Quality Coordinator – Knowledge & Training
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Clerk grade 7/8 $113,574 - $125,720 plus super
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Ongoing Full Time role
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Location: McKell or Parramatta. 2 days per week in office required.
About us
DCS is transforming 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 role
We are seeking a Quality Coordinator – Knowledge & Training to join our evolving ICT Service Desk. This is an exciting opportunity to play a critical role in uplifting service quality, knowledge management, and training capability across a large, complex service environment.
This role is ideal for someone who is passionate about knowledge sharing, continuous improvement, and enabling frontline teams to deliver high-quality, consistent customer outcomes.
This role sits within Government Shared Services (GSS) ICT and is responsible for leading the development, maintenance, and continuous improvement of knowledge management practices that support the ICT Service Desk.
You will work closely with Service Desk leadership, frontline teams, vendors, and stakeholders to ensure knowledge content is accurate, accessible and compliant. You will also support the design and evaluation of training materials and initiatives that uplift capability, performance, and service outcomes.
What you will do
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Lead the capture, authoring, review and publication of knowledge content to ensure it is current, accessible and compliant
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Maintain a unified and consistent knowledge base across diverse support teams
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Regular review of Service Desk internal operating processes
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Ensuring key changes are updated into Induction related training material
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Facilitate knowledge compliance reviews and quality audits, identifying gaps, risks and improvement opportunities
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Develop and support training materials for frontline teams and team leaders
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Measure and report on knowledge management and training effectiveness, including knowledge usage and understanding rates
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Conduct regular quality reviews of Service Desk work to identify training or knowledge gaps
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Promote a collaborative knowledge sharing culture and support the adoption of knowledge management frameworks and tools
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Engage with vendors and service providers to validate documentation, escalation paths and troubleshooting guidance
About you
The successful candidate must demonstrate strong capabilities in:
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Demonstrated experience in knowledge management practices, ideally within an ICT or Service Desk environment
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Experience using ServiceNow ITSM for knowledge capture or similar platforms
Knowledge of, or experience with, Knowledge‑Centred Support (KCS) frameworks -
Strong written communication skills with the ability to explain complex concepts clearly
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A collaborative approach with the ability to influence and engage stakeholders
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Experience developing or supporting training initiatives and evaluating their effectiveness
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A strong customer service mindset and commitment to service quality
How to apply
To apply, please submit:
Your resume (maximum 5 pages)
A cover letter (maximum 2 pages) outlining your motivation for applying and how your skills and experience align with the role
Please note that assessments will be conducted for this role. This involves submitting your application for review, interview, workplace assessment, and reference checks.
Salary Grade 7/8, with the base salary for this role starting at $113574 base plus superannuation
For enquiries relating to recruitment please contact Tiffany Martin 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.
A talent pool, valid for 18 months, may be created for this position and used to fill future vacancies.
Closing Date: Monday 8 June 2026 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].
For more information, please visit
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process
