Archesys is a technology firm specializing in innovative cloud solutions and services for clients across various industries. We pride ourselves on our cutting-edge technologies, exceptional customer service, and collaborative work environment. We seek a skilled IT Service Design Researcher to join our team.

This is a fully remote, full-time position.

Summary:

The IT Service Design Researcher plays a crucial role in understanding the needs and experiences of end-users and stakeholders to drive the design and improvement of IT services. This position will conduct research, gather insights, and translate findings into actionable recommendations for enhancing the overall user experience and service delivery.

Key Responsibilities:

Research Planning and Execution: Design and conduct qualitative and quantitative research studies, including interviews, surveys, focus groups, usability testing, and data analysis.

User Needs Analysis: Identify and document user needs, pain points, and expectations related to IT services through various research methods.

Journey Mapping: Create detailed service journey maps that illustrate the user experience across different touchpoints and interactions with IT services.

Insight Generation: Analyze research data to uncover meaningful patterns, trends, and insights that inform service design decisions.

Stakeholder Collaboration: Work closely with service owners, IT teams, and business stakeholders to gather requirements, validate assumptions, and ensure alignment with organizational goals.

Service Design Recommendations: Develop data-driven recommendations for improving existing IT services, designing new services, and enhancing the overall user experience.
Prototype and Test: Collaborate with designers to create service prototypes and conduct usability testing to evaluate the effectiveness of design solutions.

Communication and Reporting: Present research findings, insights, and recommendations to stakeholders in a clear and compelling manner through reports, presentations, and workshops.

Continuous Improvement: Monitor the performance of IT services and user satisfaction levels to identify areas for ongoing improvement and optimization.

Qualifications:

Education: Bachelor's or Master's degree in a relevant field such as Human-Computer Interaction (HCI), User Experience (UX) Design, Service Design, or a related discipline.

Experience: 3+ years of proven experience in conducting user research, analyzing data, and developing actionable insights. Experience in IT service management or a related field is a plus.

Skills:
Strong research skills, including qualitative and quantitative methods.
Proficiency in user research tools and techniques (e.g., interviews, surveys, usability testing).
Ability to analyze and interpret complex data sets.
Excellent communication and presentation skills, both written and verbal.
Strong interpersonal and collaboration skills.
Familiarity with service design principles and methodologies.
Understanding of ITIL or other IT service management frameworks is beneficial.
Proficiency in Microsoft Office Suite or equivalent.
Proficiency in Mural, Jira, Confluence ect....

All work must be conducted within the U.S., excluding U.S. territories. Some federal contracts require U.S. citizenship to be eligible for employment.

You must be legally authorized to work in the U.S. now and in the future without sponsorship.

As the US Government is our clientele, you may be required to obtain a public trust or security clearance.

Some of our available roles are on federal contracts that require a degree or additional years of experience as a substitute. ‍
As a IT Service Design Researcher, you will design, develop, and deploy secure and scalable cloud-based infrastructure and applications. The ideal candidate will be able to work independently and collaboratively with cross-functional teams to ensure our cloud environment's security, stability, and efficiency.

What We Offer

Competitive salary and benefits package, including health, dental, and vision insurance, retirement plan, and generous paid time off.
Opportunity to work with a talented team of professionals on exciting and innovative projects.
Flexible work arrangements, including remote work options.
Continuous learning and development opportunities, including access to training resources and professional development programs. A collaborative and inclusive work environment that values diversity and encourages growth.

Join us at Archesys and be part of a team dedicated to delivering cutting-edge cloud solutions for clients in the public sector. Your expertise and passion for technology will help us continue to innovate and grow. We look forward to welcoming you to our team and supporting your success as a IT Service Design Researcher.

Archesys participate in E-Verify. Upon hire, we will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Archesys is an equal opportunity employer committed to creating a diverse and inclusive workplace. We welcome applications from all qualified candidates, regardless of race, color, religion, sex.