Senior Advisor, Capability

Senior Advisor, Capability - NSW Government Digital Channels Team

Employment type: Temporary role until 30 September 2026 (with possible option for extension)

Salary and Grade: DCS Clerk Grade 9/10 ($129,464 - $142,665 base + 12% super)

Location: Sydney (flexible hybrid working options)

About the role

We are looking for an experienced Senior Advisor, Capability, who is a Learning & Development Drupal specialist and SAFe expert to join the OneCX Program within Digital NSW. Our mission is to create a more connected, accessible, and inclusive future for all New South Wales. Empower and collaborate with government partners to establish one trusted source of truth for government information, services, and community feedback.

This role sits within our OneCX Delivery stream and will report to the Senior Manager of Change, Capability & Engagement. You will manage, deliver, and evaluate the strategic development, implementation and ongoing delivery of the capability uplift program. This focusses on upskilling our agency partners to maintain their agency's website content on the content management system, Drupal.

As a Senior Advisor, Capability, you will lead consistent communication with the learning cohort, develop and maintain learning content and pathways, and identify and execute continuous improvement opportunities to ensure alignment to digital capability uplift across all of Government and program objectives.

With a growth mindset, you have both strategic and hands-on approaches when taking on problem-solving tasks and challenges. If you are customer and digitally obsessed and excited about taking government capability to the next level, we want to hear from you.

Key accountabilities include:

• Promote, foster and contribute to a continuous learning and development culture amongst digital practitioners across the sector.

• Be an advocate for digital best practice, developing and implementing strategies to drive capability uplift.

• Scope, develop and deliver learning and development plans, curriculum and content for digital practitioners of varying skill levels, and create and maintain relevant and useful information, tools and resources.

• Conduct annual skills benchmarking research and analysis to be used in developing and prioritising capability program activities.

• Build and manage delivery partner relationships to ensure that relevant expertise and training is valued and utilised.

• Influence and engage government partners to drive best practice in government communications, identify opportunities for collaboration.

• Share and adapt industry, cross jurisdictional and international best practise for NSW government to improve capability.

To be successful in this role you will demonstrate:

• Experience with Drupal 10 content management system to deliver website build and migration is mandatory

• Expertise with Scaled Agile Framework (SAFe) and related product delivery methodologies is mandatory. Preferably SAFe certified.

• Extensive experience in the Atlassian tool suite including Jira and Confluence is mandatory
• Knowledge and experience with Web Content Accessibility Guidelines (WCAG) 2.2 accessibility standards and guidelines is mandatory
• Experience with internal training and development programs, learning design/instructional design, in a digital working environment is mandatory.
• Experience collaborating with subject matter experts to develop appropriate and timely capability offering and learning materials.
• The ability to take new and complex information and processes and develop effective learning materials.
• A high-level attention to detail, organisation and prioritisation.
• Relevant tertiary qualifications or demonstrated, equivalent, relevant professional experience in education, learning and development, adult training or similar.
• Strong verbal and written communication skills, with the ability to present complex information simply and in an engaging fashion.
• The ability to work collaboratively with strong influencing skills to get results
• A flexible and adaptable approach with the ability to deliver quality and meaningful work in a rapidly evolving and fast-paced environment.
• Experience working with the platform and the associated processes and guidelines
• Experience in adherence to brand guidelines
• The ability to creatively problem solve, collaborate with stakeholders
• A can-do attitude and be willing to solve problems outside of usual practice.

About the team

The Department of Customer Service has embarked on a journey to transform the NSW Government into the world's most customer-centric government. We place the customer at the centre of everything we do and are leading the digital strategy for NSW Government.

The NSW Government Digital Channels team is responsible for central NSW Government digital channels including the NSW Government website and NSW Government Facebook. On these channels we provide an inclusive, consistent, high-quality experience for NSW Government customers.

The OneCX program is an all-of-government strategy that will see over 450 agency websites migrated onto one single source: We are transforming our customer's digital experience of NSW Government. It is making it easier for customers to access the information they need, without having to understand or navigate the structure of government.

Why work for us?

There are lots of reasons why a role with us is rewarding - working with us gives you:

• The opportunity for meaningful work that matters to all of us in NSW
• Hybrid working, compressed hours and generous leave conditions, so you can make time for what counts
• Much more than just a job, you can build a career here
• Unmatched opportunities for growth and development
• Make a difference to the people of NSW
• Opportunity to be part of an exciting whole-of-government program
• Lead an effective multi-disciplinary product team and contribute to a high-performance culture
• Work in a fast-paced, agile environment building content based on customer needs and user stories

Salary Grade 09/10, with the base salary for this role starting at $129464 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Swathy Mohan via

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

Closing Date: 09:59 am, 21st Nov 2025

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.

We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact or

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