Platform Analyst

Qantas Airways
Melbourne
Workplace: HybridFull timeFunction: IT Operations (Systems/Network Admin)Skills: ["Analytical skills","Problem-solving","Stakeholder engagement","Communication","Continuous improvement"]

Support the operation, enhancement, and optimization of Jetstar’s Customer Contact Systems that power the customer care and contact centre experience. Work with business stakeholders, Product Owners, delivery teams, support teams, and vendors to gather requirements, refine backlogs, and support testing and change activities. Analyze incidents, customer feedback, and operational trends to improve customer experience, platform performance, and operational efficiency, while monitoring risks and performance.

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Qantas Airways
Qantas Airways
4 days ago

Platform Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Support the operation, enhancement, and optimization of Jetstar’s Customer Contact Systems that power the customer care and contact centre experience. Work with business stakeholders, Product Owners, delivery teams, support teams, and vendors to gather requirements, refine backlogs, and support testing and change activities. Analyze incidents, customer feedback, and operational trends to improve customer experience, platform performance, and operational efficiency, while monitoring risks and performance.
Location: Melbourne
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: IT Operations (Systems/Network Admin)
Seniority: Entry level

Key Responsibilities

  • •Support ongoing operation, enhancement, and optimization of Customer Contact Systems for 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, operational risks, and trends, and provide evidence-based recommendations to drive improvements.

Pay and Benefits

Perks:Travel Allowance

Key Requirements

  • •Experience in Platform Analysis, Business Analysis, Product Support, or Technology Operations in a complex business environment.
  • •Experience gathering requirements, documenting processes, and supporting technology delivery in an agile environment.
  • •Strong analytical and problem-solving skills to translate data and insights into practical recommendations.
  • •Excellent stakeholder engagement and communication skills across business, technology, and vendor teams.
  • •Experience with enterprise technology platforms/tools such as Jira, Confluence, ServiceNow and Microsoft 365; exposure to CRM/contact centre technologies is highly regarded.
Experience:AviationCustomer contactEnterprise technology
Skills:Analytical skillsProblem-solvingStakeholder engagementCommunicationContinuous improvement
Languages:English
Tech Stack:JiraConfluenceServiceNowMicrosoft 365CRM

Company Brief

Qantas Airways
Australia’s flag carrier providing domestic, international and freight air services, operating Qantas, Jetstar and QantasLink brands, plus a loyalty business (Qantas Frequent Flyer) and aviation services.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Mascot, NSW, Australia
Founded: 1920
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