Product Support and Test Analyst

Guiding the future of NSW education

Position details

• Clerk Grade 5/6

• Full-time, Salary: $102,936 to $113,579 p.a. plus employer’s contribution to superannuation and leave loading

• Temporary, 12 month role with a possibility of extension

• Close to Wynyard station & hybrid work arrangements available

• Contact for enquiries: Ashish Singh via Ashish.Singh@nesa.nsw.edu.au

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

Join the NSW Education Standards Authority (NESA) and play a key role in supporting the delivery and continuous improvement of innovative digital curriculum products used across NSW. As a Product Support and Test Analyst, you will provide operational support, customer onboarding and software testing for NESA's Machine-Readable Curriculum (MRC) platform, APIs and Digital Curriculum products.

This is an exciting opportunity for someone who enjoys solving technical problems, working directly with customers and stakeholders, and contributing to the delivery of high-quality digital products. You'll work closely with Product Owners, developers, business teams and external partners to ensure reliable service delivery, successful customer adoption and seamless product releases, while supporting technology that helps improve educational outcomes across NSW.

On a day-to-day basis you will be responsible for:

• Providing product support for Digital Curriculum products, including the Machine-Readable Curriculum platform, APIs and associated applications.

• Investigating, triaging, resolving and escalating incidents in line with agreed service levels.

• Planning and executing functional, integration, regression, user acceptance and release testing to support high-quality product releases.

• Supporting customer onboarding activities, including API access, integration validation, access management and technical guidance.

• Developing and maintaining product documentation, including API guides, test artefacts, release notes, knowledge articles and onboarding materials.

• Monitoring product performance, investigating defects and analysing support trends to identify opportunities for continuous improvement.

• Collaborating with Product Owners, developers, business stakeholders and vendors to support testing, defect resolution, releases and product enhancements.

• Translating technical concepts into practical guidance for customers and stakeholders with varying levels of technical knowledge.

Our ideal candidate will have:

• Experience supporting enterprise digital products, applications or APIs.

• Experience planning and executing automation testing, including functional, integration, regression and user acceptance testing.

• Experience using API testing tools such as Postman, Swagger/OpenAPI or equivalent.

• Experience working with Content Management Systems (CMS) and testing website or digital content platforms is desirable.

• Experience producing high-quality documentation, including test cases, user guides and technical documentation.

• Demonstrated ability to work directly with customers and stakeholders to support onboarding, product adoption and issue resolution.

• Strong problem-solving skills, with the ability to analyse issues across multiple technology layers and identify practical solutions.

• The ability to manage competing priorities while balancing customer support, onboarding activities, testing and release delivery.

• A customer-focused approach, with a commitment to delivering high-quality services and building effective stakeholder relationships.

• A willingness to learn, adapt to new technologies and continuously improve processes and services.

Essential requirement:

• Relevant tertiary qualification in Information Technology, Computer Science or related discipline, or equivalent experience.

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?

Key information: If you are a current NESA employee or from another NSW government agency who use SuccessFactors for Recruitment and myWorkZone for Payroll, it’s important to apply through SuccessFactors to ensure your application reaches our system in the right place. If you need advice on that process, follow this guide.

For all other candidates:

Select “Apply now” 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):

• A new customer is integrating with a product API. They can connect successfully, but the data returned is not what they expected, and they are unsure whether the issue is with their integration or the product service. How would you investigate and manage this issue from first contact through to resolution? In your response, describe the information you would gather, the tools or evidence you would use, when you would involve other teams, and how you would keep the customer informed.

• NESA is preparing a release that changes both a Digital Curriculum website and the API used by external systems to consume the same curriculum information. How would you plan and carry out testing before recommending whether the release is ready to proceed? Explain the key areas you would test, how you would verify that the website and API remain consistent, the approaches or tools you would use, how you would manage defects, and what evidence you would want before supporting a go-live decision.

Advice on applying for NSW Public Sector roles

If you need reasonable adjustments for the recruitment process and/or workplace, please reach out to recruitment@nesa.nsw.edu.au

Close date: Friday 21 August at 11.59pm AEST

Thank you for your interest, we look forward to receiving your application.

#S/DNI

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