Support Readiness Analyst

WaterNSW Parramatta, New South Wales, Australia Support Readiness Analyst (full‑time, permanent) Ready to make a splash in your career? WaterNSW is seeking an experienced Support Readiness Analyst to join our team, contributing to a more sustainable future for the state. Our Perks And Benefits Flexible working. Work a 9‑day fortnight at full pay on the Enterprise Agreement. Up to 16 weeks paid parental leave. Fertility leave. Corporate wear allowance. Professional development and educational assistance. Access to remote area benefit packaging – based on work location. Salary starting from $121,185.00 base + 12% super. And so much more What You’ll Do Embed within project teams and ITIL transition processes (e.g. Change Advisory Board) to ensure new and changed technologies are fully supportable at launch, with clear documentation and readiness assessments completed. Design and maintain self‑service portals, AI‑assisted support tools, and chatbot content to empower end users with accessible, accurate, and timely support information. Train team members on AI‑assisted support workflows and escalation protocols. Monitor usage and feedback to continuously improve digital support experiences. Develop and deliver support materials, training, and guidance to enhance the capability of Technology Experience team members, reducing escalations, improving first‑contact resolution and lifting productivity. Administer services that enhance team performance and technical experience for users, including device monitoring to identify performance issues and proactively resolve incidents before they impact users and end‑user device management systems. Identify opportunities for improvement and collaborate with other teams to resolve issues or provide workarounds, reducing demand on the team. Maintain awareness and knowledge of latest industry developments, trends and best practice in the face of rapid and wide‑ranging developments in IT. What We Are Looking For Degree qualifications in technology management or related fields or equivalent extensive experience. Knowledge of Service Delivery and Service Management frameworks. Experience in Service Desk management systems (such as ServiceNow) and operational support systems (such as Intune). Strong verbal and written communication skills, enabling clear interaction with staff and stakeholders at all levels, including translating technical solutions for non‑technical audiences. Current NSW Drivers Licence. How We Will Support You At WaterNSW, we balance flexibility – and the way we work – with the needs of the business, our teams, and us as individuals. When it comes to working in an office, we work in a hybrid way. If you’re required to be in the field or on site, the benefits of flexibility can be achieved in other ways, such as through a condensed work week. We are proud to be a WORK180 Endorsed Employer and are committed to providing equal opportunities for women. Visit our WORK180 page to access our benefits and career development opportunities. More About Our Team / Culture No matter how or where you work, safety is the number one priority. This means the physical and mental safety of you, your colleagues, and the public. Who is WaterNSW? WaterNSW operates the state’s dams, capturing and storing water, and then supplying it ready for distribution – for the environment, agriculture, industry and the community. With 41 major dams and hundreds of waterways across the state, we play a vital role at the source of the state’s water, delivering two thirds of all water used in NSW. We’re the people taking care of the state’s water at the source – capturing, storing, delivering. Find out more at waternsw.com.au . Contact For more information, please reach out to: Nathan Hollis ( ) Please note applications for this position will close on 26th November 2025, 5.00pm. Apply Now Equal Opportunity Statement We are a 2025 Circle Back Initiative Employer – we commit to respond to every applicant. We are committed to providing equal opportunities for all individuals, including women, in line with the WORK180 endorsement. Work Rights You must have full work rights in Australia to qualify for all positions at WaterNSW. #J-18808-Ljbffr