Overview
Alchemy Partners is an Australian-owned and led boutique consulting firm that partners with clients to improve business performance through better collaboration. We help clients navigate complex operating environments by bringing structure, clarity and practical insight to their most challenging problems.
We are seeking a Process Analyst / Operational Designer to support the operational design of a major government digital platform currently under development. This role focuses on ensuring the operational environment surrounding the platform is well designed, scalable and ready to operate, including service processes, workforce capability and support models.
About the Role
Working within a multidisciplinary delivery team, you will design the operational processes and service model required to support a new digital platform.
Key responsibilities may include:
* Designing operational processes for platform administration and internal service teams
* Defining transition points between automated system processes and manual operational processes
* Co-designing the support service model including service channels, escalation pathways and service levels
* Applying ITSM principles to support models spanning portal, API and helpdesk environments
* Developing workforce capability and training guidance, including role profiles, competencies and onboarding approaches
* Building a resourcing model for operational support, including peak demand, surge capacity and hypercare support
* Defining internal corporate service touchpoints required for operational readiness (HR, finance, continuity planning)
* Supporting the development of an Operations Coordination and Planning Framework
About You
You will bring experience designing operational processes or service models in complex delivery environments. You are comfortable working at the intersection of operations, technology and service delivery, translating operational needs into practical processes and service models.
You may bring experience in:
* Process analysis or operational design in government or highly governed environments
* Designing service models, operating models or support frameworks
* Business process modelling and service blueprinting
* Applying ITSM or service management practices
* Supporting operational readiness for digital platforms or systems
You are pragmatic, collaborative and comfortable working closely with delivery teams and operational stakeholders.
Security & Location
* This is a Canberra-based contract role
* You must hold a minimum Baseline Security Clearance
What We Offer
* Initial contract role with potential extensions
* Competitive hourly rate
* Opportunity to work on a complex, meaningful government program
* A professional, collaborative consulting environment that values clarity, quality and adaptability
How to Apply
Please submit your resume outlining your relevant experience and current security clearance status.