Conduct in-depth research using qualitative and quantitative methods to understand the daily challenges developers face throughout the product development lifecycle;
Translate ITSM processes into modular, intuitive services that integrate naturally with developers' workflows and platform architecture;
Apply design thinking practices to co-create solutions with developers and platform teams;
Work within agile squads to iterate, evolve, and deliver high-impact services;
Use data and insights to guide service design decisions;
Define and evolve the developer experience strategy for the modular platform, focusing on reducing context switching, tooling complexity, and process overhead;
Collaborate with engineering, ITSM, product management, and platform teams to align service design with technical feasibility and strategic priorities;

Proven experience in Service Design, UX Research, or Developer Experience;
Strong knowledge of ITSM frameworks such as ITIL;
Proficiency in design thinking, journey mapping, and service blueprinting;
Familiarity with agile methodologies and experience working in cross-functional teams;
Excellent communication, facilitation, and stakeholder management skills;
Strong product mindset;
Proactive, action-oriented profile;
Ability to analyze data, metrics, and developer feedback to support decision-making.

Senior Service Designer

Key skills