Service Improvement Analyst

Department: Enterprise Performance Group; Chief Operating Officer Portfolio 

Salary: UOM 7 – $109,093 – $118,091 p.a. plus 17% super 

• Support service innovation / Enhance university-wide experiences / Apply diverse improvement methodologies 

• Apply now to spearhead continuous improvement  

• Brilliant benefits and a flexible hybrid work environment!  

About the role 

As the Service Improvement Analyst (Research Projects), you will help design, evaluate and improve research services, processes and experiences. Working with stakeholders, you will apply service improvement methods to address challenges in operations and contribute to frameworks, resources and training that enable ethical, compliant and efficient research.  

Your responsibilities will include: 

• Apply and advocate for service improvement methodologies (e.g., Lean, Six Sigma, BPM) to processes and workflows.  

• Collaborate with stakeholders to map current/future states, identify pain points and codesign solutions.  

• Support problem framing; gather and analyse qualitative and quantitative data; define performance measures; and identify opportunities to reduce inefficiencies in research services.  

• Contribute to frameworks, resources and training that build capability and support continuous improvement.  

• Gather and consolidate information from internal and external sources to inform requirements and best practice. 

Who we are looking for 

You are a continuous improvement professional with practical experience supporting service and process improvement. You bring strong analytical and communication skills and can engage a diverse range of research stakeholders in a complex environment. 

You will also: 

• Qualifications in Lean, Six Sigma, BPM or related fields; tertiary qualifications in Business, Engineering or Systems Thinking are desirable.  

• Understanding of service improvement methodologies and ability to advocate for these methods among stakeholders.  

• Ability to support problem framing; gather and analyse data; create process and value stream maps; and contribute to measurable improvements.  

• Experience consolidating information from codes, policies, standards and benchmarks into clear requirements.  

• Ability to assist in facilitating engaging workshops, training and coaching to build capability.  

• Strong interpersonal skills and clear verbal and written communication, including presentation support.  

• A growth mindset with empathy, curiosity and resilience.  

• Experience in research, higher education or similarly complex environments (desirable). 

• Be willing to occasionally work outside regular hours as needed. 

• Hold or be willing to obtain a Working with Children Check. 

• For further information regarding responsibilities and requirements please refer to the attached PD. 

This role requires the successful candidate to undergo and maintain an up-to-date Working with Children Check. This is essential to guarantee a secure environment for all individuals at the University. In the case the selected candidate doesn't have a valid Working with Children Check, they will be able to apply for the WWCC as part of the initial onboarding procedures. 

Please note: Visa sponsorship is not available for this position. This role requires current valid work rights for Australia. 

Your new team – Enterprise Performance Group (EPG)  

The Enterprise Performance Group (EPG) is a centre of excellence in business transformation and operational performance. We drive improved operational efficiency, effectiveness and experiences across the University by bringing together specialist skills and expertise in data asset management, reporting and analytical services with service improvement, design, project delivery and change management. 

What we offer you! 

In addition, we offer the opportunity to be part of a vibrant community and enjoy a range of benefits including generous leave provisions, salary packaging, health and well-being services, and discounts on graduate courses. For more information check out our benefits page! 

The University of Melbourne 

We’re tightly connected with the community, both at home and abroad. We take pride in our people, who all contribute to our mission to benefit society through the transformative impact of education and research. Discover more via our website and stay connected with our stories and people on LinkedIn.    

Be yourself 

The University of Melbourne is an Equal Opportunity Employer and a child-safe organisation. We are committed to creating an inclusive and equitable workplace where all individuals feel valued, respected, and have the opportunity to thrive regardless of gender identity, ethnicity, sexual orientation, disability, age, being a parent or having caring responsibilities. 

The University of Melbourne is committed to fostering a barrier-free and inclusive recruitment process. We are dedicated to providing reasonable adjustments for candidates throughout the application and interview stages, including accessible document formats and alternative application methods.  To discuss your specific requirements, please feel free to contact Kim Groizard +61 3 9035 3218 or send an email titled 'Reasonable Adjustments' to [email protected].  You can find more information for applicants requiring reasonable adjustments on our Careers website: https://about.unimelb.edu.au/careers 

Aboriginal and Torres Strait Islander Applicants 

We aspire to be the University of choice for Indigenous Australians, with unprecedented investment to attract, nurture, and retain Aboriginal and Torres Strait Islander students and staff. Tangible support through a range of programs and initiatives will ensure that you personally succeed and flourish while at the University of Melbourne. 

For further information - Murmuk Djerring Indigenous Strategy 2023-2027 

Join Us! 

If you feel this role is right for you, please apply with the following documents:  

• Resume 

• Cover Letter outlining your interest and experience 

Please note that you are not required to respond to the selection criteria in the Position Description. 

Please ensure that you apply through the button at the bottom of this advertisement. However, if you have any questions regarding the recruitment process, please feel free to contact Ethan Khamly via email at [email protected], ensuring that you include the Position Number and the Job Title as the subject. Please do not share your application to this email address. 

If you have any particular questions regarding the job please follow the contact details listed on the Position Description. 

Position Description: UOM7 Service Improvement Analyst (Research Projects) PD.pdf