Senior CRM Business Analyst

Role and Work Location

Key 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.
• Bridge business stakeholders, CRM users, consultants, developers, testers, and project managers.
• Manage and prioritize the requirements backlog with client stakeholders and delivery teams.
• Support testing, UAT planning, defect clarification, validation, and business sign-off.
• Support data migration, reporting, integration, data validation, and reconciliation requirements.
• Prepare user documentation, process guides, training materials, and adoption materials.
• Support go-live, user adoption, hypercare, and continuous improvement; identify risks, dependencies, and change impacts.
• Support Dynamics 365 Sales, Customer Service, Case Management, Contact Center, Omnichannel, and Customer Journeys.

Required Skills and Experience

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

Good-to-Have Qualifications

• Power Platform experience, including Power Apps and Power Automate, is desirable.
• Experience with additional Dynamics 365 modules, CRM implementations or transformations, and data migration, integrations, reporting, or reconciliation is desirable.
• Training documentation, Agile or Scrum delivery, backlog tools, go-live, change-management, adoption, and hypercare experience are desirable.
• Client-facing consulting, enterprise technology, and cross-functional or distributed delivery-team experience are desirable.

Key Competencies