Our participants, Our people, Our purpose

Currently, there are around 4.3 million Australians with a disability. The National Disability Insurance Agency (NDIA) implements the National Disability Insurance Scheme (NDIS), which is one of the biggest social reforms in the country since Medicare. As an Agency, we support more than 600,000 participants with a significant and permanent disability, and the families and carers of those living with disability. For many Australians, this will be the first time they receive the disability support they need. The NDIA is designed to enhance the quality of life and increase economic and social participation for people with disability and will mean a peace of mind for every Australian.

A new role awaits

The NDIA currently have multiple roles in their Service Design Delivery Branch for EL1 Business Analysts, and EL1 Service Designers who are enthusiastic about a meaningful role that contributes to the NDIA’s objectives to build a world class Scheme. Join a team of talented people in a collaborative and supportive workplace.

The Service Design Delivery Branch is responsible for identifying opportunities to improve internal service delivery processes and systems to provide better experiences for participants. The branch aims to improve the participant experience by identifying process improvements, then designing and delivering solutions to make improvements.

Where you can add value

The EL1 Business Analyst is accountable under broad direction to undertake very complex work that delivers quality outcomes across the functions of the NDIA. The position will exercise a considerable degree of independence to engage in very complex problem solving and issues management within the functions.

Responsibilities of the role include but are not limited to:

• Identifying and documenting current business processes to create baseline understanding of current situation and processes.
• Creating and facilitating process design improvements by conducting business and systems process analysis.
• Providing program/stream level analysis and producing required analysis documentation.
• Providing expertise and supporting the Product Owner to elaborate user stories, acceptance criteria and process maps with the input from SMEs.

Our ideal candidate will have:

• Experience in analysing data, interpreting results, and producing reports using advanced statistical techniques.
• Overseeing and coordinating divisional and branch reporting to monitor, track, and drive improvement and performance outcomes.
• Lead the development of business functional requirements and resources, ensuring consistency with contractual, legislative, and policy environments.
• Lead the team in translating business metrics to inform and guide internal stakeholders on efficiency, improvement, and performance outcomes including mentoring other staff.

The EL1 Service Designer is accountable under broad direction to undertake very complex work that delivers quality outcomes across the functions of the NDIA.

Responsibilities of the role include but are not limited to:

• Leading, researching and identifying insights contributing to Agency understanding of information.
• Overseeing, creating and documenting current state service through design and research, to identify current participant and staff experience and business processes.
• Leading and managing process design improvements.
• Advocating for the voice and experience of participants and stakeholders through work processes.

Our ideal candidate will have:

• Proficiency in designing services and experiences that prioritise the needs and preferences of end users.
• Ability to conduct both primary and secondary research, including developing research plans and guides, conducting user research including interviews, surveys and workshops to gain insights into user pain points and opportunities.
• Creating user personas to represent different user groups and their characteristics.
• Skill in creating user journey maps to visualise and improve the user experience.

Your NDIA Experience

We work as one team. We are accepting, diverse and driven. We take a shared approach to making progress. We welcome and support each other and encourage different ideas, insights and opinions. We empower and enable each other to be our best. We collaborate, connect and work together to create a workplace that makes us proud. And while we're based far and wide across the country, we make sure nobody feels they are out on their own.

• You will work for a socially inclusive and culturally diverse workplace, that is making a meaningful impact to the lives of more than 600,000 Australians.
• Access to higher superannuation and above market leave entitlements
• Competitive remuneration and working conditions that support a positive work life balance

While this role is ideally performed from Surry Hills NSW, Geelong and Richmond VIC, and Brisbane QLD, remote working arrangements may be considered. We intend to fill this role in an ongoing capacity, however non-ongoing roles up to 12 months with the possibility of an may be offered.

Successful candidates will be required to undergo a pre-employment National Police History check, Worker Screening check and/or Working with Children Check (where required) and provide evidence of Australian Citizenship.

Applications for this role close 11.30pm, Monday 31 March 2025 AEDT

If you have any questions, please contact Michelle Phommasone on [[REQ - Contact officer phone]] or email SDD.operations@ndis,gov.au

With the exception of personal details, applications can NOT be edited or updated once submitted for consideration. Please make sure you are completely satisfied with your entire application before submitting.

NDIA is committed to supporting an inclusive and diverse workforce and welcomes and encourages applications from People with Disability (PwD), First Nations peoples, LGBTIQA+ people, people from Culturally and Linguistically Diverse backgrounds, Mature age workers, as well as young workers and supporting an inter-generational workforce and supporting gender equity and families. NDIA will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the inherent requirements of the role. If you require an adjustment to be made during the recruitment process (including alternate formats of the application form) or have an enquiry about the support provided, please contact DFP Recruitment on 1300 138 337 [email protected].

RecruitAbility applies to this position: The RecruitAbility scheme supports people with disability applying for jobs in the Australian Public Service (APS) by giving you a better opportunity to put forward your skills and experience during the selection process.

There are certain roles within the National Disability Insurance that may require mandatory vaccination, subject to government order or directive. Evidence may be required prior to commencement.