This is a Senior Advisor, Governance and Executive Support role with NSW Department of Customer Service based in Sydney, NSW, AU NSW Department of Customer Service Role Seniority - senior More about the Senior Advisor, Governance and Executive Support role at NSW Department of Customer Service Role: Senior Advisor, Governance and Executive Support Role type: Permanent Salary: Clerk grade 9/10 ($129,464 - $142,665 employer's contribution to superannuation and annual leave loading) Location: Sydney, McKell About Us: Digital NSW (within the Department of Customer Service) leads and delivers cross-government digital experience, services, and products. We drive a consistent, unified approach to digital and ICT across NSW government. We support all of NSW government by planning, prioritising and investing in digital transformations that deliver meaningful outcomes for customers. About the Role: The office of the Government Chief Information and Digital Officer is looking for a Senior Advisor, Governance and Executive Support to join our high performing team. The successful applicant will play a critical role in delivering high impact strategic projects to make digital deliver for everyone, and supporting strategic decision making. They will manage the day-to-day business management functions of the business unit, coordinating and contributing to projects, and supporting effective divisional communication and provide reliable, discrete, high-quality, high-level executive support and advice to assist the executive and the business unit to address the complexities of their role and to achieve business objectives. Key responsibilities of this role include: Act as the point of contact, analysing and actioning requests to prioritise urgent and often sensitive matters ensuring consistency with business objectives. Manage engagement and consultation with government stakeholders to gather insights, co-design solutions, and support informed decision-making, while monitoring performance, evaluating team and policy outcomes, and driving continuous improvement through data, feedback, and emerging trends. Manage, prepare and review high level complex communications and the coordination of internal and external stakeholder/customer engagement, ensuring timeliness and accuracy to support the achievement of business requirements and outcomes Prepare and co-ordinate strategic advice, research, analysis, information and reports on diverse and complex policy, project, planning and operational matters to support executive decision making and planning Analyse, prepare and present information to support meetings, presentations, speeches and interactions with key internal and external stakeholders Represent the executive at various meetings and forums where required, ensuring the interests of the division are accurately reflected Manage and maintain communication channels efficiently and effectively and direct enquiries as appropriate to facilitate the effective management of the executive's office and ensure the security and confidentiality of documentation and information to expected standards Contribute to the development of, and monitor, implement and evaluate administrative practices, systems and procedures to optimise efficiency and support the achievement of quality outcomes. This role provides indirect support to all 7 business units across Digital, and cross-agency initiatives. The right candidate will be comfortable navigating through ambiguity to provide clear and well informed advice, and thrive in a fast paced, high-volume environment, where working collaboratively is critical to success. For a full list of accountabilities, position please refer to the Role Description here Key challenges Anticipating and addressing contentious issues and determining those which require the attention of the Executive in a high-volume environment with competing priorities Negotiating and re-prioritising own and the executive's schedule, given heavy workloads, tight deadlines, and conflicting high-level commitments and priorities Maintaining strong professional relationships with the wider leadership team whilst coordinating and managing the delivery of planned and ad-hoc advice from across the division About You: Highly Desirable Demonstrated experience providing high quality advice and support to executive level audiences. Demonstrated experience in similar role delivering strategy and policy advice, strategic projects, and supporting governance functions Demonstrated experience operating in complex stakeholder environments and excellent skills in stakeholder engagement, negotiation and customer service. Demonstrated experience working in fast-paced environment, and balancing competing priorities. Understanding of the NSW Government digital context and operating environment. Essential Criteria: To be successful in the role you will demonstrate: Flexibility and adaptability, thriving in a fast-paced, high-volume environment Strong organisational skills, with the ability to prioritise effectively and maintain attention to detail Excellent communication skills, both written and verbal A talent pool may be created from this recruitment process to fill future ongoing and temporary opportunities. Applying for the role: Please click on the link to apply and attach your resume (maximum 4 pages) and cover letter (maximum 2 pages) which should outline your experience against the Key Accountabilities and address the About You section. Salary Grade 9/10, with the base salary for this role starting at base plus superannuation Click Here to access the Role Description. For enquiries relating to recruitment please contact Amy Vierboom via amy.vierboom@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: Wednesday 17th December, 2025 @ 10.59am 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 amy.vierboom@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 Desired Skills and Experience Demonstrated experience providing high quality advice and support to executive level audiences. Demonstrated experience in similar role delivering strategy and policy advice, strategic projects, and supporting governance functions Demonstrated experience operating in complex stakeholder environments and excellent skills in stakeholder engagement, negotiation and customer service. Demonstrated experience working in fast-paced environment, and balancing competing priorities. Understanding of the NSW Government digital context and operating environment. Flexibility and adaptability, thriving in a fast-paced, high-volume environment Strong organisational skills, with the ability to prioritise effectively and maintain attention to detail Excellent communication skills, both written and verbal Show more Show less Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the NSW Department of Customer Service team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Managing business functions Engaging with stakeholders Preparing strategic advice Key Strengths High-quality advice and support Stakeholder engagement Organisational skills ⚡ Flexibility and adaptability ️ Communication skills ️ Understanding of NSW Government Why NSW Department of Customer Service is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume. A Final Note: This is a role with NSW Department of Customer Service not with Hatch.