JOB
Together, we innovate for a stronger Colorado
The work of employees at the Governor's Office of Information Technology (OIT) is challenging and diverse because the needs of agencies, customers and Coloradans constantly evolve. But our focus never changes: improve the lives of all Coloradans through innovation and collaboration. We're building one of the nation's leading government IT organizations by reimagining how we support agencies, building first-of-their-kind applications, and creating an inclusive, collaborative culture, together. Join us in the important work of providing equitable access to services.
Watch this video to learn more about how we're Serving People. Serving Colorado. EXAMPLE OF DUTIES
IMPORTANT NOTE: Please review your application to ensure completion. For the most equitable applicant experience, OIT’s hiring team considers only the contents of your application to review your qualifications. Please do not include any attachments (such as resume or cover letter) with your application as these items are not used by OIT’s hiring team.
The Colorado Governor's Office of Information Technology is in the middle of a transformation worth joining. We're building cross-functional pod teams that partner directly with agencies to design, deliver, and continuously improve services that work for Coloradans. Good government depends on technology that works, and OIT exists to make that true for every Coloradan. The State of Colorado is seeking a Sr Service Designer to help build the next generation of public services. We're looking for people who want to do the best work of their careers in the service of the public.
This role is scoped to service design, not UI/UX or visual design. The Service Designer conducts user research with real constituents and staff, maps current and future state services and processes spanning both digital and non-digital channels, and produces the artifacts that become the foundation for the Product Manager's backlog. The work happens upstream of solutions, not alongside them.
What you'll do:
Plan and conduct qualitative interviews, contextual inquiry, and usability testing with constituents and agency staff.
Organize and analyze research findings into coherent, decision-enabling insights rather than raw data dumps.
Produce journey maps, service blueprints, and current/future state diagrams to a professional standard.
Map current and future state services spanning both digital and non-digital channels.
Create design artifacts that are clear to non-designers and can be used immediately by Product Managers and Delivery Engineers.
Define problem spaces from user evidence before any solution is proposed.
Translate research findings into persona definitions, user stories, and backlog inputs for the agile development pod.
Run workshops with agency staff that surface real process pain points and service gaps.
Collaborate with the Product Manager to align research findings with mission priorities.
Create low-fidelity prototypes of a service (such as new scripts, task flows, or physical environment mockups) to test with users before full-scale implementation.
Run iterative tests on proposed solutions—not just research on the problem space—to validate that a design actually solves the identified issues.
Identify how the success of a service will be measured at scale (e.g., reduced call volume, increased completion rates, or cost savings).
Leverage web analytics, CRM data, or survey statistics to provide a broader context for qualitative findings.
Assist the pod team and agency leadership with the planning and timing of service improvements to ensure they are operationally feasible.
Consider how AI, automation, and emerging technology may affect the services being designed, identifying opportunities and risks from a constituent experience perspective and surfacing findings to the pod and agency leadership.
What you bring:
Knowledge of user research methods, including qualitative interviews, contextual inquiry, usability testing, survey design, and analysis of findings for a non-research audience.
Knowledge of service design methods, including service blueprinting, journey mapping, current/future state process mapping, and stakeholder ecosystem mapping.
Knowledge of, or the ability to quickly understand, how state agencies deliver services to constituents across digital and non-digital channels, the constraints they operate under, and where service failures commonly occur.
Knowledge of Agile and product development sufficient to translate research findings into user stories, personas, and backlog inputs.
Understanding of how varied populations interact with government services, with specific consideration for individuals requiring language assistance, those with disabilities, and people facing digital limitations.
Ability to define a problem space from user evidence before any solution is proposed.
Ability to build trust with constituents and frontline workers quickly enough to get honest, usable research.
Ability to resist pressure to skip discovery and jump to solutions. Hold space for research even when stakeholders already think they know the answer.
Ability to translate constituent and staff experience into language that motivates action from agency leadership and IT teams.
Ability to work comfortably in ambiguous, early-stage problem spaces without a defined product or system to react to.
Ability to scope research appropriately by producing just enough artifact to enable the next decision, not exhaustive documentation for its own sake.
Ability to operate in a variable capacity role, recognizing that work is most intensive in discovery phases.
SUPPLEMENTAL INFORMATION
If this posting indicates “remote from anywhere in CO” in the title, periodic reporting to the primary state work location designated for the position is required. All remote work must be performed in Colorado.
While candidates from out of state will be considered for this role, the candidate selected for the position must relocate and reside in Colorado on the first day of their new position. A reasonable timeframe for relocation will be established on an individual basis, while considering business needs, and determining a start date.
We know it's important to support each other, and that means having a healthy balance of work and personal time. Visit our benefits to learn more about some of our great offerings that allow us all to have fulfilling lives.
Visit our How to Apply webpage to learn more about our application process and what to expect after you apply.
The State of Colorado strives to create a Colorado for All by building and maintaining workplaces that value and respect all Coloradans through a commitment to equal opportunity and hiring based on merit and fitness. The State is resolute in non-discriminatory practices in everything we do, including hiring, employment, and advancement opportunities.
The Governor's Office of Information Technology is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADA Coordinator at OIT_HR@state.co.us or call (303) 764-7900.
This posting may be used to fill multiple vacancies based upon business need.
The Governor's Office of Information Technology does NOT offer sponsored Visas for employment purposes.