Position Overview The Service Designer will work with program, operational, policy, technical, security, accessibility, data, and delivery stakeholders to design and improve services delivered through an enterprise portal supporting multiple Government of Canada programs and services. The role will focus on understanding user and program needs, identifying common service capabilities, and supporting the onboarding of programs to a shared enterprise portal.

They will analyze service needs and translate discovery findings into service requirements, service models, user stories, operational improvements, and implementation-ready recommendations supporting client registration, identity management, application intake, document submission, correspondence, workflow automation, reporting, analytics and integration with enterprise systems.

Key Tasks and Responsibilities

- Facilitate discovery workshops, stakeholder interviews, service reviews and user-centred design activities to identify common service needs, reusable capabilities, onboarding requirements and opportunities for service improvement.
- Document current-state and future-state business processes, service journeys, operating procedures, and user interactions.
- Prepare business requirements, functional requirements, user stories, acceptance criteria, use cases, business rules, decision tables, and traceability records.
- Translate business needs into portal, workflow, case-management, integration, reporting, and data requirements across multiple technology platforms.
- Define requirements for external users, applicants, authorized representatives,



service providers, internal business users, and operational support teams.
- Analyze impacts on business processes, data flows, integrations, security, privacy, accessibility, bilingual services, records management, reports, and operational procedures.
- Support backlog development, prioritization, sprint planning, refinement, demonstrations, retrospectives, and release readiness activities.
- Develop acceptance criteria covering positive, negative, alternate, security, accessibility, bilingual, performance, and error-handling scenarios.
- Support data mapping, data quality review, migration planning, cleansing, validation, reconciliation, and business verification.
- Develop service blueprints, journey maps and related service-design artefacts supporting enterprise portal capabilities and the onboarding of multiple programs and services.
- Analyze common business capabilities, service patterns and program requirements to support adoption of shared enterprise portal services.

Qualifications and Skills

Experience

1. Recent and significant experience leading discovery, service design, business analysis, or requirements activities supporting complex digital services.
2.



Experience developing service journeys, process models, service blueprints, requirements, user stories, acceptance criteria, or related service-design artefacts.
3. Experience supporting enterprise or multi-program digital-service initiatives involving shared capabilities, service modernization, integrations, workflows, reporting, or onboarding of services.
4. Experience facilitating collaboration among business, operational, policy, technical and delivery stakeholders.

Asset Qualifications- Experience supporting enterprise portal solutions involving Microsoft Power Platform, Dynamics 365, cloud services, enterprise applications, or integrated business systems.

Knowledge of service design, business analysis, digital service delivery, and Government of Canada considerations related to accessibility, privacy, security, official languages, and records management.

Ability to analyze complex business and user needs, facilitate stakeholder engagement, and translate findings into practical service improvements and delivery artefacts.

Preferred Certifications

- Certified Business Analysis Skilled (CBAP)
- PMI Professional in Business Analysis (PMI-PBA)
- Agile Analysis Certification (IIBA-AAC)
- Certified ScrumMaster (CSM) or equivalent Agile certification
- Microsoft Certified: Power Platform Fundamentals (PL-900)
- Microsoft Certified: Power Platform Functional Consultant Associate (PL-200)
- Microsoft Certified: Dynamics 365 or Azure-related certifications

Security Clearance

Reliability security clearance

📌 Service Designer – Enterprise Portal and Digital Services (Toronto)
🏢 Cloud SynApps
📍 Toronto