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Service Design Lead/ Online Content Publisher

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A major consulting firm is in need of a Service Design Lead to develop the overall approach and process for developing an online content publishing model for a government agency. The SDL will develop process flows and lead the facilitation and coordination with client business stakeholders to gather and analyze data, work with the Publishing Model Assessment Lead, XR Candidiate and OEOM Management Team to develop and deploy the model.

The SDL should have experience with business process re-engineering engagements and developing process models. As part of the task, the candidate will capture, organize and analyze large amounts of data/information. Following the assessment, the SDL will develop the future state model and publishing model process.

The candidate should also have technical experience with a range of information technology and have the ability to recognize system constraints and requirements, particularly with content management systems. Preferred technical expertise includes Open Text, Drupal and other systems. The SDL should also have experience coordinating with technical staff including information architects, database analysts, developers and other personnel.

The SDL should also have the ability lead or co-lead workshops and sessions with stakeholders across a large organization. The candidate will also lead the development of all documentation and artifacts related to the publishing model.


· Manage the overall publishing model project and process

· Develop data gathering models related to web content publishing

· Conduct and facilitate sessions and workshops with stakeholders

· Lead assessments and analysis of data and define future state models

· Define and develop the business processes using UML modeling tools (e.g., Visio)

· Produce a range of material for the engagement, including executive briefings, diagrams, training material and communications

· Develop prototypes of service design models

· Develops requirements and documentation

· Ensure quality assurance on all work products

· Conduct training sessions with stakeholders on the model

· Provide recommendations on process measurement


· 5+ years Service Design and/or Business Process Re-engineering experience

· Experience with process modeling tools such as Visio or Omnigraffle

· 5+ years experience project management in IT or a related technical field

· Excellent written and oral communication skills

· Experience producing a range of material related to service modeling and online content, including governance-related artifacts

· Background in IT service management or service design is desired

· Bachelors degree

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