Platform Analyst – Customer Contact Systems (Hybrid, Melbourne)

Qantas Airways; Melbourne; Hybrid; AUD 85,000 - 120,000; Full time

Benefits offered by this job

Staff travel discount

Job summary

Jetstar in Melbourne is seeking a Platform Analyst to join our Customer & Corporate Technology team, supporting the delivery, enhancement and ongoing operation of Customer Contact Systems. You will work closely with business stakeholders, Product Owners, delivery teams and external vendors to ensure platforms remain reliable, secure and aligned to customer and operational needs.

We're looking for someone who can translate business needs into actionable outcomes, support product roadmaps, analyse

Qualifications

• 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 tech 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, governance requirements.

Skills

Platform Analysis

Business Analysis

Product Support

Technology Operations

Tools

Jira

Confluence

ServiceNow

Microsoft 365

Job description

Jetstar in Melbourne is seeking a Platform Analyst to join our Customer & Corporate Technology team, supporting the delivery, enhancement and ongoing operation of Customer Contact Systems. You will work closely with business stakeholders, Product Owners, delivery teams and external vendors to ensure platforms remain reliable, secure and aligned to customer and operational needs.

We're looking for someone who can translate business needs into actionable outcomes, support product roadmaps, analyse