The Aged Care Quality and Safety Commission (the Commission) was formed on 1 January 2019. We work to improve the lives of older people by maintaining the integrity of the aged care system. As the single independent regulator of Australian Government aged care services, we offer a variety of interesting and challenging jobs across most capital cities. It is an exciting time to join the Aged Care Quality and Safety Commission, with major reforms underway to improve aged care in Australia. You will be contributing to our role as the national regulator to safeguard and protect older Australians receiving aged care services. Service Design and Improvement The Service Design and Improvement Team are responsible for supporting the Commission to achieve its vision 'for older Australians to trust and have confidence that aged care services protect and enhance their safety, health and quality of life' through informed decision making, efficient prioritisation of solutions and human centric designed processes. The team drive the continuous maturity of the Commission's Regulatory Operating Model (ROM), and shapes the service experience for all end users, including staff, ensuring regulatory processes are efficient, human-centred, and compliant with legislation. The team collects and interrogates feedback and data, identifies challenges and opportunities, and utilises a prioritisation framework to work with key stakeholders to progress and resolve identified issues and drive improvements within the Commission. The team serves as a centre of excellence, supporting leaders across the Commission with high-quality insights and process designs ensuring that resources are focused on where they deliver the most value. Purpose of position Reporting to an Assistant Director, the Senior Business Process Analyst is a strategic advocate for service excellence, responsible for developing human-centred, end-to-end processes that drive operational efficiency and support the Commission in meeting its operational and legislative requirements. This role involves research, and utilises end-user feedback to build a robust, evidence-based understanding of the current state environment, identifying inefficiencies and opportunities for continuous improvement. The role contributes to the triage and strategic prioritisation of improvement ideas to support the Commission in meeting its operational and legislative requirements. The Senior Business Process Analyst collaborates with Commission stakeholders including policy, digital, and operational teams to work through identified challenges and co-design potential improvements. They ensure the delivery of human-centred, efficient processes that support the Commission to perform its regulatory role to uphold older people's rights under the Aged Care Act 2024 (the Act). The Senior Business Process Analyst works under limited direction of senior staff. They exercise initiative and make decisions based on judgement, skills and knowledge. Senior Business Process Analysts may manage staff. The key duties of the position include Human-Centred Service Design Conduct research and analysis, and collaborate with stakeholders, to identify inefficiencies and challenges, translating evidence into strategic recommendations that enhance the end-user experience. Facilitate co-design workshops and stakeholder engagement to develop innovative, inclusive, whole of Commission service solutions. Develop and maintain high-quality process maps, models, and documentation to support operational delivery. Provide expert advice on process improvement initiatives, ensuring alignment with Commission priorities and APS Experience Design Principles, and government mandates. Advocate for the needs of end users in design activities to ensure solutions comply with the Aged Care Act 2024 and promote the safety, health, wellbeing and quality of life for older people accessing aged care services. Cross-team Collaboration Ensure data and insights inform prioritisation discussions and decisions. Use process maps to understand impacts, interdependencies and potential unintended consequences. Drive continuous improvement by translating data, insights and recommendations from process maps into actionable change. Training and Education Build organisational capability by championing continuous improvement and human-centred design principles. Develop capability and promote best practice approaches across the Commission with regards to communicating improvement solutions to help teams define problems and propose viable solutions. Champion the ROM and promote consistent application and evaluation across regulatory, digital and business areas. Policy Translation & Prioritisation Investigate improvement suggestions with key Commission stakeholders to understand issues. Interpret and translate policy and legislative requirements into actionable service designs that improve the experience of the end user. Work closely with policy stakeholders to ensure improvements align with the ROM and legislative requirements. Maintain a central, transparent backlog of prioritised work to support planning and delivery sequencing. Ensure service solutions reflect government priorities and regulatory obligations while supporting operational effectiveness and customer-centred outcomes. Team Focus Areas Complex analysis: Conduct objective and systematic analysis to draw accurate conclusions based on evidence. Human-centred design: Ensure processes are designed around the needs and experiences of end users. Co-design solutions: Partner with stakeholders to develop shared solutions which improve efficiency and effectiveness. Stakeholder relationships: Develop and maintain productive relationships with internal and external stakeholders, fostering collaboration. Other duties, as required.
