About the Aged Care Quality and Safety Commission
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.
Meet some of our people and learn more about the Commission and our Regulatory Strategy on our website https://www.agedcarequality.gov.au
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.
Position Duties: 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
Position Eligibility Requirements:
* Understanding of process improvement methodologies, such as LEAN and Six Sigma.
* Experience in process modelling tools and methodologies, including BPMN2.0.
* Well-developed analytical and problem-solving skills.
* Ability to translate complex data into clear, actionable recommendations that drive process improvement and enhance end user outcomes.
* Visual storytelling and data presentation skills to assist decision-making.
* Agile mindset with the ability to adapt to changing priorities and environments.
* Strong leadership skills and a culture of collaboration and outcome delivery.
* Experience in mixed-methods research, with a strong focus on inclusive engagement and preparing evidence-based insights.
* Strong written and oral communication and facilitation skills including the ability to negotiate
* Understand and actively demonstrate the APS Code of Conduct and Values.
* Relevant tertiary qualifications or professional certifications in research, process improvement and visual storytelling are desirable.
Position Notes:
* Salary offered will be between $96,503 - $108,869 per annum depending on skills and experience. In addition, 15.4% superannuation will be paid.
* Only candidates who hold Australian citizenship can apply. Appointment is conditional on successfully completing a national police check. For more information, please visit https://www.apsc.gov.au/citizenship-aps
* Non-ongoing opportunity will be offered for an irregular/intermittent term. Opportunities will be offered for varying periods up to 12 months with the option to extend to a total of 24 months.
* Merit Pool established through this selection process may be used to fill this or future ongoing or non-ongoing vacancies.
In your application, please provide statement of claims against the position eligibility requirements (selection criteria) in no more than 700 words, including what strengths you would bring to the role, and a copy of your CV (up to 3 pages maximum).
Please complete the application and submit by 27 February 2026 at 11:30 PM AEST.
* Follow our guidelines for candidate use of Artificial Intelligence (AI) throughout the recruitment process.
* Please contact our recruitment team on (02) 9633 3262 or recruitment@agedcarequality.gov.au for assistance with accessing our website or with lodging your application.
Specific questions about the roles can be directed to Romaine Pirotta by emailing romaine.pirotta@agedcarequality.gov.au with Position title in the subject line.
Diversity and Inclusion
The Commission is committed to fostering a workplace with flexible work arrangements to support a diverse, respectful and inclusive culture for all staff.
The Commission recognises the richness of Aboriginal and Torres Strait Islander cultures and is committed to the implementation of our Reconciliation Action Plan. The Commission values the unique knowledge and experience of Aboriginal and Torres Strait Islander employees which strengthens and supports our focus on protecting and enhancing the safety, health, wellbeing and quality of life of aged care consumers.
RecruitAbility applies to this vacancy. Under RecruitAbility you will be invited to participate in further assessment activity for the vacancy if you choose to apply under RecruitAbility; declare you have a disability; and meet the minimum requirements for the position. For more information, visit https://www.apsc.gov.au/recruitability.
We provide reasonable adjustments such as access, equipment or other practical support at relevant stages of the recruitment process. Please email recruitment@agedcarequality.gov.au if you need any adjustments made.
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