Platform Analyst

Jetstar Airways; Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Jetstar Airways is seeking a Platform Analyst to join the Customer & Corporate Technology team at our Docklands head office in Melbourne. You’ll help deliver, enhance and operate our Customer Contact Systems, working with stakeholders, product owners and delivery teams to keep platforms reliable and aligned with customer needs.

You will translate business needs into actionable outcomes, support roadmaps and analyse platform performance to drive meaningful improvements across our contact

Qualifications

• Experience in Platform Analysis, Business Analysis or Technology Operations in a complex environment.
• Proven ability to gather requirements and document processes for tech delivery in Agile.
• Strong analytical and problem-solving skills with data-driven recommendations.
• Excellent stakeholder engagement and collaboration across business, tech and vendors.
• Experience with enterprise platforms/tools such as Jira, Confluence, ServiceNow and MS 365; CRM or contact centre exposure is a plus.

Responsibilities

• Support operation, enhancement and optimisation of Customer Contact Systems.
• Collaborate with business and tech stakeholders to gather requirements for platform enhancements.
• Analyze incidents, feedback and trends to improve experience and performance.
• Support roadmap execution, backlog refinement, testing and changes.
• Monitor platform performance and provide evidence-based improvements.
• Build relationships across technology, operations and vendor partners while supporting governance.

Skills

Excellent stakeholder engagement

Analytical and problem-solving

Clear communication

Agile delivery experience

Tools

Jira

Confluence

ServiceNow

Microsoft 365

Job description

• 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

Your life at Jetstar is unlike any other..

Live the travel dream:

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

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.