Student Services Specialist

• Multiple full-time, 1 year fixed-term positions available 

• Join a newly established specialist team focused on delivering exceptional student services to resolve complex and sensitive student matters  

• An exciting opportunity to be valued for your specialist knowledge, case management expertise, and commitment to exceptional student service 

• Must be available for 5 days a week on-campus work across multiple Sydney campuses as well as across the University seasonal break period 

• Base Salary $107,312 + 17% superannuation 

About the opportunity

The University of Sydney is establishing a dedicated team of Student Services Specialists to provide expert case management and coordination for some of the most complex student matters across the student lifecycle. The team will operate as an independent service within the Student Services Portfolio, providing a single point of coordination for students whose circumstances require support across multiple service areas. 

As a Student Services Specialist, you will manage complex, sensitive and escalated student cases, coordinating responses across functions while ensuring timely, consistent and student-centred outcomes. You will exercise a high degree judgement to assess risk, manage competing priorities, and navigate complex situations involving student lifecycle matters and service delivery. 

This is a unique opportunity for experienced student services professionals who enjoy solving complex problems, delivering exceptional student services and making a meaningful difference to the student experience. 

Your key responsibilities will include

• Acting as the case manager and single point of contact for complex, sensitive and escalated student matters that require coordination across multiple teams

• Managing end-to-end case workflows, including diagnosis, investigation, stakeholder engagement, communication and outcome delivery. 

• Assessing risk, urgency, impact and complexity to prioritise and coordinate actions that support positive student outcomes. 

• Coordinating parallel actions across service units to accelerate resolution and avoid unnecessary handovers or delays. 

• Providing specialist advice on complex student administration matters through interpretation of policies, procedures and precedent 

• Investigating escalated matters, including evidence gathering, analysis and the preparation of recommendations for decision-makers where required.  

• Communicating with empathy, professionalism and transparency while providing regular updates to students and stakeholders throughout the lifecycle of a case. 

• Maintaining accurate records, documentation and reporting to support governance, compliance and informed decision-making. 

• Identifying recurring issues, service gaps and improvement opportunities arising from case management activities and contributing to service enhancement initiatives across the Students Portfolio. 

• Building productive relationships with internal and external stakeholders to support collaborative problem-solving and consistent service delivery outcomes. 

About you 

You are an experienced and highly capable student services professional who thrives when working through complex situations and competing priorities. You enjoy investigating issues, engaging stakeholders, and finding practical solutions while ensuring students receive a positive and supportive experience. 

You will bring: 

• A strong customer service ethos and commitment to delivering positive student outcomes. 

• Demonstrated experience managing complex cases or enquiries from commencement through to resolution. 

• Strong judgement and decision-making skills, with the ability to assess risk, identify solutions and operate within policy and procedural frameworks. 

• Experience managing sensitive, high-risk or escalated matters with professionalism, tact and discretion. 

• Exceptional organisational skills and the ability to manage multiple priorities and deadlines in a fast-paced environment. 

• Excellent written, verbal and interpersonal communication skills, with the ability to engage effectively with students and stakeholders at all levels via digital, phone, and face-to-face means. 

• Demonstrated ability to work collaboratively across teams and influence outcomes without direct authority. 

• Experience using case management and service management platforms such as ServiceNow or similar systems. 

• Strong analytical and investigative skills, including the ability to identify themes, trends and opportunities for continuous improvement. 

• Experience within a tertiary education environment and knowledge of student administration processes will be highly regarded. 

This role requires flexibility and a strong on-site presence. You may be required to travel across Sydney campuses and potentially the wider region to support operational needs. This is a fully campus-based position, working five days per week on-site. In addition, availability to work through the University’s seasonal period is essential to ensure continuity of service for our student community. 

Sponsorship / work rights for Australia

You must have unrestricted work rights in Australia for the duration of this employment to be eligible to apply. Visa sponsorship is not available for this appointment.

Pre-employment checks and declarations 

  Your employment is conditional upon the successful completion of all pre-employment or background checks required for the role in terms satisfactory to the University.  Also, to meet the University’s obligations under the National Higher Education Code to Prevent and Eliminate Gender-Based Violence you will be asked to declare if you have been investigated for, or found to engaged in, sexual harm or gender-based violence in the course of previous employment or in a legal process. Similarly, your ongoing employment is conditional upon the satisfactory maintenance of all relevant clearances and background check requirements. If you do not meet these conditions, the University may take any necessary step, including the termination of your employment.

EEO statement 

At the University of Sydney, our shared values are trust, accountability and excellence and we strive to be a place where everyone can thrive. We are committed to creating a University community that thrives through diversity and reflects the wider community that we serve. We deliver on this through our commitment to diversity and inclusion, evidenced by our people and culture programs, as well as key strategies to increase participation and support the careers of Aboriginal and Torres Strait Islander People, women, people living with a disability, people from culturally and linguistically diverse backgrounds, and those who identify as LGBTQIA+. We welcome applications from candidates from all backgrounds. 

We are proud to be recognised as an Australian Workplace Equality Index (AWEI) Platinum Employer. Find out more about our work on diversity and inclusion. 

How to apply

Applications (including a cover letter, CV, and any additional supporting documentation) can be submitted via the Apply button at the top of the page.  

For employees of the University or contingent workers, please login into your Workday account and navigate to the Career icon on your Dashboard.  Click on USYD Find Jobs and apply.

For a confidential discussion about the role, or if you require reasonable adjustment or any documents in alternate formats, please contact Tooba Fida, Recruitment Operations by email to [email protected]

© The University of Sydney

The University reserves the right not to proceed with any appointment.

Click to view the Position Description for this role.

Applications Close

Thursday 23 July 2026 11:59 PM