Technology Experience Officer

Water Nsw; Council of the City of Sydney; Hybrid; AUD 88,000 - 102,000; Full time

Job summary

A leading water management organization in New South Wales is seeking a Technology Experience Officer to provide technology support services. The role offers flexibility and emphasizes the importance of a strong customer service focus. Candidates should hold relevant IT qualifications and have experience in a Service Desk environment. This position includes a generous salary package and benefits such as paid parental leave and flexible working arrangements, ensuring a balanced and supportive work environment.

Benefits

Flexible working

Two weeks leave for every week worked

Paid parental leave

Fertility leave

Qualifications

• Experience in a Service Desk or Help Desk environment.
• Ability to perform effectively in a fast-paced, high-volume environment.
• Demonstrated hands-on experience in technology initiatives.

Responsibilities

• Provide first-level and selected second-level technology support services.
• Maintain detailed records for assigned incidents and service requests.
• Assist in the identification and resolution of recurring issues.

Skills

Customer service focus

Stakeholder engagement

Problem resolution

Ability to manage priorities

Education

Relevant qualifications in Information Technology

Tools

ServiceNow

Job description

Ready to make a splash in your career?

WaterNSW is seeking an experienced Technology Experience Officer (FULL‑TIME, Permanent) to join our team.

This is an opportunity to work with an essential organisation creating a more sustainable future for the state.

This role offers the flexibility to work around life, your contribution will be valued, and you’ll be supported to build a rewarding career.

Our perks and Benefits :

• Flexible working
• Work a 9‑day fortnight at Full pay on the Enterprise Agreement
• Up to 16 weeks paid parental leave
• Fertility leave

Professional development and educational assistance

• Access to remote area benefit packaging – based on work location

AttractiveSalary Range $88,366 + Super

And so much more!

What you’ll do :

• Deliver high‑quality first‑level and selected second‑level technology support services across WaterNSW, enabling the timely restoration of normal operations with minimal business disruption.
• Provide effective support for end‑user technologies, including laptops, mobile devices, peripherals, and printers, ensuring a positive and reliable technology experience.
• Assist in the collection and analysis of operational metrics to measure team performance, identify trends, and support continuous service improvement.
• Maintain accurate, timely, and detailed records for all assigned incidents, enquiries, and service requests, ensuring correct classification, clear documentation of actions taken, and proactive communication with customers regarding progress and resolution.
• Assist in the identification, investigation, and resolution of recurring issues and underlying problems, contributing to improved system stability and user experience.

What we are looking for :

• Relevant qualifications in Information Technology or a related discipline, or equivalent practical experience and capability.
• Demonstrated experience in a Service Desk or Help Desk environment, with a strong customer service focus and the ability to perform effectively in a fast‑paced, high‑volume environment.
• Proven ability to manage competing priorities, meet service deadlines, and remain calm and solutions‑focused under pressure.
• Strong stakeholder engagement skills, including the ability to interact effectively with staff at all levels and translate technical concepts into plain language for non‑technical users.
• Hands‑on experience using Service Desk management systems, preferably ServiceNow.
• Experience supporting and contributing to technology initiatives such as hardware rollouts, new site commissioning, software refreshes, and other workplace technology enhancements.

How we will support you :

At WaterNSW, we balance flexibility – and the way we work – with the needs of the business, our teams, and us as individuals.

When it comes to working in an office, we work in a hybrid way. If you’re required to be in the field or on site, the benefits of flexibility can be achieved in other ways, such as through a condensed work week.

We are proud to be a WORK180 Endorsed Employer and are committed to providing equal opportunities for women. Visit our WORK180 page to access our benefits and career development opportunities.

More about our team / culture :

No matter how or where you work, safety is the number one priority. This means the physical and mental safety of you, your colleagues, and the public.

Who is WaterNSW?

WaterNSW operates the state’s dams, capturing and storing water, and then supplying it ready for distribution – for the environment, agriculture, industry and the community. With 41 major dams and hundreds of waterways across the state, we play a vital role at the source of the state’s water, delivering two thirds of all water used in NSW.

We’re the people taking care of the state’s water at the source – capturing, storing, delivering. Find out more at waternsw.com.au.

For more information, please reach out to: Nathan Hollis – [e-mail]

Please note applications for this position will close on 23rd January 2026 at 5:00pm.

Click for Position Description - Please note this can only be accessed on the WaterNSW Careers Page.

You must have full work rights in Australia to qualify for all positions at WaterNSW.

We are a 2025 Circle Back Initiative Employer – we commit to respond to every applicant.

Privacy and collection of your personal information

If you apply for a position via our website or [e-mail], WaterNSW may collect your personal information. Please visit WaterNSW’s Privacy Page to view the Careers Collection Notice for more information about how WaterNSW collects, uses, and discloses your personal information.

Apply Now