Senior CRM Business Analyst

Role overview

Key responsibilities

• Gather, analyze, and validate 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.
• Coordinate business users and delivery teams; manage and prioritize the requirements backlog.
• Support UAT, test scenarios, defect clarification, requirement validation, and business sign-off.
• Assist with data migration, reporting, integration, data validation, and reconciliation requirements.
• Prepare user guides, process documentation, training materials, and adoption support materials.
• Support go-live, user adoption, hypercare, continuous improvement, and identification of project risks and change impacts.
• Recommend process improvements using Dynamics 365 and Power Platform capabilities; support Sales, Customer Service, Case Management, Contact Center, Omnichannel, and Customer Journeys.

Must-have qualifications

• Proven experience as a Senior CRM Business Analyst, CRM Business Analyst, or similar business analysis professional.
• Fluency in Arabic is mandatory.
• Strong business requirements gathering, analysis, validation, and documentation experience.
• Practical Microsoft Dynamics 365 CRM experience.
• Ability to produce user stories, functional specifications, and acceptance criteria.
• Understanding of process mapping, gap analysis, and process improvement.
• Experience facilitating stakeholder workshops and working with technical delivery teams.
• Knowledge of UAT, test scenarios, defect management, and business sign-off.
• Strong communication, analytical, problem-solving, and stakeholder management skills.
• Able to work onsite in Dubai during UAE business hours.

Advantageous experience

• Power Platform, including Power Apps and Power Automate.
• Exposure to multiple Dynamics 365 modules, including Sales, Customer Service, Case Management, Contact Center, Omnichannel, and Customer Journeys.
• CRM implementations, upgrades, enhancements, or transformation projects; data migration, integrations, reporting, validation, or reconciliation.
• Training materials, user guides, process documentation, Agile or Scrum delivery, backlog tools, go-live, change management, adoption, or hypercare experience.
• Client-facing consulting, enterprise technology, or cross-functional and distributed delivery teams.