Platform Analyst

• 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