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Senior CRM Business Analyst
Quarks
Dubai, UAE
Contract
Mid-Senior
Onsite
Discovered 1 weeks ago
Microsoft Dynamics CRM / Dynamics 365 CEDynamics 365 SalesDynamics 365 Customer ServiceCase ManagementOmnichannel and Contact CenterCustomer Journeys
Role Overview
Senior CRM Business Analyst role supporting CRM time-and-material resource requirements.
The role supports solutions across Dynamics 365 Sales, Customer Service, Case Management, Contact Center, Omnichannel, and Customer Journeys.
Key Skills for This Role
Microsoft Dynamics CRM / Dynamics 365 CEDynamics 365 SalesDynamics 365 Customer ServiceCase ManagementOmnichannel and Contact CenterCustomer Journeys
Full Job Posting
Role overview
Senior CRM Business Analyst role supporting CRM time-and-material resource requirements.
The role supports solutions across Dynamics 365 Sales, Customer Service, Case Management, Contact Center, Omnichannel, and Customer Journeys.
Responsibilities
- Gather, analyze, and validate requirements; document business processes, pain points, gaps, user needs, and improvement opportunities.
- Translate requirements into user stories, functional specifications, acceptance criteria, and testable requirements; facilitate stakeholder workshops.
- Support Dynamics 365 solution design and configuration discussions and bridge business, technical, consulting, testing, and project teams.
- Manage and prioritize the requirements backlog with stakeholders and delivery teams.
- Support testing, UAT planning, defect clarification, requirement validation, and business sign-off.
- Support data migration, reporting, integration, data validation, and reconciliation requirements.
- Prepare user documentation, process guides, training materials, and adoption support materials.
- Support go-live, adoption, hypercare, and continuous improvement; identify delivery risks, dependencies, gaps, and change impacts.
- Recommend process improvements using Dynamics 365 and Power Platform capabilities.
Required skills and experience
- At least five years as a CRM Business Analyst or functional consultant in Microsoft Dynamics CRM or Dynamics 365 CE environments.
- Strong business analysis, workshop facilitation, documentation, and stakeholder-management skills.
- Hands-on understanding of Dynamics 365 Sales, Customer Service, Case Management, Omnichannel, Contact Center, Customer Journeys, Dataverse, and Power Platform.
- Ability to prepare BRDs, SRSs, FRSs, use cases, user stories, process flows, acceptance criteria, test scenarios, and user guides.
- Strong Arabic communication capability and strong English command for business and technical documentation.
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