Platform Analyst: Aviation Customer Care Tech (Hybrid)

Qantasgroup; Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Staff travel discount

Hybrid work model

Job summary

Jetstar is seeking a Platform Analyst to help power Customer Contact Systems within the Customer & Corporate Technology team. You will translate business needs into actionable outcomes, support roadmaps, analyze platform performance and drive improvements across the customer contact ecosystem.

Based at our Docklands head office in Melbourne with a hybrid model (3 days onsite), this permanent role offers the chance to shape technology that underpins our airline’s customer care and operations.

Qualifications

• Experience in Platform Analysis, Business Analysis, Product Support or Technology Operations.
• 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.

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

Analytical skills

Stakeholder engagement

Agile delivery

Requirements gathering

Tools

Jira

Confluence

ServiceNow

Microsoft 365

Job description

Jetstar is seeking a Platform Analyst to help power Customer Contact Systems within the Customer & Corporate Technology team. You will translate business needs into actionable outcomes, support roadmaps, analyze platform performance and drive improvements across the customer contact ecosystem.

Based at our Docklands head office in Melbourne with a hybrid model (3 days onsite), this permanent role offers the chance to shape technology that underpins our airline’s customer care and operations.