Position Title: Business Improvement Officer
Classification: EL1
Position Number: 7127
Tenure: Ongoing
Duration: Permanent
Section: Business Engagement & Systems 
Group: Innovation & Technology Group
Division: Policy and Corporate
Location: ACT
Immediate Supervisor: Executive Level 2
Security Classification: BASELINE

Group Responsibilities

The Innovation and Technology Group is responsible for developing and delivering upon the technology strategy and the continued digital transformation of IP Australia across all levels of the organisations internal and external interactions. This is done by embracing transformational and innovative technologies embodying a customer centric and agile culture to deliver smart solutions and new approaches that significantly improve both our internal and external stakeholder experiences. By working in this way, the Innovation and Technology Group is set to position IP Australia as both a Domestic and International ICT leader across Government and beyond.

Section Responsibilities

Business Engagement & Systems is responsible for providing user support, maintenance and continuous improvement for IP Australia’s systems, including project support, such as RIO. We will nurture and manage relationships between ICT and IPA by providing best practice information, advice and solutions. BE&S will provide a coherent change management, communication and training solutions on behalf of the Innovation and Technology Group, ensuring stakeholders are informed, empowered and enabled.

Job description / Context of the role

The Business Improvement Officer will work within a team and be responsible for providing business analysis services, explain identified business requirements in conjunction with business representatives. The role will also be responsible for liaising with stakeholders by providing technical input into new activities, ongoing enhancement of production systems, platform support and technical integration with other services and infrastructure services.

The team may be involved in any or all of the following activities:


  • business process management
  • analysis and specification of functional requirements
  • maintenance and enhancement of existing IT systems
  • systems and user acceptance testing
  • preparation of systems and user documentation
  • user training
  • post implementation systems support

You must be highly motivated, possess well developed communication skills and work well within a small team. You will have effective organisational skills, including the ability to manage competing priorities and be familiar with providing advice to senior management.

Job Specific duties

  • Excellent communication & administration skills and proven ability to successfully coordinate multiple activities at once
  • Ability to work under pressure and towards tight deadlines
  • Identify and document business processes in conjunction with business representatives
  • Identify, analyse and explain identified business requirements in conjunction with Business representatives
  • Specify business and functional requirements via use cases, functional requirement specifications, user stories, or other appropriate means
  • Liaise and negotiate with other business and technical staff to ensure the documented solution is implemented in such a way to achieve the required benefits
  • Engage and manage stakeholders throughout the life cycle of the project ensuring that the appropriate expectations are set and managed, and that these are relative to the project scope
  • If required, lead teams responsible for improving IP Australia's business processes and supporting computer systems including the delivery of services to IP Australia's customers
  • Ensure that the team is aware of and complies with the IP Australia QMS and that work produced meets the Quality Objectives and stakeholder satisfaction
  • Possess an awareness of Occupational Health and Safety (OH&S) responsibilities and a commitment to maintaining a healthy and safe workplace

Job Specific Capabilities

  • Demonstrated understanding of Agile principles and how they are applied in an IT environment
  • Knowledge of Dev-Ops and Continuous Delivery
  • Work with business SME’s to develop and record appropriate workarounds for existing bugs
  • Develop help text and guidance for users
  • Update and maintain user documentation in RIO manual
  • Share Designs expertise/ provide advice

Desirable, but not required

  • Assist with external accessibility/ usability research
  • Execute periodic as well as ad-hoc evaluation of existing and historic UX research findings to align quality across systems
  • Ensure alignment with UI specification in the design and build of UI’s 
  • Conduct periodic UX research and report findings
  • Identify and diagnose usability and accessibility issues with user interfaces

Application Requirements

To apply for this position, candidates are asked to:

  • Frame their response around the job specific duties and job specific capabilities of the role (as set out above), and provide: 
  1. An explanation of how their skills, knowledge and experience will be relevant to this role (limited response, maximum 2 pages)
  2. Details of one professional achievement, within the last 2 years, that demonstrate your suitability for this role (limited response, maximum 300 words)
  • Provide a current CV detailing recent employment history that is relevant to the advertised position
  • Provide the name and contact details of two referees
  • Ability to obtain a security assessed clearance

Applications must be submitted through the IP Australia Web Recruitment system (ESS)

Please note: you MUST be an Australian Citizen to be engaged in the APS and to meet IP Australia’s security clearance requirements.

Contact officer

For further information pertaining to this job please contact Adrian Jacobs on (02) 6283 2135


Apply for this role

Working in IP Australia

Australia’s Intellectual property (IP) rights system supports innovation, investment and international competitiveness. IP Australia administers Australia’s IP rights system, specifically patents, trade marks, designs and plant breeder’s rights. IP Australia also undertakes programs to educate and promote an awareness of intellectual property (IP), provides IP policy input to Government, develops legislation to support the IP system and contributes to bilateral and multilateral negotiations to improve IP protection internationally.

IP Australia strives to deliver robust IP rights efficiently, satisfy our customers in terms of timeliness and value for money and be recognised as one of the leading IP offices in the world for the quality (including accuracy and consistency) of the IP rights we grant. IP Australia is committed to external certification of our Quality Management System which involves applying ISO 9001:2008 to key business processes and to environmental management through ISO14001 certification within the agency.

All IP Australia staff contribute to the achievement of organisational outcomes and the overall management of IP Australia by assisting, as appropriate, the Commissioner of Patents and the Registrars of Trade Marks and Designs and Plant Breeder’s Rights, and their deputies (where relevant), to perform statutory functions, and where appropriate, exercise relevant delegations.

IP Australia recognises the importance of employees balancing their work and personal lives by offering staff access to an ongoing series of health and wellbeing programs, flexible work-life policies and a range of professional development programs. IP Australia is a breastfeeding friendly workplace.

The IP Australia office in Canberra provides high quality accommodation and facilities. These include: an on-site café, conference, meeting and training rooms; limited on-site parking for cars and motor cycles available on a rotational basis; the provision of undercover bicycle racks; excellent shower/change facilities for staff choosing to walk or ride to work; and the advantage of all staff being co-located in the one building.

Please note: All IP Australia positions are subject to an ENTRY ONLY pre-employment check unless a higher security clearance has been identified. Other pre-employment checks may also apply.


Job documentation updated and endorsed for use: 
Thursday, July 25, 2019