Incident Support Officer SNSW Grade: 7/8 - The package includes base salary ranging from $105,986 to $124,957, plus employer superannuation contributions and annual leave loading Employment Type: Ongoing Full time Location: Across NSW. In office presence is required as per DCS directive at an agreed NSW location About ServiceNSW Service NSW is making it easier for people and businesses across NSW to access government services. Since launching in July 2013, we have successfully transformed and streamlined NSW Government service delivery with cutting edge digital solutions and an award-winning culture of passion and teamwork. Our customer-centric solution offers simpler and faster access to government transactions through our digital channels, a 7-day-a-week phone service and an expanding network of service centres. We currently partner with over 50 agencies to offer over 1,000 NSW Government transactions. About the team Incident Support Officers manage relationships and liaise with relevant stakeholders across frontline and operation teams, creating situational awareness and various Operations Centre documentation to ensure incident management is effectively managed and monitored. Your day-to-day •Provide effective operational support to the Service NSW Incident and Emergency Management team during incidents, including liaising between resolver groups and impacted teams to ensure the consistent, timely, and accurate flow of information to stakeholders. •Build and maintain strong, collaborative relationships with internal and external stakeholders to support coordinated incident response and the timely resolution of incidents. •Monitor and maintain oversight of systems, processes, and communication channels to identify emerging issues early and enable proactive intervention. •Interpret and translate technical and operational information provided by resolver groups and impacted teams to ensure clear stakeholder understanding of issues, impacts, and required corrective actions. •Represent Service NSW at meetings relating to emerging issues, active incidents, and resolution strategies, and contribute to identifying opportunities to improve systems, policies, and procedures. •Capture, track, and analyse trends in incidents and issues across Service NSW to support continuous improvement initiatives and reduce the operational impact of incidents. •Conduct research into industry best practice and emerging issues to support innovation, and contribute to the development of new incident response methodologies as required. To be successful in this role you will have experience in: •Providing operational support to the Service NSW Operations Centre during incidents, including liaison between resolver groups and impacted teams to ensure a consistent, timely and effective flow of information between stakeholders •Develop and maintain positive relationships with internal and external stakeholders to maximise collaboration in incident response and ensure the effective and timely resolution of incidents. •Maintain and have overwatch of systems, processes and channels to rapidly identify emerging issues and enable early intervention. •Understand and translate operational language used by resolver groups and impacted teams to promote stakeholder understanding of the problem and any necessary corrective actions Eligibility: •Satisfactory criminal record check •Current NSW driver's license and ability and willingness to travel throughout the state when required •Experience in incident or emergency management is desirable To Apply Provide a cover letter (not exceeding 1 page) and up-to-date resume (not exceeding 4 pages) that details your experience and how you meet the capabilities of the role. Salary Grade 7/8, with the base salary for this role starting at $105,986 base plus superannuation Click Here to access the Role Description . For enquiries relating to recruitment please contact Jyostna Channamadhvuni via jyostna.channamadhvuni@customerservice.nsw.gov.au. 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. Closing Date: Friday, 15 May 2026 @ 9.59 am 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 jyostna.channamadhvuni@customerservice.nsw.gov.au or 02 9494 8351. For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process
