Senior Incident & Problem Officer

Job Description

Senior Incident and Problem Officer Employment Type: 1 x Temporary role until 30 June 2026 Location: Flexible/hybrid working arrangements available across NSW, with some travel to Sydney metro locations required from time to time (negotiable) Grade: Clerk Grade 9/10 Salary Range: $125,693 - $138,510 p.a. base salary dependent on experience, plus superannuation Who we are The Department of Customer Service (DCS) is a service provider and regulator, focusing on delivering first-class customer service, digital transformation, and regulatory reform to create better outcomes for the people of NSW. Government Technology Platforms (GTP) forms part of Digital NSW and delivers core and common digital capabilities and infrastructure solutions including cross sector leadership across NSW Government underpinned by the Digital Government Strategy. The opportunity We are now inviting applications for the opportunity of Senior Incident and Problem Officer for Government Technology Platforms, within Digital NSW as it transforms to become the state's trusted partner to enable accessible and secure digital platforms and services for the citizens and business of NSW. In this role you will plan, manage and control the regular functioning, reporting and improvement of enhancements and incidents in accordance with agreed processes, service level agreements and frameworks to ensure incident related risk is mitigated and services are delivered in line with organisational and customer expectations. You will also be a key contact involved in the management of major incidents. Day to Day Responsibilities This is a senior role within the service management team, where strong written and verbal communication skills are critical as this person will be required to communicate with stakeholders at all levels. The team will have 3 team members, who will float between the following spaces day-to-day depending on the activities in progress: Major Incident Management: Will act as a Major Incident Manager to coordinate the GTP response to high priority technical incidents. They will then be involved in coordinating post implementation reviews to determine corrective actions. Problem Management: Will act as a Problem Manager to drive the identification and resolution of recurring incidents via proactive and reactive problem management. Process Improvement: As a senior member of the team will be involved in assisting with initiatives to uplift the service management function. What you will bring to this role Excellent verbal and written communication skills Experience in facilitating technical calls with multiple stakeholders to drive incident resolution Understanding of the techniques used in proactive and reactive problem management General understanding of a broad range of technologies Demonstrated experience in driving process improvement Understanding of the toolsets used to deliver Service Management Experience providing coaching and guidance to junior members of the team Experience in ensuring incidents are managed per agreed procedures to minimise business impact and that resolved incidents are documented for monitoring and analysis, supporting continuous improvement of customer services. Note: This role will involve some out-of-hours on-call responsibilities to support Major Incident Management. Essential requirements Satisfactory criminal records check May be required to work out of hours To Apply Click the link to submit your application. Please attach your resume and a cover letter that responds to the two targeted questions in the job ad, demonstrating how your skills and experience align with the role. Closing Date: Monday 24th February at 9:59am Careers at Department of Customer Service A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state. Belong in our diverse and inclusive workplace The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives. You can view our full diversity and inclusion statement here . We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact or 02 9494 8351. #J-18808-Ljbffr