CRM Service Design Officer at New South Wales Government

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

30 Jul, 26

Salary

0.0

Posted On

01 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Business process improvement, System implementation, User acceptance testing, Microsoft Dynamics 365, Stakeholder management, Communication skills, Data analysis, Project management, Requirement gathering, Test scenario development, Defect management, Teacher accreditation processes, eTAMS, Microsoft Office, HP TRIM

Industry

Law Enforcement

Description

Guiding the future of NSW education Position details Clerk Grade 7/8 2 x temporary, full-time opportunities of up to 12 months with the possibility of extension Close to Wynyard station & hybrid work arrangements available About us At the NSW Education Standards Authority (NESA), we are dedicated to carrying out meaningful work that drives improvements and elevates student achievement across NSW, now and into the future. We accomplish this by supporting all school sectors with high-quality syllabuses, assessment (including managing the HSC and NAPLAN), teaching standards (e.g., accrediting teachers) and school environments (including setting and monitoring school standards). NESA is a unique organisation in NSW (of around 740FTE staff) with significant state-wide impact, visit our website to learn more about the important work we do. About the Role This is an opportunity to contribute to a significant technology reform within the School and Teaching Standards division, supporting the transition to a cloud-based CRM (Microsoft Dynamics 365). As a CRM Service Design Officer, you will play a key role in refining business processes, supporting user acceptance activities, and helping prepare the business for new ways of working. This role will suit an individual confident working across business and technical teams, and who can contribute to improving systems and processes in a structured, fast-paced project environment. You’ll be part of a collaborative program team focused on delivering practical, user-centred outcomes that support teacher accreditation in NSW. On a day-to-day basis you will be responsible for: Supporting the review and refinement of mapped business processes in collaboration with Business Analysts and stakeholders Assisting with the development of user acceptance criteria and test scenarios to ensure business requirements are met Participating in user acceptance testing (UAT), including executing test cases, logging issues, and tracking outcomes Working with IT teams and vendors to clarify business needs and verify that delivered functionality meets expectations Contributing to the identification and documentation of business process enhancements to improve system functionality Supporting broader project and business implementation activities as required Our ideal candidate will have: Demonstrated experience supporting business process improvement and system implementation activities, ideally within a structured project environment Experience contributing to user acceptance testing, including developing test scenarios, executing testing, and managing defects or issues Strong ability to manage competing priorities and deliver quality outcomes in a fast-paced environment Well-developed communication skills, with the ability to clearly translate business needs and technical concepts for diverse stakeholders Proven experience building and maintaining effective working relationships across business and technical teams Ability to analyse information, identify issues, and contribute to practical, user-focused solutions Appropriate knowledge of teacher accreditation processes and policies Appropriate knowledge, skills and experience in the use of Microsoft Dynamics 365, eTAMS, Microsoft Office, HP TRIM (Content Manager) Note: A current NSW Working with Children Check (WWCC) clearance for paid employment is required before commencing in this role. It is not required at the application stage. The cost of the WWCC clearance is the responsibility of the successful applicant. We invite you to download the role description for additional information on the position. At NESA you will benefit from: An organisation where your contribution has a big impact. An enviable CBD location (all modes of transport nearby, and excellent coffee and eateries) with refurbished offices. Flexible working arrangements and generous leave entitlements. Access to discounted health and fitness memberships via Fitness Passport, an employee assistance program and annual flu vaccinations. Salary packaging options. Working in a purpose driven and ethical organisation with committed colleagues. Ready to join us? Select apply and attach an up-to-date résumé (maximum 5 pages) and a cover letter (maximum 2 pages). Also address the 2 targeted questions below in your online application (maximum of 500 words per response - approximately): 1. Describe a time when you identified a gap, inefficiency, or risk in an existing business process or system. What steps did you take to analyse the issue, and how did your input contribute to a practical improvement? 2. Provide an example of how you contributed to user acceptance testing or a similar activity. How did you identify issues, prioritise your work, and support resolution in a fast-paced environment? Advice on applying for NSW Public Sector roles If you need reasonable adjustments for the recruitment process and workplace, please reach out to recruitment@nesa.nsw.edu.au Close date: Sunday, 10 May 2026 at 11.59pm AEST Thank you for your interest, we look forward to receiving your application. Important information NESA’s Statement of Commitment to Child Safety All children and young people have the right to be respected, feel safe, be safe, and protected from harm. NESA is committed to child safety and child safe practices underpinning our purpose of helping children and young people leave school, ready to take advantage of life’s opportunities and rise to its inevitable challenges. We particularly welcome applications from Aboriginal and Torres Strait Islander people, people with disability, people of all ages, genders, cultural and linguistic backgrounds and the LGBTQIA+ community. Visa sponsorship is not available for this position. For ongoing roles, you must be an Australian or New Zealand citizen or an Australian Permanent Resident. Australian Temporary Residents may be considered for a fixed term contract for the length of their visa, depending on the requirements of the hiring area and the position. A Talent Pool (valid for 18 months) may be created for future ongoing and temporary roles.

Responsibilities

The CRM Service Design Officer will support the transition to a cloud-based Microsoft Dynamics 365 system by refining business processes and facilitating user acceptance activities. They will collaborate with IT teams and stakeholders to ensure system functionality meets business requirements and supports teacher accreditation outcomes.