Role Purpose:
- The Product Support Analyst supports the delivery and ongoing digital commerce platforms, including the ticketing portal and payment solutions.
- This role sits at the intersection of business, technology, and operations, ensuring that product features are delivered on time, issues are resolved efficiently, and commercial requirements are translated clearly into executable work.
- With strong performance, this role provides a clear growth pathway to a Product Owner, with the opportunity to progressively own a digital channel end-to-end.
Key Responsibilities
Product Delivery & Support
- Support day-to-day delivery of digital commerce initiatives, particularly for ticketing portal features, promotions, bundles, and payment capabilities
- Track and manage project timelines, milestones, and dependencies across multiple workstreams and vendors
- Assist Product Managers / Product Owners in preparing user stories, acceptance criteria, release notes, and backlog grooming
- Coordinate UAT activities, regression testing, and go-live readiness with internal stakeholders
Payments & Commerce Operations
- Support implementation and maintenance of payment methods (e.g. cards, wallets, alternative payments) across digital channels
- Assist in issue triage for payment failures, refunds, reconciliation, and transaction discrepancies
- Work closely with vendors, finance, and IT to ensure commercial and operational requirements are met
Stakeholder & Vendor Coordination
- Act as a key liaison between business teams (Marketing, Park Ops, Finance), IT, and external vendors
- Track risks, issues and dependencies, and proactively surface concerns that may impact delivery timelines
- Support preparation of project updates, status reports, and post-implementation reviews
Continuous Improvement & Growth
- Analyse platform performance, support tickets, and operational data to identify improvement opportunities
- Contribute ideas to improve product processes, user experience, and delivery efficiency
- Progressively take on greater ownership of features or a digital channel, under mentorship from senior product leaders
Requirements & Experience
Experience
- 3-5 years of experience in a product support, business analyst, or digital project role
- Prior experience supporting digital commerce platforms, such as ticketing, e-commerce, or booking systems
- Hands-on experience working with project timelines, delivery milestones, and UAT coordination
- Exposure to payment systems, gateways, or digital wallets is strongly preferred
Skills & Competencies
- Strong organizational skills with the ability to manage multiple priorities and deadlines
- Comfortable working with both business and technical stakeholders
- Able to translate business requirements into clear, structured documentation
- Detail-oriented, analytical, and proactive in issue resolution
- Familiarity with Agile / Scrum delivery environments is an advantage
Mindset & Attributes
- Curious and eager to learn product ownership and end-to-end platform management
- Comfortable operating in a fast-paced, cross-functional environment
- Takes ownership, follows through, and seeks continuous improvement
- Strong interest in growing into a Product Owner role over time
