Quality Coordinator – Knowledge & Training
Clerk grade 7/8 $113,574 - $125,720 plus super
Ongoing Full Time role
Location: McKell or Parramatta.
2 days per week in office required.
About us
DCS is transforming 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 role
We are seeking a Quality Coordinator – Knowledge & Training to join our evolving
ICT Service Desk.
This is an exciting opportunity to play a critical role in
uplifting service quality, knowledge management, and training capability across
a large, complex service environment.
This role is ideal for someone who is passionate
about knowledge sharing, continuous improvement, and enabling frontline teams
to deliver high-quality, consistent customer outcomes.
This role sits within Government Shared Services
(GSS) ICT and is responsible for leading the development, maintenance, and
continuous improvement of knowledge management practices that support the ICT
Service Desk.
You will work closely with Service Desk
leadership, frontline teams, vendors, and stakeholders to ensure knowledge
content is accurate, accessible and compliant.
You will also support the design
and evaluation of training materials and initiatives that uplift capability,
performance, and service outcomes.
What you will do
Lead the capture, authoring, review and publication of knowledge
content to ensure it is current, accessible and compliant
Maintain a unified and consistent knowledge base across diverse
support teams
Regular review of Service Desk internal
operating processes




Ensuring key changes are updated into Induction related training material
Facilitate knowledge compliance reviews and quality audits,
identifying gaps, risks and improvement opportunities
Develop and support training materials for frontline teams and team
leaders
Measure and report on knowledge management and training
effectiveness, including knowledge usage and understanding rates
Conduct regular quality reviews of Service Desk work to identify
training or knowledge gaps
Promote a team-oriented knowledge sharing culture and support the
adoption of knowledge management frameworks and tools
Engage with vendors and service providers to validate
documentation, escalation paths and troubleshooting guidance
About you
The successful candidate must
demonstrate strong capabilities in:
Demonstrated experience in knowledge management practices, ideally
within an ICT or Service Desk environment
Experience using ServiceNow ITSM for knowledge capture or similar
platforms
Knowledge of, or experience with, Knowledge‐Centred Support (KCS) frameworks
Strong written communication skills with the ability to explain
complex concepts clearly
A collaborative approach with the ability to influence and engage
stakeholders
Experience developing or supporting training initiatives and
evaluating their effectiveness
A strong customer service mindset and commitment to service quality
How to apply
To apply, please submit:
Your resume (maximum 5 pages)
A cover letter (maximum 2 pages) outlining your motivation
for applying and how your skills and experience align with the role




Please note that assessments will be conducted
for this role.
This involves submitting your application for review, interview,
workplace assessment, and reference checks.
Salary Grade 7/8, with the base salary for this role starting
at $****** base plus superannuation
Click
Here
to access the Role Description
.
For enquiries relating to recruitment please
contact Tiffany Martin via ******.
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, valid for 18 months, may be created for this position and used to fill future
vacancies.
Closing Date: Monday 8 June **** at 9:59am
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 ******.
For more information, please visit
Information
on some of the different types of disabilities
Information on adjustments
available for the recruitment process

📌 Quality Coordinator Knowledge & Training (Australia)
🏢 the original
📍 Australia