Systems Administrator

About the Role

Key Responsibilities

• Drive incident management and support the Major Incident Manager in coordinating responses to critical and high-impact technology incidents across NSWPF's 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.

Requirements

• 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.

Eligibility

• Must be an Australian Citizen, a permanent resident of Australia, or a New Zealand citizen.
• Prior to commencement, the successful candidate will undergo a rigorous National Police check and obtain and maintain a Security Clearance as determined by the NSW Police Force.

What We Offer

• 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.
• In-house gym facilities.

How to Apply

• Applications can only be submitted electronically via the I Work for NSW website.
• Attach a cover letter (2 pages maximum) and an up-to-date resume detailing skills and experience relevant to this role.
• Address each of the two Target Questions (500 words per question) in the text boxes provided or attach as a separate document.
• Application close date 25 October 2026 at 11:59pm.

About Us