Service Design Specialist

The Service Design Specialist will engage with VA leadership (i.e., VACO, OIT, VEO, and contact center leaders) to help define the vision and roadmap for consolidating VA contact centers, with clear milestones. Using the Magnify HCD framework, the specialist will produce current state documentation and artifacts. The role involves supporting the creation and delivery of key project artifacts under the guidance of senior team members, detailed documentation of current processes, data analysis, and coordination of project phases using the Magnify/HCD rapid discovery approach. Assist in the documentation and cataloging of core, supporting, and center-specific processes to develop the Business Process Hierarchy (BPH) Model. Support the creation of Current State Value Stream Maps to visualize workflows, cycle times, and identify bottlenecks and inefficiencies. Help in the development of Current State Service Blueprints, mapping frontstage and backstage interactions for high-volume call and digital scenarios.