Department of Employment and Workplace Relations (DEWR) – Sydney NSW

Reporting to an APS6 Team Manager, as an APS5 Systems Support Analyst you will support the performance, reliability and continuous improvement of contact centre systems in a complex, high-volume operational setting. You will work with stakeholders and technical teams to ensure systems are fit-for-purpose, aligned to business needs and support effective service delivery.

This role supports staff operating in fast-paced and at times psychosocially demanding environments, and contributes to building capability, confidence and resilience across frontline teams. It requires strong organisational skills, sound judgement, and the ability to respond to competing priorities.

The key duties of the position include:

Responsibilities of the APS5 Systems Support Analyst may include:

- Provide technical support for contact centre platforms (e.g. CRM and Genesys), including troubleshooting issues and monitoring system performance.
- Manage system configurations and maintain data structures and reporting tools aligned to business requirements.
- Administer user access, onboarding and system activities (e.g. campaign configuration and directory updates).
- Support system testing and post-release activities, including user acceptance testing (UAT), regression testing and hyper care periods.
- Perform quality assurance activities to maintain data integrity and system reliability.
- Monitor system performance and analyse trends, providing insights and recommendations to improve functionality and user experience.
- Engage with stakeholders and technical teams to gather requirements, provide advice and support system enhancements.
- Contribute to continuous improvement, including process optimisation, knowledge management and development of training materials.

Eligibility

Please note, under section 22(8)



of the Public Service Act 1999, employees must be Australian citizens to be employed in the APS unless the Agency delegate has agreed, in writing.

This is a designated security assessed position. The successful candidate will have the ability to obtain and maintain a Baseline security clearance.

This selection process may be used to establish a merit pool. The pool might be accessed to fill ongoing and non-ongoing vacancies for similar roles in the Department over the next 18 months.

Getting to know the Department of Employment and Workplace Relations (DEWR)

We are the department that helps job seeking Australians find safe, secure, and well-paid work while we ourselves strive to be a model employer. We provide the framework for fair and productive relationships between employers and employees. We also oversee skills development and training initiatives to support those entering the workforce or retraining to take advantage of emerging employment opportunities.Secure jobs are vital—driving future economic growth and providing people with the certainty. We focus on connecting Australians who are starting, advancing or changing their career with the relevant skills, knowledge and experience to gain or regain employment.Our work directly contributes to shaping the employment landscape. It is our unique purpose to help people realise their potential and we want you to be part of it.Underpinning our important work is our focus on culture. We recognise that how we do things is equally important as what we achieve. Our workplace is one where different perspective are encouraged, people feel a sense of belonging and draw on the expertise of their peers. Our people demonstrate the APS Values, which includes being open, thoughtful, curious and candid. We also value employee wellbeing and developing leadership through investment in capability.

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📌 Systems Support Analyst (City of Sydney)
🏢 Department of Employment and Workplace Relations (DEWR)
📍 City of Sydney