Senior Business Analyst / Service Design Lead – ACT Government (Contract)
Start Date: ASAP – pending cleared Police Check
Duration/End Date: 11/12/26
Pay Rate: $*****/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
Solid 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.

📌 Business Analyst (Canberra)
🏢 Ampersand
📍 Canberra