Senior Business Analyst & Service Designer — Public Sector

Victorian Government; Melbourne; On-site; AUD 100,000 - 150,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Business analysis

Service design

Process improvement

Technology adoption

Stakeholder engagement

Tools

Miro

Visio

Job description

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.