Job Description

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.

Duties & responsibilities also include (not limited to):

• 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)

For more information on this position and business unit, view the and information pack

About you

For you to be successful within this role you should meet with all, or most of the following criteria:

• 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

Preferred, but not essential:

• 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

This is a fixed-term flexible hybrid role until 31 December 2026. 50% of your time will be office based, with 25% of that time based from our offices at Parramatta Square

Why Join Our Team?

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.

Who we are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

Join us

Our workforce is as diverse as the community we serve. If you’d like further information on our inclusion and diversity initiatives, visit Transport careers

Flexible work options may be available. Learn more via Flexible work options and policy

Apply today

Applications close 11:59 PM, Tuesday 14th April 2026

For more information about this role, please contact KEVIN.DORAN@TRANSPORT.NSW.GOV.AU.

Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal People or Supporting People with Disability for more information or speak to your talent team member to arrange any adjustments to how you interact with us.

Learn more about how to apply via Our recruitment process | Transport for NSW

#LI-Hybrid