Position Title – Service Owner

Location – Edmonton, AB

Year of experiene: 8+ Years

Roles, Responsibilities and Qualifications

Role Description

A Service Owner works closely with the program area to manage the work related to government services.

A Service Owner makes sure the necessary business processes are followed, including assisting the agile team as problems arise and determining budget allocation for the different stages of work related to government services.

A Service Owner monitors and reports on the benefits and progress on projects. They share responsibility for ensuring success of projects with the program area.

A Service Owner conducts user research (i.e. human-centred and service design research) and understands modern IT development practices (e.g. Agile, DevOps, Continuous Development). They provide planning expertise as well as project leadership. They also recommend and implement changes to existing or new initiatives/projects/programs and manage development of digital products in support of these.

Responsibilities

a) Provides solutions for core challenges and problems, and creates opportunities based on data and evidence.

b) Determines the future goal of projects (“ service vision”).

c) Participates in field work and user research as part of a cross-functional agile team.

d) Advocates for user needs, along with other members of a cross-functional agile team.

e) Understands the different phases of service delivery and is able to contribute to, plan, and manage these stages.

f) Ensures delivery of a successful product or service.

g) Manages competing interests.

h) Manages a service, product, or process through the delivery phases, including ensuring improvement of the service, product or process over these phases where possible.

i) Ensures the project will meet user needs and are accessible to all users.

j) Prioritizes user stories for each work sprint, and accepts user stories when complete (“definition of done”).

k) Provides a connection between multidisciplinary business areas and stakeholders.

l) Manages communication to improve transparency, share information, and set expectations.

m) Ensures compliance with policies and procedures and completion of all necessary documentation.

n) Focuses on achieving outcomes such as measurable improvements to employee experience, costs savings, or red tape reduction.

o) Accepts work as done and approves milestone delivery by service providers and vendor teams.

p) Ensures the necessary business processes are followed and participates in managing projects, including acting as a point of escalation for delivery teams.

q) Identifies and mitigates risks.

r) Communicates the benefits and status of the projects.

s) Maximizes use of the digital service.

t) Shares responsibility for the successful completion and continuous improvement of the service, product or process with the program area.

u) Other responsibilities as required or requested.

Qualifications

a) Experience with negotiating and navigating complex organizational contexts (10,000 employees or greater).

b) Experience with behavioural methods of understanding user needs.

c) Experience working as a program lead, project lead, or similar role with accountability for delivery.

d) Experience with agile projects in or for a public sector organization.

e) Experience with software development (including desktop client, web, mobile applications, or other digital channels such as voice).

f) Experience with UX and design best practices.

g) Experience with agile software development methodologies and digital service delivery.

h) Experience with agile product management tools (e.g. Jira, Trello, Taiga).

i) Experience with financial management, including the ability to develop an agile business case and plan and manage financial costs over the course of the project.

j) Experience planning different project stages, including recruiting users for research, co-design, and usability testing activities.

k) Experience in organizational design, change management, and engagement.

l) Experience developing and maintaining working relationships with multiple clients and stakeholders, including negotiating agreements and resolving conflicts.

m) Industry-recognized product owner certification.

Job Type: Full-time

Schedule:

• 8 hour shift
• Monday to Friday

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