Division: Corporate Services

Sydney, NSW, AU, 2000

Req ID: 8502

Service Administrator

Offender Digital Services

1x Ongoing Full-Time (35 hours per week)
Location: Sydney / Parramatta
Clerk Grade 7/8, Salary ($97,151 – $ 107,541), plus employer’s contribution to superannuation and annual leave loading

About us

The Department of Communities and Justice (DCJ) commenced on 1 July 2019 and is the lead agency which forms the Stronger Communities Cluster. The new department brought together the former departments of Family and Community Services (FACS) and Justice.

We provide services to better work together to support everyone’s right to access justice and other help for families, and promote early intervention and inclusion, with benefits for the whole community. Stronger Communities brings all government services targeted at achieving safe, just, inclusive and resilient communities under one roof.

About the role

The Offender Digital Services (ODS) Product team is responsible for the delivery, support and maintenance of the CSNSW offender digital systems. The ODS Product team provides 1st and 2nd level support to Corrective Services staff and works closely with business stakeholders to ensure policies and procedures align with system functionality. The Offender Digital Services portfolio consists of initiatives and systems such as offender telephony, in cell technology for offenders (Tablets / IPTV’s) and the offender access to computers program.

The Service Administrator ODS is responsible for managing incidents and requests escalated by the business and team in order to provide a high level of customer service to the clients. The role is required to develop a detailed understanding of the ODS products and liaise with business representatives for issue triage and resolution.

Key Accountabilities

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.

Essential requirements of the role

Tertiary qualifications or equivalent experience in Information Management from a service perspective gained within an ICT environment, together with proven experience in a similar role.
Ability to obtain knowledge and understanding of NSW government key services and client base.

Appointments are subject to reference checks. Some roles may also require the following checks/ clearances:

National Criminal History Record Check in accordance with the Disability Inclusion Act 2014
Working with Children Check clearance in accordance with the Child Protection (Working with Children) Act 2012

This is an ongoing role in accordance with the Government Sector Employment Act 2013.

What we can offer you

4 weeks annual leave per year of service
Generous salary packaging options and other fringe benefits
Flexible work practices
Opportunities for learning and development and Internal career progression

Applying for the role

To apply candidates must attach a covering letter (4 pages maximum) and updated resume which clearly details their skills and experience against the requirements and focus capabilities outlined in the role description.

Applicants must include the names and contact information of two referees, one of which must be a current / recent supervisor.

Part of the assessment process may include additional online capability testing, skills testing or work samples in accordance with the new Government Sector Employment Act 2013, therefore you may be contacted to participate.

Click here to view the role. Please submit your application online including the information outlined above.

If you experience technical difficulties when submitting your application, please contact ‘I Work for NSW’ on P: 1800 562 679.

Closing date: Thursday 7th January 2021 at 11:59 pm (Previous applicants need not apply)

For role enquiries please contact Karolyn HUNTER at Karolyn.hunter@justice.nsw.gov.au

If you experience technical difficulties when submitting your application, please contact Michael Yoon at Michael.yoon2@justice.nsw.gov.au

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


To ensure recruitment at the Department of Communities and Justice continues without interruption during the COVID-19 pandemic, some interviews and assessments may be performed using alternative methods.

This may include video interviewing, telephone interviewing and online assessments. If you are successful following review of your application, you may need to perform assessments and/or interviews via online platforms using a PC, laptop or smart phone. By doing so, we will be adhering to the strict social distancing advice currently in place.

The Department of Communities and Justice is committed to building a workplace that values and supports diversity and inclusion. We actively promote the employment of women, people with a disability, Aboriginal and Torres Strait Islanders, LGBTI and people from culturally and linguistically diverse backgrounds.

The Department encourages applications from people with disability and will provide reasonable adjustments in our recruitment process and in the workplace. If you need an adjustment in the recruitment process, please call or email the contact person listed, and also advise us of your preferred method of communication.