Service Designer

Our team operates as a startup within the Department of IT, and our team members wear many hats. We are both driving the strategy and execution of core projects and defining the engagement model and services for the Maryland Digital Service. We use data and modern research, design, and development methods to inform our decision making, and we collaborate with stakeholders within and outside of government to understand and solve challenges.

Maryland is an incredible place to build a career. As an employer, the Department of IT values inclusion, integrity, innovation, empowerment, and hard work. We offer a collaborative work environment, comprehensive health care and benefits, and impactful real-world challenges to grow and excel. If you're interested in working with a passionate team of people who care about the future of Maryland, start here.

100 Community Place, Crownsville, MD

As a service designer, you will assist in delivering digital services to positively impact Maryland residents. The service designer will assist the Sr. Service Designer and Director of Digital Experience in talking to State agency stakeholders and the general public to assist in developing a comprehensive understanding of the given problem and begin to ideate potential solutions. You will participate in problem scoping, qualitative research, data analysis, ideation, prototyping and user testing activities as well as help plan and execute co-creation workshops with stakeholders.

Generate creative, bold solutions to public sector challenges.

Assist in human-centered design projects alongside a team of other innovators.

Assist in discovery sprints and user interviews to support solutioning. This includes both diagnostic research to understand why a service is not performing as expected, and formative initial research on user needs, business problems, market research to inform path forward. In conjunction with other designers, perform user research, designing a research plan, identifying methodology, recruiting and conducting user interviews, and developing customer journey maps.

Draft user journey maps to illustrate sentiment while accomplishing a goal.

Draft service design blueprints to illustrate a new solution.

Facilitate creation workshops with stakeholders. Prototype and test potential solutions in order to validate ideas and iterate.

Assist Sr. Service Designer and the Director of Digital Experience with vendor management.

May assist Sr. Service Designer and the Director of Digital Experience in drafting policies and procedures.

Education:   Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience: Six years of administrative staff or professional work. 

Notes:

1. Candidates may substitute 30 credit hours from an accredited college or university for each year up to four years of the required experience.

2. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university and two years of experience in administrative staff or professional work for the required experience. 

3. Candidates may substitute the possession of a Master's degree from an accredited college or university for five years of the required experience.

4. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules, regulations, policy, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher ranking commissioned officer on a year-for-year basis for the required experience.

Preferred Qualifications:

Experience designing in a bureaucratic environment such as an enterprise organization or in civic tech (state, local, federal, and non-profit organizations).

Two (2) years of experience in user experience (UX) design or a related field such as service design, product design or user experience research. 

Experience with user research and prototyping tools such as Figma, Miro, or Optimal Workshop.

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.

As an employee of the State of Maryland, you will have access to outstanding benefits, including: health insurance, dental, and vision plans offered at a low cost. CLICK ON THIS LINK FOR MORE DETAILS: STATE OF MARYLAND BENEFITS.

• Personal Leave - new State employees are awarded six (6) personnel days annually (prorated based on start date).
• Annual Leave - ten (10) days of accumulated annual leave per year.
• Sick Leave - fifteen (15) days of accumulated sick leave per year.  
• Parental Leave - up to sixty (60) days of paid parental leave upon the birth or adoption of a child.
• Holidays - State employees also celebrate at least twelve (12) holidays per year.  
• Pension - State employees earn credit towards a retirement pension.
• Positions may be eligible for telework.

Online applications are highly recommended. However, if you are unable to apply online, the paper application and supplemental questionnaire may be submitted to: 

Department of Budget and Management, Recruitment and Examination Division

301 W. Preston St., Baltimore, MD 21201. 

Paper application materials must be received in our office by the closing date for the recruitment. No postmarks will be accepted.

For questions regarding this recruitment, please contact the DBM Recruitment and Examination Division at Application.Help@maryland.gov or 410-767-4850, MD TTY Relay Service 1-800-735-2258.

We thank our Veterans for their service to our country.

People with disabilities and bilingual candidates are encouraged to apply.

As an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity.