Senior CRM Business Analyst

Role overview

Responsibilities

• Gather, analyze, and validate business requirements; document processes, pain points, gaps, user needs, and improvement opportunities.
• Translate requirements into user stories, functional specifications, acceptance criteria, and testable requirements.
• Facilitate stakeholder workshops and support Dynamics 365 solution design and configuration discussions.
• Manage and prioritize the requirements backlog and coordinate business and technical stakeholders.
• Support testing, UAT planning, defect clarification, requirement validation, and business sign-off.
• Support data migration, reporting, integrations, data validation, and reconciliation requirements.
• Prepare user documentation, process guides, training materials, and adoption support materials.
• Support go-live preparation, adoption, post-go-live hypercare, and continuous improvement.
• Identify project risks, dependencies, requirements gaps, operational impacts, and change impacts.
• Recommend process improvements using Dynamics 365 and Power Platform capabilities; support solutions across Sales, Customer Service, Case Management, Contact Center, Omnichannel, and Customer Journeys.

Required qualifications

• Proven experience as a Senior CRM Business Analyst, CRM Business Analyst, or in a similar business analysis role.
• Fluency in Arabic is mandatory.
• Strong experience gathering, analyzing, validating, and documenting business requirements; practical Microsoft Dynamics 365 CRM experience.
• Able to translate requirements into user stories, functional specifications, and acceptance criteria.
• Strong understanding of process mapping, gap analysis, and process improvement; experience facilitating workshops and managing expectations.
• Experience working with technical teams, developers, testers, consultants, and project managers.
• Knowledge of UAT, test scenarios, defect management, and business sign-off processes.
• Strong communication, analytical, problem-solving, and stakeholder management skills.
• Able to work onsite at the client location in Dubai during UAE business hours.

Good-to-have qualifications

• Experience with Power Platform, including Power Apps and Power Automate, and exposure to multiple Dynamics 365 modules are good-to-have.
• CRM implementation, upgrade, enhancement, or transformation experience is good-to-have.
• Familiarity with data migration, integrations, reporting, data validation, and reconciliation is good-to-have.
• Agile or Scrum exposure, backlog management tools, go-live support, change management, user adoption, and hypercare experience are good-to-have.
• Client-facing consulting or enterprise technology experience and cross-functional or distributed team experience are good-to-have.

Work location

• Onsite at the client location in Dubai during UAE business hours.