Luxoft is a global leader in high-end software development.
Luxoft is looking for talents with a passion for technology & ready to create original solutions. Once on board, you are invited to expand your knowledge & skills, offering you a continuous learning experience helping you stretch your potential.
So if you’re enthusiastic by the idea of accessing cutting edge technology & innovation to make an impact, why don't you join us?
The Service Design Analyst will provide centralized design and business analysis expertise to assist the federated Service Teams to create and deliver services. The Service Design Analyst will have insight into how GCTO is organized, in-depth knowledge of the Service Management framework and understanding of the ServiceNow platform where services are ultimately on-boarded and made available to customers. In addition the Service Design Analyst must also be able to convey the overall objectives of the Service transformation, which are to improve customer experience and productivity while reducing end-to-end provisioning time and costs.
Main duties are to perform the following activities:
Engagement with the Service Owners within Group CTO to support Service Onboarding and Implementation activities:
- Provide on-boarding services to GCTO, enabling a seamless transition from products to services
- Drive the end-to-end service definition and design activities including SDP, Service Definitions, Support Agreements/models, Catalogue items, capturing results and producing related processes and documentation.
- Drive key decision points across design, features and functionality (includes decisions around service offerings, options, costs, SLAs and support model) in partnership with Service and Capability lines
- Act as key liaison between Service lines, Capability lines and Service implementation teams to deliver services and capabilities
- Act as business analyst in translating customer needs into functional requirements
- Build consensus between various teams to define solutions to improve end-to-end process ordering and fulfillment processes by leveraging automation and APIs
Engagement with Customers to Improve Customer Experience:
- Focus on the Customer Experience and delighting our customers
- Develop an engagement plan with “real” customers of the services to understand their current pain points and collect requirements
- Develop customer journey maps that will provide an improved and simplified end-to-end customer experience
- Drive requirements and process discussions across various groups of customers and stakeholders
- Establish continuous engagement with customers throughout the Service Design process
Service / Capability Implementation Framework:
- Leverage our standard framework to onboard Services and Capabilities to support the transformation from product to services
- Collaborate with the Service Design team to maintain and improve the framework
- Drive adoption of the Framework by all Service / Capability lines and monitor status of Service Transformation
Service Performance Management:
- Develop and provide Service Performance Metrics to monitor ongoing Service health from the consumer and service owner perspective
The opportunity to work in one of the most exciting areas in Infrastructure Technology within the Group CTO Service Management Office, Service Design Office (SDO) team.
The Service Design Office provides the governance, tools, processes and integration services required to transform from a technology product to a customer focused, service driven organization. The SDO administers the execution within the Service Management Program and GCTO Service/Capability Lines and provides ongoing governance to monitor performance and optimization with a constant focus on improving customer experience.
Group CTO Service Management Office, Service Design Office (SDO) team governs the execution within the Service and Capability Onboarding (SCO) Program by partnering and collaborating with the GCTO Service and Capability Lines to drive CtB transformations.
Our goal is to create a service oriented operating model and culture by utilizing skills, processes, capabilities, tools, and data to deliver valuable service offerings. These services highlight the customer experience as the key driver in a well-managed, efficient, commercial organization.
Service Design Office (SDO) is a seven member experienced team based out of New York, Raleigh, Zurich, Singapore where five members are mainly focusing on Service and Capability implementation. SDO team is currently under expansion as we want to establish “design competency center” in Poland and Raleigh to support the service transformation. Service Design Analyst will join the five members to focus on Service and Capability implementation. Service Design Analyst will be co-located with the Service Design implementation team in Warsaw.
Head of Service Design Office reports to Head of Service Management Office/ Enterprise Capabilities.
