.
• Experience with recognized service design principles, techniques, and methodologies in the following areas: user needs mapping, user research (exploratory and evaluative), stakeholder mapping, personas, customer journey mapping, collaborative design, prototyping, and service blueprinting.

Technical Experience - 35

• Experience supporting the design of Esri-based geospatial solutions, ArcGIS Portal, ArcGIS Online, ArcGIS Server, ArcGIS Image Server.
• Experience with multiple spatial and non-spatial databases/data management technologies.
• Experience supporting IT Infrastructure modernization, maintenance, and the development of new solutions (services, editing and data access tools, applications, databases, applications, etc.).
• Experience with Microsoft Azure infrastructure.

Communication Experience - 20

• Experience communicating technical concepts to lay audiences.
• Experience negotiating to achieve consensus.
• Experience developing and delivering presentations to provide knowledge-sharing and skill-building concerning standards, methods, and specific solutions for service design projects.
• Excellent oral and written communication skills to manage diverse business relations.
• Experience providing written and verbal instructions and advice to clients on re-engineering solutions.
• Experience preparing reports, and providing recommendations to senior management and clients, and ensuring documentation is clear for users who are not specialists in service design.

IT Public Sector Experience - 5

• Experience supporting IT discovery projects in the Public Sector.
• Experience navigating the public sector work units to efficiently and successfully engage with multi-discipline stakeholders.
• Experience supporting the discovery, and leading the design of new IT solutions within the public sector.

Must Haves:

• 5+ years of Service Design experience.
• Experience supporting the design of Esri-based geospatial solutions, ArcGIS Portal, ArcGIS Online, ArcGIS Server, ArcGIS Image Server.
• Experience with multiple spatial and non-spatial databases/data management technologies.

Nice to have skills:

• Experience with the OPS.