Service Administrator - Offender Digital Services

Service Administrator, Offender Digital Services

• Location – Parramatta CBD - Flexible work options available in line with the Flexible Work Framework.
• Employment type – Temporary, full-time opportunity up to 12 months with the possibility of transitioning to an ongoing role
• A talent pool will be created for future ongoing and temporary vacancies
• Grade – Clerk Grade 7/8
• Salary – $110,266 pa - $122,058 pa plus employer contribution to superannuation and annual leave loading
• Diverse and Inclusive organisation with generous leave entitlements including flex leave and access to Fitness Passport

Your role

This is an exciting and challenging opportunity to join a small, passionate, and motivated team.  The ODS Support team is responsible for the support, and maintenance of the CSNSW offender digital systems. Our portfolio consists of initiatives and systems such as offender telephones (OTS), offender tablets (OTABs) offender computers (OAC) and IPTVs, along with various on-prem and cloud-based applications.

You will be joining a team that is collaborative, results driven, dynamic, highly engaged and committed to customer service. The ODS Service Administrator is responsible for managing incidents and requests escalated by the business to provide a high level of customer service to the users. The role is required to develop a detailed understanding of the ODS products and liaise with business representatives for issue triage and resolution.

What you’ll do

• Assign incidents and service requests to support staff within assigned area of responsibility, balancing work allocation in accordance with priority and urgency, including monitoring service delivery performance metrics to ensure resolution within agreed Service Level Agreements (SLAs) and liaise with stakeholders and customers to ensure that SLAs are not breached. 
• Undertake complex incident restoration and initiate problem management processes to identify root cause of service failures. Implement remedies and/or preventative measures to resolve service issues and maximise service availability.
• Ensure system access rights and privileges are reviewed regularly for assigned systems and compliance evidence documented. Investigate identified security breaches in accordance with established procedures and recommend preventive actions.
• Develop, review, and maintain support documentation to assist others in restoring services and reduce the impact of unplanned outages and promote and ensure the use of agreed upon methods, tools and reference material to drive efficiency and consistency within the team.
• Manage set-up activities for large-scale or complex configuration changes or deployments to the organisation’s information systems to comply with operational requirements.
• Analyse and report on the performance of assigned systems and applications to guide owners in the development of business cases for necessary upgrades or decisions that will reduce issues and/or eliminate adverse impacts on service delivery.
• Contribute to the design, implementation and promotion of agreed methods, tools, processes and reference material to identify, analyse and facilitate improvements drive efficiency and consistency within the team, and workflows are aligned with the overall business unit requirements and the Department’s operational plans. 
• Identify and address potential systemic issues and themes by analysing data collated to provide input into changes to relevant procedure and/or policy. 
• Liaise and work across DCJ Divisions and non-government stakeholders to ensure effective interface between program development, planning, service design and policy implementation.

Key Challenges

• Developing and maintaining detailed knowledge of multiple, complex platforms and technologies to enable effective integration and utilisation of enterprise applications and services
• Balancing multiple high priority demands between Business As Usual workload and staff assignment request for priority projects that require environment knowledge.
• Building stakeholder understanding of new tools and processes and their significance to improving operations.

What we’re looking for

We’re looking for someone who:

• Is ready to join a team that values teamwork, trust, collaboration, continuous improvement, idea generation and recognition of achievements.
• Enjoys meeting new people and learning about their business, technologies, and processes.
• Listens to customers to understand what they need from technology.
• Is comfortable working in an environment where there is a wide (and increasing) variety and scale of work.
• Is a positive, critical thinker with a “can-do” attitude coupled with attention to detail and can deliver high quality outputs.
• Excellent problem-solving skills to address and prevent service issues.
• Ability to balance competing priorities.
• Strong communication and stakeholder management skills
• A commitment to continuous improvement and team development.

Download the role description.

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To apply directly via the DCJ Careers site click here. Search for the job and click the ‘Apply now’ button.

We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply – you do not need to meet every desired requirement for us to want to talk to you.

What We Offer

We offer a variety of benefits, including:

• A challenging and rewarding career
• Flexible, autonomous work environment
• Competitive pay and conditions
• Training and development opportunities to build and maintain capabilities
• Health & Wellbeing and Employee Assistance Programs.

Want more information?  Visit our website to see more information on Working for us.

We do work that really matters

Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It’s work that really matters.

Apply now and join Australia’s top public sector employer where we will support you and provide an exciting and flexible working environment!

Are you ready to join us?

• Attach a covering letter (4 pages maximum) which clearly details your skills and experience against the focus capabilities (listed in the role description) and the key accountabilities
• Attach an updated resume which clearly details your skills and experience against each focus capability outlined in the role description
• Provide two referees (one must be a current manager / supervisor), with contact numbers, who can speak to the key accountabilities outlined in the role description. 
• Before applying, applicants are encouraged to contact the Hiring Manager for more detail about the role

Applications close Sunday, 25 May 2025 at 11:59pm AEST.

Got a question?

For more information about the role or what it’s like to work for DCJ, please contact the hiring manager Karolyn Hunter on 0447 497 635 or via email at karolyn.hunter@dcj.nsw.gov.au 

If you’ve got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best (including an alternate method submission of the application), please call Poppy Sgro on 02 9765 3929 or via poppy.sgro@dcj.nsw.gov.au

Visit Recruitment adjustments on the DCJ website to learn more.

Inclusion and Diversity lies at the heart of how we recruit

We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.

To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.

Other Information

A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

For more information visit Your recruitment journey on the DCJ website.

Thank you for your interest in this role. We look forward to receiving your application.

To keep up with recruitment opportunities at DCJ, follow us on Facebook: www.facebook.com/CareersatDCJ/

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Learn more: www.nsw.gov.au/welcomeexperience

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