Oracle Fusion Application Support & Product Analyst (Ref: 197680)

Forsyth Barnes Consultancy; Abu Dhabi; Hybrid; AED 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid working arrangements

Healthcare coverage

Public-sector competency training

Job summary

Forsyth Barnes Consultancy in Abu Dhabi seeks a Product Manager & Level 1 Support to own daily support for enterprise apps and evolve into product steward. You will triage incidents, coordinate with vendors and translate business needs into concrete requirements.

The role emphasizes platform stability, timely enhancements, and strong stakeholder engagement, with hybrid working and UAE-based for occasional workshops and vendor coordination.

Qualifications

• 4+ years of hands-on enterprise application support.
• Experience in a Level 1 support or live production environment.
• Experience working with external vendors and managing third-party deliverables.
• Demonstrable business analysis skills including requirement gathering and UAT coordination.
• Strong stakeholder management and clear verbal and written communication.
• Familiarity with ITSM tools, ticket workflows and SLA reporting.
• Ability to prioritise work under pressure and maintain accurate documentation.
• Relevant degree or professional certification in IT, business analysis or product management is advantageous.

Responsibilities

• Serve as the primary contact for user inquiries and incident intake across the enterprise application stack.
• Triage, diagnose and resolve Level 1 incidents with clear documentation and timely updates.
• Draft and maintain functional requirement specifications for enhancements and fixes.
• Coordinate user acceptance testing and validate delivered changes against business needs.
• Monitor system health metrics and maintain the support ticket pipeline to drive continuous improvement.
• Prioritize backlog items in collaboration with stakeholders and advise on release planning.
• Provide regular status reports and maintain clear communication with business owners and delivery partners.

Skills

Stakeholder management

Business analysis

UAT coordination

Excellent communication

Prioritisation under pressure

Education

Degree or cert in IT/BA/PM

Tools

Oracle Fusion

ITSM tools

Job description

About Us

This organisation operates cultural and advisory services for government and businesses, delivering management consulting and hospitality-focused visitor experiences across Abu Dhabi. The organisation develops policy-aligned advisory programmes, manages stakeholder engagement for state initiatives and runs cultural and informational centres that host public-facing exhibitions and events. The operating model combines business services expertise with public-sector governance to support large-scale, high-impact programmes.

Job Description

The Product Manager & Level 1 Support will own day-to-day functional support for enterprise applications while progressing into product-level stewardship. The role requires resolving frontline incidents, coordinating escalations to vendors and translating business needs into implementable requirements. Success will be measured by platform stability, reduced incident turnaround, timely delivery of prioritized enhancements and high stakeholder satisfaction.

Key Responsibilities

• Serve as the primary contact for user inquiries and incident intake across the enterprise application stack.
• Triage, diagnose and resolve Level 1 incidents with clear documentation and timely updates.
• Draft and maintain functional requirement specifications for enhancements and fixes.
• Coordinate user acceptance testing and validate delivered changes against business needs.
• Monitor system health metrics and maintain the support ticket pipeline to drive continuous improvement.
• Prioritize backlog items in collaboration with stakeholders and advise on release planning.
• Provide regular status reports and maintain clear communication with business owners and delivery partners.

Requirements

• Minimum 4 years of hands-on experience supporting enterprise applications; Oracle Fusion experience preferred.
• Proven experience in a Level 1 support or application support role within a live production environment.
• Experience working with external vendors and managing third-party deliverables.
• Demonstrable business analysis skills including requirement gathering and UAT coordination.
• Strong stakeholder management and customer service aptitude with clear verbal and written communication.
• Familiarity with ITSM tools, ticket workflows and SLA reporting.
• Ability to prioritise work under pressure and maintain accurate documentation.
• Relevant degree or professional certification in IT, business analysis or product management is advantageous.

Benefits

• Competitive salary commensurate with experience and market benchmarks.
• Structured professional development and training opportunities aligned to public-sector competency frameworks.
• Healthcare coverage and standard UAE statutory benefits.
• Access to cultural programmes, events and learning resources run by the organisation.
• Flexible hybrid working arrangements depending on operational requirements.
• Opportunity to influence software roadmap and gain cross-functional exposure.

Other

Preference will be given to candidates with a public-sector or government-facing background and demonstrable experience supporting ERP or citizen-facing platforms. The role is based in Abu Dhabi and will require occasional onsite presence for stakeholder workshops, testing cycles and vendor coordination. Applicants should be prepared to pass standard background checks required for state engagements.