Service Product Support Officer

NSW Department of Communities and Justice; Sydney; Hybrid; AUD 103,000 - 114,000; Full time

Benefits offered by this job

Flex leave

Fitness Passport

Generous leave entitlements

Job summary

NSW Department of Communities and Justice is seeking a customer-focused Service Product Support Officer to provide ICT support for Youth Justice NSW staff and critical business applications. You will troubleshoot incidents, coordinate service requests, manage user access, and develop specialist knowledge of CIMS and NSW youth justice processes.

You will work in Parramatta in a hybrid role, offering flexible work options, professional development, and a pathway to meaningful public service

Qualifications

• Experience providing Tier 2 ICT or application support in a complex environment.
• Strong troubleshooting, analytical and problem-solving capabilities.
• Excellent attention to detail and accurate record keeping.
• Strong communication and stakeholder engagement skills.
• Ability to quickly learn and apply business processes, systems and legislative requirements.
• Knowledge of Youth Justice operations, CIMS, and the NSW youth justice system preferred.

Responsibilities

• Provide high-quality ICT support that enables staff to deliver critical Youth Justice services.
• Troubleshoot and resolve incidents and service requests across applications, systems, and infrastructure.
• Coordinate timely responses and keep users informed throughout the support process.
• Manage user access and permissions in line with organisational policies and security requirements.
• Develop and maintain support documentation to improve service continuity and minimise disruptions.
• Apply and maintain knowledge of CIMS, Youth Justice legislation, custodial and community supervision orders, intervention programs, and the NSW judicial system relating to young offenders.

Skills

Tier 2 ICT support

Troubleshooting

Analytical thinking

Attention to detail

Stakeholder engagement

Business processes knowledge

Tools

CIMS

Job description

• Employment Type – Temporary Full-Time for up to 12 months with possibility of extension
• Location - Parramatta (Hybrid)
• Grade – Clerk Grade 5/6
• Salary – $102,936 pa - $113,579 pa plus employers’ contribution to superannuation and annual leave loading
• Diverse and inclusive organisation with generous leave entitlements including flex leave and access to Fitness Passport

Your role

Do you want to use your technical expertise to make a meaningful impact for young people across NSW? We are seeking a customer-focused Service Product Support Officer to provide ICT support for Youth Justice NSW staff and critical business applications.

In this role, you will troubleshoot and resolve technical issues, coordinate service requests, manage user access, and support systems that enable frontline services to operate effectively. You will also develop specialist knowledge of the Client Information Management System (CIMS), Youth Justice legislation, court-imposed orders, intervention programs, and the NSW youth justice system to ensure accurate and effective support.

What you’ll do

• Provide high-quality ICT support that enables staff to deliver critical Youth Justice services.
• Troubleshoot and resolve incidents and service requests across applications, systems, and infrastructure.
• Coordinate timely responses and keep users informed throughout the support process.
• Manage user access and permissions in line with organisational policies and security requirements.
• Develop and maintain support documentation to improve service continuity and minimise disruptions.
• Apply and maintain knowledge of CIMS, Youth Justice legislation, custodial and community supervision orders, intervention programs, and the NSW judicial system relating to young offenders.

What we’re looking for

• Experience providing Tier 2 ICT or application support in a complex environment.
• Strong troubleshooting, analytical, and problem-solving capabilities.
• Excellent attention to detail and commitment to accurate record keeping.
• Strong communication and stakeholder engagement skills.
• Ability to quickly learn and apply business processes, systems, and legislative requirements.
• Knowledge of, or willingness to develop expertise in, Youth Justice operations, CIMS, and the NSW youth justice system.

Join a supportive team where your work directly contributes to better outcomes for young people. You'll gain specialised knowledge, work with modern technologies, and enjoy flexible work options, ongoing learning opportunities, and a rewarding career in public service.

We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply – you do not need to meet every desired requirement for us to want to talk to you.

What We Offer

• A challenging and rewarding career
• Flexible, autonomous work environment
• Competitive pay and conditions
• Training and development opportunities to build and maintain capabilities
• Health & Wellbeing and Employee Assistance Programs.

Applications close Sunday, 4 October 2026 at 11:59pm AEST.

Inclusion and Diversity lies at the heart of how we recruit

We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.

Other Information

A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

For more information visit Applying for DCJ jobs on the DCJ website.

For more information about the role or what it’s like to work for DCJ, please contact the hiring manager Md Alfes Ullah via email at

If you’ve got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best (including an alternate method submission of the application), please call Poppy Sgro on or via email at

Visit Recruitment adjustments on the DCJ website to learn more.

Thank you for your interest in this role. We look forward to receiving your application.

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