Technical Specialist

NSW Department of Customer Service; Sydney; Hybrid; AUD 117,000 - 129,000; Full time

Job summary

NSW Department of Customer Service in Haymarket NSW is seeking a Technical Specialist to provide SAP platform support, incident management and service coordination, ensuring service availability and timely resolutions.

You will liaise with business units, ICT teams and external vendors, monitor SAP BTP services, contribute to improvements and maintain documentation for reliable, customer‑focussed outcomes.

Qualifications

• Proven SAP Platform support experience with strong analytical and problem‑solving skills.
• Experience supporting SAP BTP and enterprise applications.
• Ability to coordinate incidents and service requests with multiple stakeholders.
• Strong communication, documentation and stakeholder management skills.

Responsibilities

• Analyze incidents, service requests, and system alerts to identify the impacted service, potential root cause and appropriate resolution pathway.
• Monitor and support SAP BTP services, and other supported edge applications to ensure service availability and operational performance.
• Perform initial technical investigation for end users' issues pertaining to vendor supported SAP Platform and determine whether incidents can be resolved internally or require escalation to vendor managed support teams.
• Act as the primary liaison between business stakeholders, agency ICT teams and external vendors for the investigation and resolution of platform related issues.
• Monitor and manage incident queues, ensuring incidents are prioritized, assigned and communicated appropriately throughout the support lifecycle.
• Support testing, validation and implementation activities for application enhancements, releases, configuration changes and service improvements from SAP technical stance.
• Contribute to problem management activities by identifying trends, recurring issues, and opportunities to improve service reliability and user experience.
• Maintain operational documentation, knowledge articles, support procedures and reporting to support effective service delivery and knowledge sharing.

Skills

SAP Platform

SAP BTP

Incident management

Vendor liaison

Service coordination

Documentation

Tools

SAP

SAP BTP

Job description

NSW Department of Customer Service – Haymarket NSW

Technical Sepcialist
Clerk Grade 7/8 $116,981 - $129,492plus super
Ongoing Full Time opportunity
Location (Sydney, Parramatta) hybrid working available 2 days per week required in office

About the Team

Government Shared Services (GSS) delivers critical corporate and technology services that support NSW Government agencies at scale. Within DCS, the team operates across complex, multi-supplier environments to ensure infrastructure, network and cloud services are reliable, performant and cost-effective-enabling better outcomes for citizens and agencies alike.

About the Role

The Technical Specialist provides technical application support and service coordination for myWorkZone SAP Platform and associated enterprise applications, ensuring service availability, operational performance, and timely resolution of incidents and service requests. The role acts as a key liaison between business stakeholders, agency ICT teams and external vendors, coordinating investigations, managing escalations, and driving service improvement activities to deliver reliable, customer-focused outcomes.

Key Responsibilities

• Analyze incidents, service requests, and system alerts to identify the impacted service, potential root cause and appropriate resolution pathway.
• Monitor and support SAP BTP services, and other supported edge applications to ensure service availability and operational performance.
• Perform initial technical investigation for end users' issues pertaining to vendor supported SAP Platform and determine whether incidents can be resolved internally or require escalation to vendor managed support teams.
• Act as the primary liaison between business stakeholders, agency ICT teams and external vendors for the investigation and resolution of platform related issues.
• Monitor and manage incident queues, ensuring incidents are prioritized, assigned and communicated appropriately throughout the support lifecycle.
• Support testing, validation and implementation activities for application enhancements, releases, configuration changes and service improvements from SAP technical stance.
• Contribute to problem management activities by identifying trends, recurring issues, and opportunities to improve service reliability and user experience.
• Maintain operational documentation, knowledge articles, support procedures and reporting to support effective service delivery and knowledge sharing.

The key challenges to be successful in this role

• Coordinating the resolution of complex application and platform issues across multiple stakeholders, including business users, ICT teams and external vendors, where responsibility for resolution may be shared.
• Maintaining service availability and performance across supported applications while effectively managing competing incident priorities, service requests and operational demands.

Diagnosing and resolving issues within complex enterprise environments where system dependencies, vendor-managed components and limited visibility of underlying platforms can impact root cause analysis and resolution timeframes.

About You

You are an experienced SAP Platform support professional with strong analytical and problem-solving skills, capable of investigating incidents, identifying root causes, and coordinating timely resolutions. You have experience supporting SAP BTP form platform stance and enterprise applications, managing incidents and service requests, and working closely with business stakeholders, ICT teams, and vendors. You are skilled in application support, testing and release activities, service monitoring, and continuous service improvement. Strong communication, documentation, and stakeholder management skills are essential, along with a commitment to delivering reliable and high-quality support services.

Why work for us?

• The opportunity for meaningful work that matters to all of us in NSW
• We have a hybrid work model (in-office and from home) with opportunity for flexible or condensed hours, with our offices always open to you balancing flexibility and connection
• Flexible leave so you can recharge and make time for what counts
• Much more than just a job, you can build a career here
• Access to health and well-being programs including Fitness Passport

What we need from you

An up-to-date CV (max 5 pages) and a cover letter (max 2 pages) outlining how your knowledge, skills and experience are aligned to the role. In your cover letter please share your motivation for applying for this position and your relevant skills.

Please note that assessments will be conducted for this role. This involves submitting your application for review, an interview, workplace assessment and reference checks.

A talent pool may be created from this recruitment action for future temporary or ongoing vacancies in roles with similar capability requirements.

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

We provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8*** or *************@customerservice.nsw.gov.au.

Closing Date: Tuesday 3rd November 2026 @11.59 pm

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.

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Information on some of the different types of disabilities

Information on adjustments available for the recruitment process