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Open nowFirst seen 3 days ago

APS6 Service Designer

Softtest pays pty ltd3,273 open roles

Where
Australian Capital Territory, Australia
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Your applicationOpen nowAPS6 Service DesignerSofttest pays pty ltd · Australian Capital Territory, Australia

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Share of postings closed within
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  2. 4.5%3 days
  3. 12.1%7 days
  4. 19.1%14 days
  5. 35.6%30 days
  6. 52.7%60 days
This job: first seen 3 days ago

The posting

Australian Citizens residing in Australia only respond.

Job details

ACIC requires a Service Design Analyst to design end-to-end digital services for criminal intelligence systems that meet user needs while aligning to organisational capabilities, policies, analytics platforms and strategy. Applies human-centred design (HCD) methods – user research, persona development, journey mapping, service blueprinting and usability evaluation – to create services that are accessible, operationally viable and effective for intelligence practitioners and partner agencies.

Key duties and responsibilities

The Service Design Analyst will:

  • Plan and facilitate user research activities (contextual interviews, observation, co-design workshops, usability testing) with intelligence practitioners, operational police and partner agency users.
  • Synthesise research into personas, empathy maps, needs statements and insight reports for delivery and executive audiences.
  • Create current-state and future-state journey maps visualising end-to-end intelligence practitioner and user experiences across channels.
  • Develop service blueprints that explicitly link frontstage user experiences with backstage intelligence processes, data flows, systems and supporting capabilities.
  • Translate service blueprints into high-level requirements and epic/feature hierarchies for handoff to Business Analysts and delivery teams.
  • Collaborate with product owners, business analysts and architects to align services to organisational capabilities, technology products and intelligence platform strategy.
  • Co-design and prototype service concepts using iterative design sprints; test prototypes with users to validate assumptions before development commitment.
  • Conduct heuristic evaluations and usability testing; document findings, severity ratings and design recommendations.
  • Define and contribute to measurement of user satisfaction, service quality KPIs and accessibility compliance for designed services.
  • Ensure services comply with digital service standards, WCAG 2.1 AA accessibility requirements and inclusive design principles.
  • Develop and maintain service design artefacts including design histories, service patterns, interaction models and supporting EPMO governance documentation.
  • Contribute to benefits identification and outcomes measurement by linking design decisions to measurable user and business outcomes.
  • Maintain appropriate awareness of intelligence classification and information handling requirements relevant to user research and design activities.

Experience and Qualifications

The Service Design Analyst should possess:

  • Knowledge of analytics platforms, data visualisation and BI tools as service contexts
  • Experience with Visio, Figma, Miro or equivalent tooling
  • Service delivery and ITIL
  • Agile delivery experience (SAFe, Scrum, Lean UX)
  • Knowledge of Australian digital service standards and WCAG 2.1 AA accessibility
  • CBAP, IIBA certification or equivalent BA credential
  • Service Design, Human-Computer Interaction, UX Design or related discipline qualifications.
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