Do you want your work to make a difference for NSW?
Working with and coordinating corporate and enabling functions that support our vision of creating thriving environments and communities for every generation.

• Join Us in Building a Sustainable Future for NSW
• Ongoing, full-time opportunity
• Office location Parramatta, hybrid working supported
• Salary relative to experience, $113,574 - $125,720 + 12% superannuation

Join the NSW Department of Climate Change, Energy, the Environment and Water (DCCEEW) as an IT Service Operations Process Analyst and help drive service excellence across our technology landscape.

You will play a key role in managing and improving incident and problem management processes across DCCEEW. You’ll work closely with internal teams and external service providers to ensure service levels are met, root causes are addressed, and software licensing is optimised and compliant.

Key Responsibilities

• Develop and maintain incident and problem management processes aligned with ITSM frameworks.
• Coordinate root cause analysis and corrective actions for recurring issues.
• Monitor incident queues and ensure timely resolution across service providers.
• Manage software licensing processes, including renewals and compliance.
• Identify opportunities for continual service improvement and contribute to performance reporting.

About You

The ideal candidate will bring experience in applying IT Service Management (ITSM) frameworks and managing service operations, with a strong ability to communicate clearly and collaborate effectively across diverse stakeholder groups. They will demonstrate analytical thinking and sound problem-solving skills, show a commitment to delivering excellent customer service and driving continuous improvement, and possess a solid understanding of cyber security responsibilities and compliance requirements.

Essential Requirements

• Knowledge and experience in incident, problem, and software license management.
• Familiarity with ITSM tools and methodologies.
• Ability to work across teams and manage relationships with external providers.
• Experience in managing incident escalations and complex incidents involving multiple support groups.

For more information read the full Role Description: IT Service Operations Process Analyst

Who we are

The Department of Climate Change, Energy, the Environment and Water (DCCEEW) works to protect the state’s environment and heritage. It leads the way on climate change, driving the sustainable transition to a net zero economy, powered by affordable, reliable, and clean energy.

 DCCEEW conserves and protects the state’s natural environment. It manages the NSW national park estate, including its rich and diverse biodiversity and Aboriginal cultural heritage for future generations.

 DCCEEW also ensures sustainable management of water resources across the state, to support the environment, communities and industry.

We acknowledge the ongoing custodial responsibilities of the Aboriginal peoples of NSW to care for Country and water and are committed to establishing meaningful partnerships with Aboriginal peoples in the management of the environment.

To Apply

If excited by the information above, we look forward to receiving your application, including a copy of your resume and cover letter expressing your interest and suitability for the role.

Please also note, to be eligible for an ongoing role in the NSW Public Sector you need to be an Australian Citizen or Permanent Resident. For temporary and casual roles, you need to hold a valid visa giving you permission to work in Australia as required by the role.

Applications close 2 November 2025 at 11:55PM.

Should you require further information about the role please contact Sue Norris  sue.norris@dcceew.nsw.gov.au

Looking for more information or assistance in applying?

• Our commitment to a diverse and inclusive workplace.
• How we encourage and support people with disability
• Information and adjustments for individual needs for the recruitment process and the workplace.

If you require an adjustment for your application process, please contact our Talent Acquisition Team by emailing dcceew.ta@dpie.nsw.gov.au or contacting Gemma Battison on 0499 944 566 (please mention reference number 545607).

If you are an Aboriginal or Torres Strait Islander use our Guide for Aboriginal Applicants to assist with applying for roles or contact our Aboriginal Career pathways team for a yarn.

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