ICT Configuration Officer Clerk Grade: 5/6 Salary Range: $99,938 - $110,271 plus superannuation and leave loading Employment Type: Full-Time, Ongoing Location: Parramatta - Hybrid opportunity. In-office requirement 2-3 days a week as a minimum, which could be subject to change based on applicable DCS workplace policies. 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. About the team Government Shared Services (GSS) is a new division in DCS that is leading the way in streamlining processes and transactional shared services to allow our people to better focus on their customers and delivering their services. We are developing and delivering a roadmap to leverage technology, streamline processes, replace legacy systems and deliver a consistent experience to more than 100 agencies across 8 NSW Government Departments. What you will do Maintain accurate records of software and infrastructure configuration items in the configuration management database throughout their lifecycle. Detect and rectify configuration-related issues and discrepancies to maintain the integrity, stability, and reliability of systems. Work closely with service providers to understand changes, updates, and requirements, ensuring seamless integration of the configuration management system. Actively support audits and reviews to validate compliance and drive configuration management improvements. Develop reporting and analytical outputs to support configuration management functions and enable informed decisions. Contribute to testing efforts to validate the stability and availability of the configuration management database after major releases. Undertake administrative tasks associated with software licence procurement and management. About You The successful candidate must demonstrate strong capabilities in: Understanding of the CMDB (Configuration Management Database) within an infrastructure environment including the lifecycle and inter-relationships for managed assets. Understanding of ServiceNow or any other ITSM tool. Strong communication skills, with the ability to clearly convey instructions to a variety of stakeholders. Ability to analyse data sets and identify inconsistencies or gaps. Proficient in Microsoft Excel, PowerPoint, and the broader Microsoft Office suite. Foundational knowledge of infrastructure, operating systems and cloud computing platforms is ideal. ServiceNow certifications (e.g. CMDB Fundamentals) and/or ITIL certifications are desirable. 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. Salary Grade 5/6, with the base salary for this role starting at $99,938 base plus superannuation Click Here to access the Role Description. For enquiries relating to recruitment please contact Michael Yoon via michael.yoon@customerservice.nsw.gov.au. 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: Monday 4 May 2026 at 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 michael.yoon@customerservice.nsw.gov.au or 02 9494 8351. For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process