Oracle Fusion: Product & Level 1 Support Analyst

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

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.