Senior Technical Lead (WFM Platforms)

• SNSW Grade 9/10

• Location - Haymarket, Parramatta or Gosford

• 1 x Ongoing Full-Time
  

About the Role:
We are seeking a skilled and motivated Senior Technical Lead to join the Digital Services Platform Team at Service NSW. In this pivotal role, you will provide end-to-end technical expertise across a suite of Workforce Management and Service Delivery platforms.

As the senior technical expert in a newly established team, you will contribute towards shaping platform strategy & architectural decisions, and ensure scalable, secure, and high-performing service delivery platforms. You will work closely with internal stakeholders across Service NSW and the Department of Customer Service (DCS), as well as with external vendors, to deliver integrated solutions that support critical workforce and operational functions.

This is an exciting opportunity to influence enterprise-wide technology outcomes, lead technical planning and execution, and contribute to the success of some of NSW's most vital citizen-facing services.

Responsibilities:

• Technical Leadership & Solution Design
  Provide expert technical guidance and architectural oversight across a portfolio of SaaS-based Workforce Management (WFM) platforms, including Nexa, Noggin, UKG Pro, Kronos, and bespoke Power Apps. Drive solution development and systems integration by working collaboratively with vendors, internal teams, and stakeholders. Manage change requests and ensure that all solutions align with organisational strategies, technical policies, security standards, and compliance requirements.

• SaaS Platform Architecture & Implementation Oversight
  Lead the design and governance of scalable and secure system architectures tailored to SaaS platforms. Ensure optimal configuration, data integrity, and performance across platforms by engaging closely with vendors and internal technical teams. Evaluate emerging technologies, validate architectural decisions, and provide technical direction to support evolving business needs.

• Service Management & Operational Governance
  Oversee incident, problem, request, and change management activities in alignment with ITIL practices. Coordinate with vendors and cross-functional teams to ensure timely resolution of issues, minimise service disruptions, and maintain operational continuity across all platforms.

• Platform Support & Performance Monitoring
  Act as a key escalation point for complex technical issues. Drive performance monitoring, health checks, and proactive platform reviews through vendor-led support models. Ensure service levels are maintained, and improvements are implemented through data insights and platform metrics.

• Continuous Improvement & Stakeholder Engagement
  Continuously assess existing processes and platform capabilities to identify opportunities for operational and service improvement. Lead solution walkthroughs, platform reviews, and capability uplift initiatives in partnership with business stakeholders and vendor partners. Ensure enhancements are effectively communicated, adopted, and embedded across the organisation.

Technical Expertise:

• Demonstrated strong programming background with practical experience in multiple languages such as Python, SQL, Java, and JavaScript, enabling efficient development, integration, automation, and troubleshooting across a diverse range of platforms and use cases.

• Leverage programming skills to support tasks such as API integration, data transformation, custom scripting, batch processing, performance optimisation, and development of lightweight tools or utilities to enhance platform operations.

• Apply coding capabilities to design and automate technical workflows, support access reviews (e.g. RBAC automation), develop observability dashboards, and enable cross-platform data flows.

• Expertise in Workforce Management Solution Design and experience in implementing WFM technologies would be an advantage.

Support office roles will be headquartered across McKell, Parramatta and Gosford. We will consider role headquarters outside of the above locations where the role can reasonably be performed from that location taking into consideration the operational, financial and customer requirements of the role, and an ability to attend an NSW Government workplace as required. At the point an employee is notified of our intention to assign them to a role, the relevant leader will discuss headquarter options.

Salary Service NSW Grade 9/10, with the base salary for this role starting at $126,898 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Lauren Johnson 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: Tuesday 3 June 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.

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