UST
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ust.com
Job details:
Role Description
Position Title
Senior Service Designer - ITSM & Developer Experience
We are seeking an energetic, execution-focused Senior Service Designer to join our ITSM and Modular Platform team. This role is central to improving the experience of software developers by embedding ITSM processes into a Modular Platform that supports the entire product development lifecycle.
You will lead research efforts, identify developer pain points, and design seamless services that reduce friction, streamline processes, and enhance productivity, quality, and innovation. Your work will help transform ITSM from a compliance-driven function into a developer-centric enabler, with a strong focus on delivering measurable results.
Summary Of Primary Responsibilities
Developer Experience Research: Conduct in-depth research to understand the daily challenges developers face in product development, using qualitative and quantitative methods.
Service Design & ITSM Integration: Translate ITSM processes into intuitive, modular services that integrate naturally into developer workflows and platform architecture.
Design Thinking & Agile Collaboration: Apply design thinking practices to co-create solutions with developers and platform teams. Work within agile squads to iterate and deliver impactful services.
Data-Driven Decision Making: Use data and insights to guide service design decisions, ensuring outcomes are aligned with developer needs and business goals.
Platform Experience Strategy: Define and evolve the developer experience strategy for the modular platform, focusing on reducing context switching, tool complexity, and process overhead.
Stakeholder Engagement: Collaborate with engineering, ITSM, product management, and platform teams to align service design with technical feasibility and strategic priorities.
Drive Data Driven Value Mapping Using Engineering Performance Metrics
- Track, analyse, and interpret DORA metrics to evaluate software delivery performance.
- Monitor key indicators including Deployment Frequency, Lead Time for Changes, Change Failure Rate, and Mean Time to Recovery (MTTR).
- Use insights to identify bottlenecks, improve flow efficiency, and communicate delivery performance trends to stakeholders.
Design, Build and Support DevOps Enabled Workflows
- Apply a solid understanding of API-driven integrations between ITSM platforms (e.g., ServiceNow) and CI/CD tools (e.g., Jenkins, GitHub Actions).
- Design automated workflows that create, update, and close and update ServiceNow records without manual intervention.
- Promote and support Infrastructure as Code (IaC) practices to ensure consistency, governance, and automation across environments.
Improve Developer Experience Through Service Blueprinting
- Map and analyse the end to end developer journey to identify pain points and workflow inefficiencies.
- Design seamless, low friction experiences that keep developers focused on coding rather than administrative tasks.
- Ensure CI/CD pipelines automatically generate required ITSM information, reducing manual effort and improving compliance.
Provide Risk and AI Governance Through Algorithmic Oversight
- Define and maintain the risk parameters and decision criteria used by AI/automation in the change management process.
- Document and communicate the decision logic to auditors, ensuring transparency and regulatory alignment.
- Ensure AI driven approvals and assessments remain aligned with organisational risk appetite and governance standards.
Design Shift Left Governance and Standardised Change Models
- Create and maintain pre approved Standard Changes based on measurable criteria (e.g., test coverage thresholds, security scan results).
- Embed governance controls within the development pipeline to enable automated change approvals.
- Reduce reliance on manual CAB reviews by implementing rule based, automated change discovery and risk evaluation mechanisms.
Summary Of Skills Required
Data-Driven Value Mapping - Skill: Proficiency with DORA Metrics.
In a CI/CD World, Success Is Defined As The Speed And Stability Of The Service As Opposed To Solely Closing a Ticket. This Will Be Achieved Through The Ability To Track, Analyse And Interpret Metrics To Determine
- Deployment Frequency: How often we ship code.
- Lead Time for Changes: How long from code to production.
- Change Failure Rate: How often we break things.
- MTTR (Mean Time to Recovery): How fast we fix things.
Technical Literacy (The "DevOps Fluency") - Skill: Understanding API-driven workflows and CI/CD pipeline to design services around it.
Knowing how an ITSM tool (ServiceNow) can "talk" to a CI/CD tool (like Jenkins or GitHub Actions) via webhooks to automatically open, update, and close change tickets. Key Concept: Familiarity with "Infrastructure as Code"
User Experience (UX) for Developers: Skill - ability to undertake service Blueprinting for internal teams.
Mapping the developer's journey to design a frictionless experience to auto-populate multi-field ITSM forms through the pipeline as opposed to developers leaving their coding environment to manually fill these out.
Risk Model and AI Literacy: Skill - ability to exercise Algorithmic Oversight .
The candidate needs to be able to define the "Risk Parameters" that an AI uses. They need to be able to explain to auditors why the AI approved a change and ensure the logic aligns with business risk tolerance
Shift-Left Governance Design: Skill - Designing "Standard Changes" that are pre-approved to support Policy Orchestration.
The candidate needs to define the specific criteria (e.g., "If test coverage is >90% and security scan is green, the change is pre-approved"). The Goal: Moving from manual Change Advisory Boards (CAB) to Automated Change Discovery.
What Your Background Looks Like
5-8 years of proven experience[EJ1] [OB2] in service design, UX research, or developer experience roles.
Strong understanding of ITSM frameworks (e.g., ITIL) and their application in modern software development environments.
Proficiency in design thinking, journey mapping, and service blueprinting.
Familiarity with agile methodologies and working in cross-functional teams.
Excellent communication, facilitation, and stakeholder management skills.
A mindset that questions the status quo, seeks continuous improvement, and advocates for developer-centric solutions.
Strong product mindset, with a focus on delivering value and usability.
Results-oriented, with a bias for action and a focus on execution.
Ability to analyze data and developer feedback to drive decisions that improve experience and outcome
Skills
devops,dora metrics,service design,itsm,ITIL
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