Salary: $133,348 - $146,945
- Computer System Officer 4
- Temporary Full-Time up to 30 June 2029
-
Parramatta
About us
The NSW Police Force (NSWPF) is one of the largest police forces in the western world, with more than 20,000 employees, including more than 4,000 administrative employees who support the sworn officers that provide a range of law and order services 24 hours a day, seven days a week to the socially, geographically and culturally diverse community of NSW.
About the role
We have an opportunity for a Systems Administrator to be part of our Service Management Office, Technology and Communication Services Command team. The Systems Administrator supports service delivery to the organisation in the management of IT computer systems.
View the relevant role description for more information on this role (e.g. essential requirements, key accountabilities, key challenges and capabilities required for the role)
This is a unique opportunity to lead incident coordination, drive service assurance outcomes, and influence continual service improvement across one of Australia's largest and most complex technology environments.
• Drive incident management and support Major Incident Manager in coordinating responses to critical and high-impact technology incidents across NSWPF large and complex enterprise environment.
• Act as the backup central coordination point during major incidents, ensuring effective engagement across technical teams, vendors, service providers, and business stakeholders.
• Drive timely service restoration while maintaining governance, communication, and incident management standards.
• Facilitate incident bridges, stakeholder updates, escalation management, and post-incident review activities.
• Analyse incident trends and recommend improvements to enhance service stability, resilience, and operational performance.
• Work closely with Problem Management, Change Management, Service Desk, and technical support teams to reduce recurring service disruptions.
• Contribute to the continual maturity of Incident and Major Incident Management practices through process improvement and operational governance initiatives.
• Drive Service Assurance activities across the end-to-end service lifecycle, ensuring technology services meet agreed service levels, customer expectations, compliance obligations, and operational performance targets.
• Partner with service owners, support teams, vendors, and business stakeholders to identify service improvement opportunities, enhance service quality, and improve customer experience across the service lifecycle.
• Influence enterprise service performance through the analysis of service metrics, trends, risks, and operational insights, driving continual improvement initiatives that strengthen service reliability, resilience, and business outcomes.
• Experience in Incident Management, Major Incident Management, Service Operations, or a related IT Service Management role.
• Experience analysing incident trends and implementing initiatives to improve service performance and reduce recurring disruptions.
• Experience working within a complex, highly regulated, or large-scale operational environment.
• Experience using ITSM platforms such as ServiceNow
• ITIL Foundation certification or higher.
• Relevant qualifications in Information Technology, Service Management, Business, or a related discipline.
• ServiceNow certification or experience with enterprise ITSM platforms
• As NSWPF Incident Manager, this role will drive the restoration and stability of critical business services while working closely with Problem Management and Service Level Management functions. Candidates with a broader SLA service management background will be well-positioned to identify improvement opportunities, reduce service disruptions, improve SLA achievement and contribute to the ongoing maturity of NSWPF's enterprise service management capabilities.
At NSWPF our people have access to a range of benefits that help balance life at work and at home. Some of the benefits available when you join the NSWPF include:
• Working collaboratively on IT initiatives that support the community through policing practices.
• Opportunities for personal growth / development and training programs.
• Corporate wellbeing programs including seminars and the Fitness Passport
• Flexible work options.
• Annual leave loading.
• Free annual influenza vaccination. Salary packaging options via superannuation contributions or a novated vehicle lease.
• All office locations are within walking distance to Public Transport, shops, restaurants and cafes.
• 5 minute walk to train station, Westfield and Parramatta CBD.
• Free In-house gym facilities with state-of-the-art fitness equipment.
• 2 minute walk to nearest train station and bus stop, restaurants, cafes and sporting venues at Sydney Olympic Park
What we can offer you
At NSWPF our people have access to a range of benefits that help balance life at work and at home. Some of the benefits available when you join the NSWPF include:
- competitive salary;
- flexible work options;
- opportunity to purchase leave;
- annual leave loading;
- corporate wellbeing programs including seminars and the Fitness Passport;
- free annual influenza vaccination;
- salary packaging options via superannuation contributions or a novated vehicle lease;
- convenient location for public transport and to shops etc; and
- in-house gym facilities.
How to Apply
Applications can only be submitted electronically via the I Work for NSW website.
To be considered for this role, attach a cover letter (2 pages maximum) and an up-to-date resume that clearly details your skills & experience as relevant to this role.
Please do not attach copies of qualifications, certificates or documentation (other than what has been requested) - you can bring these if called for interview.
Please address each of the following Target Questions (500 words per question) in the text boxes provided in the online application or attach as a separate document.
Target Question 1:
Provide an example of a significant incident or series of recurring incidents that highlighted gaps in organisational readiness, response capability, or support processes. How did you lead improvements to incident response, escalation, communications, or governance, and how did you measure the impact of those changes
Target Question 2:
Describe a time when you identified and implemented improvements across the incident management lifecycle that enhanced service restoration outcomes. What challenges did you encounter, what actions did you take, and what measurable benefits were achieved for customers, support teams, or the organisation?
Your application must stand on its own merits, and the completeness and relevance of your application will determine if you proceed through to the selection process.
If you require any further information about this opportunity, please contact the hiring manager Matthew Tracey via 0417 191 666.
To be eligible to apply for this role, you must meet one of the following statuses:
- an Australian Citizen;
- a permanent resident of Australia; or
- a New Zealand citizen.
Prior to commencement, the successful candidate will be required to undergo a rigorous National Police (criminal history) Check and obtain and maintain a Security Clearance as determined by the NSW Police Force.
Our commitment to Diversity:
At the NSW Police Force, we are proud to be an employer of a diverse range of people. We are committed to reflecting the diverse community we serve and creating an inclusive and respectful workplace for all employees where differences are embraced, contributions are valued, and everyone has a sense of connection and belonging.
We welcome applications from individuals with diverse skills, experiences, and backgrounds including Aboriginal and Torres Strait Islander peoples, LGBTQIA+ individuals, people with disability, neurodiverse individuals, those from culturally and linguistically diverse communities, and people of all ages.
We understand that the recruitment journey may present unique challenges. If you:
This recruitment may be used to create a Talent Pool for similar future roles (ongoing or temporary) that may arise over the next 18 months.
For more information on applying for roles with the NSW Police Force click here
For Technical assistance please contact: [email protected] (Please include the word Taleo in the subject line)
Thank you for your interest in this role. We look forward to receiving your application.