IT Change Analyst

Clerk Grade: 7/8

Salary Range:$113,574 - $125,720 plus superannuation and leave loading

Employment Type: Ongoing

Location: Sydney, Parramatta – 2 days per week, with hybrid and flexible working conditions available

Application Closing: Thursday, 18th September 2025 [9:59am]

About Us

Department of Customer Service (DCS) transforms the way NSW Government agencies interact with customers. We are passionate about putting the customer at the centre of everything we do and adopting new technologies to make Government work better. DCS is a service provider and regulator, focusing on delivering first-class customer service, digital transformation, and regulatory reform to create better outcomes for the people of NSW.

Key Responsibilities

Manage a structured process, which enables a consistent approach to the logging, assessment, approval and review of system/software changes to ensure minimal service disruption and a positive customer experience.

• Manage change activity to ensure minimal impact to the customer and business through the use of effective change control policies, processes and standards
• Contribute to the development, review and maintenance of policies, procedures, guidelines and related documentation to support change, and ensure efficient and effective processes to minimise the impact of planned changes.
• Convene change advisory board meetings, and consultations to facilitate exchange of information and prioritise change activities to optimise service delivery and minimise service interruptions
• Develop and maintain effective working relationships with team members, stakeholders and clients to meet defined business needs
• Maintain an understanding of the organisation, challenges and objectives to ensure agreed changes are effectively implemented
• Maintain and support services including the coordination of Business systems for after-hours requests to ensure optimal service delivery

About You:

• To be successful in this role you will possess:
• Experience in formulating and implementing change management strategies, ideally within ICT environment.
• Experience in preparing stakeholders in readiness for ICT changes.
• Highly developed written and verbal communication and interpersonal skills.
• ITIL certification preferred
• SIAM proficiency or experience ideal

Please contact Rebecca Boyd, Senior Transition Support Lead, at to learn more about this opportunity. If you have any questions in relation to recruitment process, please contact Michael Yoon, Talent Acquisition Advisor, at

What we need from you

An up-to-date CV (max 3 pages) and a cover letter (max 2 pages) outlining how your knowledge, skills and experience are aligned to the role.

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

Salary Grade 7/8, with the base salary for this role starting at $113574 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Michael Yoon 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: Thursday, 18th September 2025 [9:59am]

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

For more information, please visit

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