Senior Project Support Specialist- Knowledge & Training

Job Description

• Drive the roadmap of the Salesforce Knowledge base, including identifying areas for improvement and new features to optimise usage
• Flexible ways of working – hybrid model with 3 days onsite
• Full time opportunity until the end of Feb 2026, based at our head office in Collingwood, Melbourne

Love travel and passionate about all things aviation. You’re in the right place. At Jetstar, you get to take-off at work, and in life.

As a team, we’re lucky we get to do both for a living – and we want you to be part of where we go next. Helping our teammates soar is what we’re all about. And with a new fleet of state-of-the-art aircraft, plus new routes being added, the sky’s the limit.

Take-off with your next opportunity!

At Jetstar, we are looking for a Senior Project Support Specialist - Knowledge and Training to help our business work smarter and more efficiently. You will be encouraged to think innovatively and develop and maintain best practice.  You will be responsible for overseeing the Salesforce Knowledge Base, including creating, updating and archiving of articles, and maintaining overall quality. You will assist the Product Owner with project documentation, attend project ceremonies and assist with testing and roll out as required.

To be successful in this role, you will have a strong background in digital customer contact solutions, solution design, knowledge management, training and excellent stakeholder management skills.

The core responsibilities of this role will be:

• Assisting with development of the Knowledge Enhancement Roadmap
• Delivering Knowledge Enhancement roadmap initiatives
• Creation of Knowledge Articles & formatting as required
• Monitor usage metrics and feedback on knowledge articles to identify areas of improvement
• Provide training and ongoing support to others who work with the platform
• Assisting the Product Owner in developing governance materials such as Project Charter, Business Requirements Documents, Change Forum documents and Status updates, and assist in socialising with stakeholders to achieve endorsement
• Gathering, negotiating and communicating specifics of project requirements as basis for developers and suppliers
• Undertaking analysis on ‘problem’ processes to identify causes and improvements, and develop business cases as a mandate to proceed to project
• Creation of test cases and coordination of UAT as required
• Ensuring delivered features and projects meet customer and business expectations in collaboration with Project Owner
• Working with, Project, Product Managers, Training and Knowledge teams and Business Owners to develop strategic goals and product vision

To be considered, key skills will include: 

• Experience with Knowledge management systems and methodologies
• Experience with writing copy for knowledge base, training, policy purposes
• Experience working as a Business Analyst or similar role
• Experience in an E-Commerce business and/or Travel Industry preferred
• Excellent communication skills and ability to interact with all levels of the organisation
• Experience in Agile estimation, planning and tracking software and metrics
• Ability to analyse inputs, outputs, map processes, identify deficiencies, envisage and communicate potential solutions

Applications close on the 15th of October

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.

We’re Jetstar.  Let’s take-off together!