Senior Product Owner

Clerk Grade: 9/10
Employment Type: Ongoing, full-time opportunity
Sydney CBD based, office attendance required
This role sits within the Government Shared Services Division in the DCS eApprovals team

About the team
Exciting opportunity for a Senior Product Owner to join the DCS eApprovals team in Government Shared Services.

This role is responsible for administering and managing the eApprovals platform within DCS, providing technical support to agencies, as well as delivering reporting services. You will ensure the platform operates seamlessly in alignment with DCS and agency requirements, while also leading a small team to support these services. You will work across the Customer Service Cluster to provide specialist eApprovals support for the department and its Ministers offices.

Your day-to-day

• Lead the day-to-day operations of the platform, providing user support-including for VIPs-while ensuring that platform enhancements align with business needs and adhere to established processes. Investigate issues as they arise and conduct testing to implement fixes.
• Manage, guide, mentor, and coach staff to enhance their capabilities, ensuring business outcomes and service standards are consistently met
• Serve as the primary point of contact for clients, ensuring the delivery of high-quality service, proactive engagement, and effective problem-solving.
• Bring a strong customer focus to all aspects of the role. Manage relationships with stakeholders, including third-party vendors, ensuring effective collaboration and service delivery.
• Provide reporting and preliminary data analysis to ensure quality assurance and remediation within the platform. Develop or refine management reports, ensuring data integrity and accurate, data-driven reporting
• Manage and deliver training (as requested) and provide resources to ensure users can effectively utilize the platform.
• Manage and assist with rapidly changing priorities and conflicting perspectives
• Be accountable for work outputs with minimal supervision
• Generate and manage Power BI reports
• Manage changes to the eApprovals platform from start to finish, including system enhancements, certificate renewals, and break fixes. Represent technical changes at the Change Advisory Board (CAB) and coordinate testing efforts.
• Management of eApprovals Intranet Page
• Lead and oversee the delivery of projects as they relate to the eApprovals platform

To be successful in this role you will demonstrate:

• Tertiary qualifications or equivalent ICT industry experience
• Demonstrated experience managing applications, with a preference for expertise in procurement workflow systems and Power BI.
• Experience in the use and functionality of ServiceNow
• Strong people management skills, including workload management, setting purpose and direction, fostering employee engagement and development, and leading teams through change.
• Strong background in engaging with or managing ICT operational processes, including (but not limited to) Change and Release Management, Vendor Management, Continuous Service Improvement, and Incident Management
• Ability to coordinate and test platform enhancements and upgrades, ensuring successful implementation in line with DCS' standards.
• Strong communication, problem solving and influencing skills.
• Demonstrated experience in building and nurturing positive stakeholder and business relationships, with a focus on engaging VIPs
• Experience developing and implementing solutions to complex and sensitive matters
• A strong understanding of project management methodologies, including Waterfall, Agile, and Scrum approaches
• ITIL Certification or equivalent qualification (desirable)

Salary Grade 9/10, with the base salary for this role starting at $125,693 base plus superannuation

For enquiries relating to recruitment please contact Katerina Xenos via [email protected].

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, 28th May 2025 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 [email protected] or 02 9494 8351.

For more information, please visit:

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