Clerk Grade: 11/12

Salary Range: $149,739 - $173,174 plus superannuation and leave loading

Employment Type: Full-Time, Ongoing

Location: Sydney - 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.

Application Closing: Wednesday, 15th Oct 2025 [9:59am]

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

• Deliver end-to-end Salesforce solutions, encompassing planning, design, development, testing, training, and handover.
• Lead Salesforce solution teams through end-to-end delivery, ensuring outcomes align with agency needs and organisational goals.
• Collaborate with the Project Manager on delivery plans, client communication, project risk management, and budget adherence.
• Conduct business analysis, develop and estimate Salesforce technical designs and document processes and solutions.
• Facilitate agency workshops, showcases, and training sessions.
• Serve as a trusted advisor to agencies, leveraging the team's expertise to provide optimal solutions.
• Provide operational support and guidance as required to the Application Managed Services Team.

About you

The successful candidate must demonstrate strong capabilities in:

• Experience with Salesforce solutions, preferably with experience or knowledge of Public Sector Solutions, Service Cloud, Experience Cloud, Salesforce Shield, Service Cloud Voice, Field Service, Data Cloud & Marketing Cloud.
• Expertise in gathering business requirements and creating documentation such as process maps, architecture diagrams, and user stories.
• Strong consultative skills, enabling agencies to view you as a trusted advisor.
• Exceptional written and verbal communication skills, with the ability to effectively facilitate workshops, showcases, and training.
• Analytical mindset with a passion for improving processes and systems.
• Demonstrable ability to collaborate with diverse teams and deliver tailored agency solutions.
• Provide leadership, mentoring and guidance to other team members in the team.
• Passion for or experience working within the public sector.
• Contribute the growth of the practice through thought-leadership, development of solution accelerators, reusable assets and participation in other operational areas (recruiting, onboarding, training, enablement, etc.).

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 11/12, with the base salary for this role starting at $149,739 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Jyothsna Jain 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, 15th Oct 2025, 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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Information on adjustments available for the recruitment process