Senior CRM Business Analyst
Role Overview
Contract engagement on a time-and-materials basis; the description lists Dubai, UAE (DET).
The role works with business stakeholders, technical teams, and project delivery teams on Microsoft Dynamics 365 CE / CRM and Power Platform.
The candidate gathers and documents requirements, translates business needs into functional specifications, and supports design, testing, deployment, and improvement.
The description states a minimum of five years of experience and requires Arabic and English.
Key Skills for This Role
Full Job Posting
Role overview
Contract engagement on a time-and-materials basis; the description lists Dubai, UAE (DET).
The role works with business stakeholders, technical teams, and project delivery teams on Microsoft Dynamics 365 CE / CRM and Power Platform.
The candidate gathers and documents requirements, translates business needs into functional specifications, and supports design, testing, deployment, and improvement.
The description states a minimum of five years of experience and requires Arabic and English.
Responsibilities
- Gather, analyze, validate, and document requirements; identify processes, pain points, functional gaps, user needs, and improvements.
- Translate requirements into user stories, functional specifications, acceptance criteria, and testable requirements; facilitate stakeholder workshops.
- Support Dynamics 365 solution design and configuration discussions and act as a bridge between business and technical teams.
- Manage and prioritize the requirements backlog; support test planning, UAT, defect clarification, validation, and business sign-off.
- Assist with migration, reporting, integrations, data validation, and reconciliation; prepare process guides, manuals, and training materials.
- Support go-live readiness, adoption, and hypercare; identify risks, dependencies, operational impacts, and change needs; recommend process improvements.
Required skills and experience
- At least five years as a CRM Business Analyst or Functional Consultant in Microsoft Dynamics CRM / Dynamics 365 CE environments.
- Strong business analysis, requirements gathering and documentation, workshop facilitation, and stakeholder management skills.
- Functional understanding of Dynamics 365 Sales, Customer Service and Case Management, Contact Center and Omnichannel, Customer Journeys, Dataverse, and Power Platform.
- Ability to maintain BRDs, SRS, FRS, use cases, user stories, process flows, acceptance criteria, test scenarios, and user guides.
- Experience supporting solution design, configuration discussions, testing, UAT, data migration, and deployment.
- Strong analytical and problem-solving skills and clear communication across business and technical teams.
- Strong Arabic communication and excellent English proficiency, including business and technical documentation.
Preferred profile
- Experience with large-scale CRM transformation or implementation projects is preferred.
- Government, public-sector, or enterprise experience is preferred.
- Familiarity with Agile delivery and requirements backlog management is preferred.
- End-to-end CRM implementation and post-production support experience is preferred.
Key deliverables
Business requirements and functional specification documents; user stories, acceptance criteria, and a prioritized requirements backlog.
Business process flows and gap analysis; UAT plans, test scenarios, defect documentation, and sign-off support.
User documentation, training materials, and go-live support documentation.
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