Senior Business Analyst - Service Design

Victorian Ombudsman; Melbourne; On-site; AUD 110,000 - 160,000; Full time

Job summary

The Victorian Ombudsman invites applications for a Senior Business Analyst, Service Design to lead evidence-based analysis and design across services, processes and technology-enabled improvements.

Reporting to CIO, you will work with service users, operational teams and vendors to translate complex needs into actionable requirements and measurable outcomes, coaching teams in service design and continuous improvement.

Qualifications

• Extensive service design and business analysis experience in complex public sector settings.
• Strong user, staff and stakeholder research skills.
• Ability to map current and future states to clear requirements.
• Experience producing executive-level recommendations and business cases.
• Knowledge of accessibility, privacy, information security and human rights obligations.

Responsibilities

• Lead research with users, staff and stakeholders via interviews and workshops.
• Analyse current-state services, hand-offs and performance measures.
• Identify barriers, bottlenecks and improvement opportunities.
• Co-design future-state services, processes and policies.
• Produce artefacts: service blueprints, journey maps and requirements.
• Coach teams and advance continuous improvement across the organisation.

Skills

Service design

Business analysis

Stakeholder research

Facilitation

Coaching teams

Influence

Tools

Miro

Visio

Job description

Senior Business Analyst - Service Design

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.

About the role

We are seeking an experienced Senior Business Analyst, Service Design to lead evidence-based analysis and the design of services, processes, ways of working and technology-enabled improvements across our organisation.

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.

Please review the position descriptionfor full details.

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: