Senior Business Analyst / Service Design Lead – ACT Government (Contract) Start Date: ASAP – pending cleared Police Check Duration/End Date: 11/12/26 Pay Rate: $84.15/h Super (PAYG) Location: Canberra, ACT WFH/Onsite: Required onsite for the first 4 weeks. Flexible arrangements can be agreed thereafter, subject to work requirements. Ampersand is partnering with an ACT Government agency to source an experienced Senior Business Analyst / Service Design Lead for a temporary labour hire engagement supporting a significant period of organisational, service and operational change. This is a hands-on delivery role — not a facilitation or advisory-only position. You'll be expected to complete detailed analysis and design work end to end, working across people, process, service, technology, data, roles and governance to help translate approved organisational decisions into practical, implementable solutions. About the role You'll work closely with executives, managers, technical specialists, operational teams and corporate support areas to: Understand current-state processes, customer journeys, roles, decisions, systems and hand-offs through structured discovery, interviews and workshops Design practical future-state processes and service arrangements Translate business needs into clear requirements, business rules, user stories and acceptance criteria Define workflow states, routing rules, escalation triggers and decision points Identify process, system, data, workforce, governance and policy dependencies Define reporting and management information requirements with business owners Shape and prioritise improvement backlogs, and prepare work for system configuration, vendor delivery or internal implementation Support testing and user acceptance activities Work closely with an aligned Change Manager to ensure solutions can be implemented and adopted Maintain traceability from problem through to agreed solution, owner, benefit and delivery status What you'll bring Proven experience as a senior business analyst, service designer or process analyst, ideally in a government, statutory authority or regulated service environment Strong experience analysing complex operational processes and designing workable future-state solutions Ability to work across process, technology, people, data and customer experience — not just systems requirements Strong process-mapping, workflow-analysis and requirements-definition skills (user stories, acceptance criteria, business rules) Excellent stakeholder engagement, interviewing and facilitation skills, with the ability to work effectively from frontline staff through to executives Experience supporting workflow, service-delivery or case-management improvement Clear written communication and strong follow-through from discovery through to implementation support Desirable Experience in insurance, claims, superannuation, revenue, compliance, regulatory services or customer operations Experience with CRM, case-management or workflow platforms Experience in service design and customer journey mapping Experience supporting organisational design or target operating model implementation Experience working in environments with legislative decision-making, delegations, audit or formal controls Apply now or reach out to discuss further.
