Department of Customer Service

Reference number

req53416

Occupation

Analysts

Work type

Full-Time

Location

Sydney City

Salary Information

$116,981 - $129,492 plus super

Closing date

18 August 2026 at 10:00am

The IT Change Analyst -Talent Pool
Clerk Grade: 7/8 $116,981 - $129,492 plus super
Ongoing, Fulltime
Location – McKell and Parramatta, working available with 2 days per week required in office

Please note: This recruitment will be used to create a talent pool for current and future vacancies.

About us

The Government Shared Services (GSS) Division within the Department of Customer Service delivers critical corporate and technology services that support NSW Government agencies and enable better outcomes for the people of NSW.

About the role

To manage a structured process, which enables a consistent approach to the logging, assessment, approval and review of system/software changes to ensure minimal service disruption and a positive customer experience.

Key Responsibilities:

- Manage Change Advisory Board meeting and CAB Agenda preparation or have lead meeting’s involving 30+ people

Manage change activity to ensure minimal impact to the customer and business through the use of effective change control policies, processes and standards

- Contribute to the development, review and maintenance of policies, procedures, guidelines and related documentation to support change, and ensure efficient and effective processes to minimise the impact of planned changes
- Ensure change control policies, processes, and standards are complied with and all parties understand the requirements of the policies and processes
- Convene meetings, coordinate working groups, committees and consultations to facilitate exchange of information and prioritise change activities to optimise service delivery and minimise service interruptions
- Develop and maintain effective working relationships with team members, stakeholders and clients to meet defined business needs




- Maintain an understanding of the organisation, challenges and objectives to ensure agreed changes are effectively implemented
- Maintain and support services including the coordination of Business systems for after-hours requests to ensure optimal service delivery

To be successful in this role you will be able to:

- Building relationships with business representatives and service providers to meet client requests and requirements given competing interests, schedules and projects
- Understanding and explaining how system changes affect and impact the ability to conduct business as usual while balancing competing demands to deliver services within tight timeframes

EXPERIENCE AND KNOWLEDGE:

- At least 5 years’ experience in formulating and implementing change management strategies, ideally within rapidly developing environment.
- Experience in organisational change readiness assessment and stakeholder engagement
- Strong experience with change impact assessments
- Highly developed written and verbal communication and interpersonal skills.
- ITIL certification preferred
- SIAM proficiency or experience preferred

How to apply

If this role sounds like you click the apply now button and include a resume (max 5 pages) and cover letter (max 2 pages) outlining how your skills and experience match the role.

Why work for us?

There are lots of reasons why a role with us is rewarding - working with us gives you:

The opportunity for meaningful work that matters to all of us in NSW

- We have a hybrid work model (in-office and from home) with opportunity for flexible or condensed hours,



with our offices always open to you balancing flexibility and connection
- Flexible leave so you can recharge and make time for what counts
- Much more than just a job, you can build a career here
- Access to health and well-being programs including Fitness Passport

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.

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Closing Date: Tuesday 18th August 2026 @ 9.59am

Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the prospect 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 provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or [email protected].

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

📌 IT Change Analyst (Sydney)
🏢 Department of Customer Service
📍 Sydney