Senior CRM Business Analyst (Arabic-Speaking)

Role overview

Required skills and experience

• 5+ years as a CRM Business Analyst or Functional Consultant in Microsoft Dynamics CRM / Dynamics 365 CE environments.
• Strong business analysis, requirements gathering, workshop facilitation, and stakeholder management skills.
• Functional understanding of Dynamics 365 Sales, Customer Service, Case Management, Omnichannel, Contact Center, and Customer Journeys.
• Understanding of Microsoft Dataverse and Power Platform.
• Experience preparing BRDs, SRS, FRS, use cases, user stories, process flows, acceptance criteria, test scenarios, and user guides.
• Strong Arabic communication and English command for business communication and technical documentation.
• Ability to coordinate effectively with business stakeholders and technical delivery teams.

Key responsibilities

• Gather, analyze, validate, and document business requirements; identify processes, pain points, gaps, user needs, and improvement opportunities.
• Translate requirements into BRDs, functional specifications, user stories, acceptance criteria, and testable requirements; facilitate stakeholder and delivery 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 data migration, reporting, integrations, validation, and reconciliation; prepare user documentation, process guides, and training materials.
• Support go-live, adoption, hypercare, and continuous improvement; identify risks, dependencies, gaps, and operational impacts; recommend improvements using Dynamics 365 and Power Platform.