Senior Business Analyst - Service Design

About the role

The Victorian Ombudsman is seeking a Senior Business Analyst, Service Design to lead evidence-based analysis and the design of services, processes, ways of working and technology-enabled improvements across the organisation. Reporting to the Chief Information Officer, the role combines business analysis, service design, process improvement and technology adoption, and works with service users, operational teams, leaders, technical specialists and vendors. It is based in Melbourne.

Key responsibilities

• 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 barriers, bottlenecks, duplication, compliance risks and improvement opportunities.
• Facilitate co-design of future-state services, policies and ways of working, producing service blueprints, journey maps, personas, process maps and requirements.
• Develop policy, process and technology options, including simplification, standardisation and automation.
• Establish measures, baselines and targets, and build 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 build capability in service design, business analysis and continuous improvement.

Required profile

• Substantial experience delivering service design and business analysis in a complex, regulatory or public sector environment.
• Strong user, staff and stakeholder research skills, and experience mapping current and future states into clear requirements and solution designs.
• Experience producing opportunity backlogs, options analyses, business cases and executive recommendations.
• Excellent facilitation, stakeholder engagement and communication skills, and the ability to influence without direct authority.
• Applied understanding of accessibility, privacy, information security, records, inclusion, human rights and information-management obligations.
• Experience in Victorian Government, the public sector, or an integrity, complaints, regulatory or oversight environment is highly regarded.

Required skills

• Desirable: familiarity with WCAG 2.1 AA, inclusive design, Agile or iterative delivery, Miro, Visio and automation assessment.

Applications close 9 November 2026 and require a one-page cover letter and a resume of no more than five pages.