Service Designer Connectivity - Networking Products Services

Service Designer Networking Products Services Customer Journeys, ITIL, LANWLAN, Personas Requirements Purpose Design end-to-end customer experiences for networking products and managed network services including LANWLAN, mapping journeys and defining operational processes using ITIL to ensure reliable delivery, support, and measurable customer outcomes. Core responsibilities Map and analyze customer journeys for networking services sales onboarding deployment day to day operations incident resolution upgrades renewals, explicitly covering LAN and WLAN use cases site surveys, wireless design, capacity planning, roaming, AP placement, client onboarding. Create service blueprints linking customer touchpoints portals, field engineers, NOC, account teams to backstage network components routers, switches, controllers, access points, SD WAN, firewalls, OSSBSS, CMDB, and vendorcarrier integrations. Define personas IT admin, network engineer, site manager, end user, field technician, MSP partner with needs, success criteria, tech proficiency, and constraints; capture functional and non functional requirements per persona throughput, latency, roaming, security, compliance, SLAs. Translate journey and persona insights into clear product and operational requirements: topology and capacity specs, WLAN design parameters, installation and cabling requirements, authentication and security 802.1X, PSKs, telemetry and monitoring requirements, automation touchpoints, and handover acceptance criteria. Embed ITIL practices incident, problem, change, release, request, and service level management into service design; specify SLAsOLAs, escalation paths, runbooks, and KPIs availability, MTTR, change success, client connectivity rates. Prioritize service improvements and new offerings by business value, operational cost, and technical feasibility; define managed service tiers and associated service catalog entries. Produce operational artifacts: site survey templates, WLAN heatmap requirements, installation checklists, service blueprints, SLA definitions, runbooks, RACI matrices, and implementation roadmaps. Facilitate co creation workshops, stakeholder alignment, customer validation, and post incident reviews; coordinate handoffs across product, engineering, NOC, field ops, and support. Use telemetry, incident trends, and CX metrics to drive continuous improvement and requirement updates. Skills experience Strong networking domain knowledge: LAN switching, WLAN design and operations, routing, SD WAN, VPN, security, and vendor ecosystems Aruba, Cisco, Juniper, Ruckus, etc.. Practical ITIL v34 experience applied to networked services. Experience defining personas, eliciting requirements, and converting them into technical specs and acceptance criteria. Familiarity with OSSBSS, NMSEMS, CMDB, ticketing ServiceNowJira, and automationorchestration tools. Ability to synthesize telemetry and qualitative research into prioritized roadmaps and measurable SLAs. Excellent stakeholder facilitation and cross disciplinary communication. Typical deliverables Persona documents and customer journey maps including LANWLAN scenarios Network and WLAN service blueprints and site survey templates Detailed requirements topology, capacity, security, roaming, telemetry and acceptance criteria SLAOLA definitions, runbooks, installation checklists, and change windows Service catalog entries and managed service tier definitions Post incident RCAs, metrics dashboards availability, MTTR, client success rates, and continuous improvement roadmaps Success criteria Measurable improvements in WLANLAN reliability, fewer client connectivity incidents, and reduced MTTR Higher customer satisfaction CSATNPS and fewer escalations Clear, testable requirements and smooth handoffs from design to deployment and run Reduced change related outages and improved change success rates