Service Design Analyst (Temporary Opportunity - up to 8 months)

Transport for NSW • Independence Charter Township, MI

2d • Hybrid

About The Position

You see the big picture, you’ve always worked on a grand scale, and now you’re ready to re-focus on grand impact.

Your innovative mindset is key to creating solutions to complex problems. Our systems drive our organisational success and underpin every journey our customers take. This is your opportunity to be part of an expert team who build and refine seamless technology experiences.

In this role, you'll:
Work as a Service Design Analyst, you will play a critical role in preparing RegStar products and platforms for ‘Transition to Operate’ by defining, structuring, and validating their service and product dimensions in line with ITIL service design standards.

Partnering closely with Product and Service Squad Leads, business stakeholders and technology teams, you will map how services and products are designed, supported, operated and governed once live. Your focus is to ensure that services are not only delivered, but are operationally ready, supportable and sustainable.

Working alongside Service Designers, architects, product owners, and operations teams, you will translate complex product, platform and delivery outputs into clear service definitions, service models, and transition artefacts that enable smooth handover into BAU operations.

Requirements

• At least 2+ years' experience in a service design, service management, service transition and/or service analysis role
• Strong understanding of ITIL Service Design and Transition to Operate concepts
• Experience defining service models, support models and operational readiness artefacts
• Experience working in large programs, platforms and/or regulated environments
• You are a structured, analytical and a service focused professional, you’re also methodical, tenacious, an influencer, and a great negotiator

Nice To Haves

• Understanding, and/or a background within an Agile working environment
• Experience working with ServiceNow
• Experienced within a cloud based/AWS certification or similar
• Experience using Jira and/or Confluence

Responsibilities

• Designing end to end service models and blueprints that map customer, frontline and operational touchpoints across all channels, while identifying service risks, gaps and readiness issues before transition
• Designing services for operability, supportability and resilience, defining support models, SLAs, escalation paths, and monitoring/reporting requirements
• Producing and maintaining Service Design Packages (SDPs)

Benefits

• You will get an opportunity to play a key role in Transition to Operate for a major government platform.
• You’ll help shape how services are defined, supported and governed post-delivery, and you’ll get to work alongside experienced service designers, product leaders and operations teams.
• The RegStar Program is a major transformation modernising the licensing and registration ecosystem.
• This role is critical in ensuring RegStar services are operationally ready, supportable and aligned to enterprise service standards before they transition into live operations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees