Senior Business Analyst - Service Design

Victorian Government; Melbourne; Presencial; AUD 100 000 - 150 000; Tempo integral

Resumo da oferta

The Victorian Ombudsman in Melbourne seeks a senior Business Analyst / Service Designer to lead research with service users and staff, map current and future states, and translate insights into clear requirements and practical solutions.

Reporting to the CIO, you will drive service design, process improvement and governance, coach teams, and help deliver accessible, privacy‑aware public services. This is a high‑impact, public‑sector role focussed on fair outcomes.

Qualificações

• Substantial experience delivering service design and business analysis in a complex public sector environment.
• Strong user, staff and stakeholder research skills.
• Experience translating insights into clear requirements and solutions.

Responsabilidades

• Lead research with service users, staff and stakeholders.
• Analyse current and future state services and processes.
• Facilitate co-design of future-state services and ways of working.
• Produce artefacts: service blueprints, journey maps, personas, process maps.

Conhecimentos

Business analysis

Service design

Process improvement

Technology adoption

Stakeholder engagement

Ferramentas

Miro

Visio

Descrição da oferta de emprego

Location: Melbourne - CBD and Inner Metro suburbs

Reference: 466

About Us

The Victorian Ombudsman (VO) provides a free, independent, accessible and impartial service to the public. Our purpose is to ensure fairness for the public in their dealings with the Victorian public sector, to improve public administration, and engage within both public organisations, the government sector and the broader community. The Ombudsman Act 1973 (Vic) is the governing legislation.

The VO’s role is to ensure that the services of state and local government, and other public organisations are delivered in a fair and reasonable manner that is compatible with the Charter of Human Rights and Responsibilities Act 2006 (Vic) and that human rights have been taken into consideration in decision making.

Help design fairer, more accessible and effective public services for Victorians.

This is a senior, influential role combining business analysis, service design, process improvement and technology adoption. You will work with service users, operational teams, leaders, technical specialists and vendors to understand current performance, identify opportunities and translate complex business needs into practical requirements and deliverable solutions.

Reporting to the Chief Information Officer, you will help ensure redesigned services are accessible, inclusive, privacy-aware, viable and aligned with organisational strategy. You will also build capability across the organisation by coaching teams and championing consistent service design, business analysis and process improvement practices.

What you will do

In this role, you will:

• lead research with service users, staff and stakeholders through interviews, observations, workshops and document reviews
• analyse current-state services and processes, including hand-offs, exceptions, business rules and performance measures
• identify service barriers, bottlenecks, duplication, compliance risks and improvement opportunities
• facilitate the co-design of future-state services, processes, policies and ways of working
• produce high-quality artefacts including service blueprints, journey maps, personas, process maps and functional and non-functional requirements
• develop practical policy, process and technology options, including opportunities to eliminate, simplify, standardise or automate work
• establish measures, baselines and targets that connect improvement activity to measurable outcomes
• develop opportunity backlogs, options analyses, executive briefings, recommendations and business cases
• work with delivery teams, architects, developers and vendors to support implementation and adoption
• coach teams and strengthen service design, business analysis and continuous improvement capability across the organisation.

About you

You are an accomplished Senior Business Analyst, Service Designer or hybrid practitioner who can connect user needs, operational realities, statutory obligations and technical possibilities.

You will bring:

• substantial experience delivering service design and business analysis in a complex service, regulatory or public sector environment
• strong user, staff and stakeholder research skills
• demonstrated experience mapping current and future states and translating insights into clear requirements and solution designs
• confidence defining service, operational, staff and experience measures
• experience producing opportunity backlogs, options analyses, business cases and executive-level recommendations
• excellent facilitation, stakeholder engagement and communication skills
• the ability to influence without direct authority and navigate competing priorities
• experience coaching teams and working across business, technical and delivery functions
• an applied understanding of accessibility, privacy, information security, records, inclusion, human rights and information-management obligations.

Experience in Victorian Government, the broader public sector or an integrity, complaints, regulatory or oversight environment will be highly regarded. Familiarity with WCAG 2.1 AA, inclusive design, Agile or iterative delivery, Miro, Visio and automation assessment would also be advantageous.

This is an opportunity to shape services and ways of working that create meaningful public value. You will contribute to an organisation guided by fairness, impact and trust, with people at the centre of decision-making.

VO is an equal opportunity employer and is committed to providing an inclusive, accessible and safe work environment. We want to ensure all applicants and employees with disability are treated respectfully and equitably in all stages of the recruitment process.

We encourage job applications from people of all genders, ages, religions, disability, LGBTIQ and cultures, including Aboriginal and Torres Strait Islander people.

VO is committed to supporting our employees work and life balance commitments. All requests for flexible working arrangements will be considered in line with operational requirements.

Employment at the Victorian Ombudsman is subject to:

Applications close Monday 9 November 2026 at 11.59pm