EMPLOYMENT

This is a Software Systems Administrator - TRIM Content Manager role with NSW Department of Customer Service based in Sydney, NSW, AU NSW Department of Customer Service Role Seniority - mid level More about the Software Systems Administrator - TRIM Content Manager role at NSW Department of Customer Service Clerk Grade: 7/8 Salary Range: $113,574 - $125,720 plus superannuation and leave loading Employment Type: Full-Time, Ongoing Location: Sydney, Parramatta, open for regional areas - Hybrid opportunity. In-office requirement 2-3 days a week as a minimum, which could be subject to change based on applicable DCS workplace policies. Application Closing: Monday, 15th December 2025 [10:59am] About Us Department of Customer Service (DCS) transforms the way NSW Government agencies interact with customers. We are passionate about putting the customer at the centre of everything we do and adopting new technologies to make Government work better. 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. About the team Government Shared Services (GSS) is a new division in DCS that is leading the way in streamlining processes and transactional shared services to allow our people to better focus on their customers and delivering their services. We are developing and delivering a roadmap to leverage technology, streamline processes, replace legacy systems and deliver a consistent experience to more than 100 agencies across 8 NSW Government Departments. The Enterprise & Information Platforms team oversees the delivery of DCS core and common platforms to maintain operational oversight across ICT application service delivery. We strive to improve outcomes for customers leveraging customer centricity, problem solving by partnering with agencies & vendors and finding opportunities to collaborate with both internal and external stakeholders. What you will do We are looking for a skilled ICT Software Systems Administrator to manage the Department's corporate information management systems, including TRIM Content Manager. In this role you will provide technical support for day-to-day operations and help deliver technical enhancements. As part of the team, you will: Contribute to the delivery of information systems projects and provide business-as-usual systems administration and support in the ServiceNow ticketing platform Apply proactive problem-solving to resolve complex system issues, monitor and maintain system performance, and escalate issues as required Maintain a service-focused approach by taking a role in incident response, resolution, and post-incident review, ensuring processes align with industry standards such as ITIL Coordinate and support data migration activities relating to administrative and organisational change Coordinate with vendors to manage system maintenance, patching, upgrades, and testing activities, ensuring reliability, security, and compliance Liaise with stakeholders, including end-users, to provide technical support, advice, and documentation that promotes effective system use About You The successful candidate must demonstrate strong capabilities in: Experience in the administration of enterprise records management systems like TRIM Content Manager, Objective or a similar Information System. Demonstrated experience working in large, complex government or private organisations Good communication skills with the ability to liaise with stakeholders including end-users. Experience working in an ICT environment with familiarity in applying best practice frameworks such as ITIL Strong system problem-solving skills Experience managing technology incidents, including effective response, resolution, and post-incident review Experience participating in technology projects, contributing technical expertise, managing testing activities, authoring and/or preparing technical documentation and ensuring service acceptance criteria meet required standards For any role specific questions, please reach out to Amanda Scott via Amanda.Scott@customerservice.nsw.gov.au What we need from you An up-to-date CV (max 5 pages) and a cover letter (max 2 pages) outlining how your knowledge, skills and experience are aligned to the role. In your cover letter please share your motivation for applying for this position and your relevant skills. Please note that assessments will be conducted for this role. This involves submitting your application for review, an interview, workplace assessment and reference checks. A talent pool may be created from this recruitment action for future temporary or ongoing vacancies in roles with similar capability requirements Salary Grade 7/8, with the base salary for this role starting at $113,574 base plus superannuation Click Here to access the Role Description. For enquiries relating to recruitment please contact Michael Yoon via michael.yoon@customerservice.gov.au. Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description. Closing Date: Monday, 15th December 2025 [10:59am] 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 michael.yoon@customerservice.gov.au or 02 9494 8351. For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the NSW Department of Customer Service team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities ️ Managing corporate information management systems Contributing to information systems projects Coordinating with vendors Key Strengths Experience in enterprise records management systems ️ Strong communication skills Problem-solving skills Familiarity with ITIL frameworks Technical documentation skills Experience in large organizations Why NSW Department of Customer Service is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume. A Final Note: This is a role with NSW Department of Customer Service not with Hatch.