Platform Analyst

Qantas Group; City of Melbourne; Hybrid; AUD 100,000 - 140,000; Full time

Benefits offered by this job

Staff travel discount

Job summary

Jetstar in Melbourne's Docklands is seeking a Platform Analyst to support our customer contact systems within the Customer & Corporate Technology team. You will partner with business stakeholders, Product Owners, delivery, support teams and external vendors to ensure platforms are reliable, secure and aligned to customer and operational needs.

You will translate business needs into actionable outcomes, contribute to roadmaps, analyse platform performance and drive continuous improvements across

Qualifications

• Experience in Platform Analysis, Business Analysis, Product Support or Technology Operations within a complex business environment.
• Experience gathering requirements, documenting processes and supporting technology delivery in an agile environment.
• Strong analytical and problem-solving skills with the ability to translate data and insights into practical recommendations.
• Excellent stakeholder engagement and communication skills, with the ability to collaborate across business, technology and vendor teams.
• Experience with enterprise technology platforms and tools such as Jira, Confluence, ServiceNow and Microsoft 365, with exposure to CRM or contact centre technologies highly regarded.

Responsibilities

• Support the ongoing operation, enhancement and optimisation of Customer Contact Systems that underpin Jetstar's customer care and contact centre capabilities.
• Partner with business and technology stakeholders to gather, analyse and document requirements for platform enhancements and improvements.
• Analyse incidents, customer feedback and operational trends to identify opportunities to improve customer experience, platform performance and operational efficiency.
• Support roadmap execution, backlog refinement, testing and change activities to ensure successful delivery outcomes.
• Monitor platform performance, support trends and operational risks, providing evidence-based recommendations for continue improvements.
• Build strong relationships across technology, operations and vendor partners while supporting risk, compliance and governance requirements.

Skills

Platform Analysis

Business Analysis

Product Support

Technology Operations

Jira

Confluence

ServiceNow

Microsoft 365

CRM / Contact Centre tech

Tools

Jira

Confluence

ServiceNow

Microsoft 365

Job description

We’re Jetstar. You may know us for our famous low fares, but did you also know that we’ve flown more than 400 million customers since we launched in Australia in 2004? In fact, each week we operate around 3,000 flights to nearly 40 destinations across Australia, New Zealand, Asia and the Pacific. We also operate a fleet of more than 80 aircraft, including state-of-the-art Airbus A320/21 NEO aircraft and the Airbus A320 family and Boeing 787-8s. Every day we enable more people to takeoff to more places, more often.

Impressive numbers? What's even more impressive is the team of extraordinary people taking off together day in day out, flight after flight.

Our people are the real jet stars!

• Help shape the technology platforms that power Jetstar's customer care and contact centre experience.
• Flexible ways of working – hybrid model with 3 days onsite
• Permanent opportunity, based at our head office in Docklands, Melbourne

If you’ve ever thought about a career in aviation - now is the perfect time to take off with Jetstar! We are undertaking one of the biggest recruitment campaigns in our 20-year-history. Join us during an exciting period as we welcome more state-of-the-art aircraft, launch new international routes and continue our mission to help more people take off through low fares.

Our team sits at the intersection of innovation and reliability, delivering cloud-native capabilities that power critical decision-making across Jetstar's complex aviation ecosystem. As a Platform Analyst, you'll join our Customer & Corporate Technology team, supporting the delivery, enhancement and ongoing operation of Customer Contact Systems. Working closely with business stakeholders, Product Owners, delivery teams, support teams and external vendors, you'll help ensure our platforms remain reliable, secure and aligned to customer and operational needs.

We're looking for someone who is passionate about technology, customer experience and continuous improvement. You'll play an important role in translating business needs into actionable outcomes, supporting product roadmaps, analysing platform performance and helping drive meaningful improvements across our customer contact ecosystem.

Key responsibilities of the role include:

• Support the ongoing operation, enhancement and optimisation of Customer Contact Systems that underpin Jetstar's customer care and contact centre capabilities
• Partner with business and technology stakeholders to gather, analyse and document requirements for platform enhancements and improvements
• Analyse incidents, customer feedback and operational trends to identify opportunities to improve customer experience, platform performance and operational efficiency
• Support roadmap execution, backlog refinement, testing and change activities to ensure successful delivery outcomes
• Monitor platform performance, support trends and operational risks, providing evidence-based recommendations for continue improvements
• Build strong relationships across technology, operations and vendor partners while supporting risk, compliance and governance requirements.

To be considered for this role, you will have:

• Experience in Platform Analysis, Business Analysis, Product Support or Technology Operations within a complex business environment
• Demonstrated experience gathering requirements, documenting processes and supporting technology delivery in an agile environment
• Strong analytical and problem-solving skills with the ability to translate data and insights into practical recommendations
• Excellent stakeholder engagement and communication skills, with the ability to collaborate across business, technology and vendor teams
• Experience with enterprise technology platforms and tools such as Jira, Confluence, ServiceNow and Microsoft 365, with exposure to CRM or contact centre technologies highly regarded

Application closes on 31st August apply at the earliest to be considered!

Your life at Jetstar is unlike any other..

You and your nominated travel companions can take-off more with our famous Qantas Group Staff Travel discount.

Live the travel dream:

Join a fun, driven team where work feels like a holiday. Our people take every opportunity to take-off together and find ways to help their teammates soar.

Make work feel like a holiday:

Join a fun, driven team where work feels like a holiday. Our people take every opportunity to take-off together and find ways to help their teammates soar.

There’s a place for everyone at Jetstar:

For us, travel and meeting new people go hand in hand. We invite our people to get involved in various Employee Network Groups that play an important role in creating our inclusive and supportive culture that we are fiercely proud of. We believe that teams with a diversity of ideas and experiences are more creative, innovative and solve problems quickly. We welcome applications from anyone who wants to take-off with us. If you have support or access requirements, just reach out and let us know what you need.

We’re Jetstar. Let’s take-off together!