Senior CRM Business Analyst

Position: Senior CRM Business Analyst
Work Location: Dubai, UAE
Language Requirement: Arabic – Mandatory
Technology: Microsoft Dynamics 365 CRM & Power Platform

About the Role

We are looking for an experienced Senior CRM Business Analyst to work onsite at the client location in Dubai. The successful candidate will be responsible for understanding business needs, gathering and documenting requirements, facilitating stakeholder discussions, and ensuring CRM solutions align with business objectives and user expectations.

The role will act as a key link between business stakeholders, CRM users, consultants, developers, testers, and project managers. The ideal candidate should have strong business analysis capabilities, hands-on exposure to Microsoft Dynamics 365 CRM, and excellent communication skills in Arabic.

Key Responsibilities

• Gather, analyze, and validate business requirements from business teams and system owners.

• Document business processes, pain points, gaps, user needs, and improvement opportunities.

• Translate business requirements into user stories, functional specifications, acceptance criteria, and testable requirements.

• Facilitate workshops with business stakeholders, CRM users, technical teams, consultants, and project managers.

• Support Dynamics 365 solution design and configuration discussions to ensure business requirements are reflected in the proposed solution.

• Act as a bridge between business users, consultants, developers, testers, and project managers.

• Manage, refine, and prioritize the requirements backlog in coordination with client stakeholders and delivery teams.

• Support testing activities, UAT planning, defect clarification, requirement validation, and business sign-off.

• Assist with data migration, reporting, integration, data validation, and reconciliation requirements.

• Prepare user documentation, process guides, training materials, and adoption support materials.

• Support go-live preparation, user adoption, post-go-live hypercare, and continuous improvement activities.

• Identify project risks, dependencies, requirement gaps, operational impacts, and change impacts throughout the delivery lifecycle.

• Recommend business process improvements using Microsoft Dynamics 365 and Power Platform capabilities.

• Support CRM solutions across Dynamics 365 Sales, Customer Service, Case Management, Contact Center, Omnichannel, and Customer Journeys.

Required Skills and Experience

Must-Have

• 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 in business requirements gathering, analysis, validation, and documentation.

• Practical experience with Microsoft Dynamics 365 CRM.

• Ability to translate business requirements into user stories, functional specifications, and acceptance criteria.

• Strong understanding of business process mapping, gap analysis, and process improvement.

• Experience facilitating stakeholder workshops and managing business 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.

• Ability to work onsite at the client location in Dubai during UAE business hours.

Good-to-Have

• Experience with Microsoft 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.

• Experience with CRM implementations, upgrades, enhancements, or transformation projects.

• Familiarity with data migration, system integrations, reporting, data validation, and reconciliation.

• Experience preparing training materials, user guides, and process documentation.

• Exposure to Agile or Scrum delivery methodologies and backlog management tools.

• Experience supporting go-live activities, change management, user adoption, and post-go-live hypercare.

• Experience working in client-facing consulting or enterprise technology environments.

• Experience working with cross-functional and distributed delivery teams.

Key Competencies

• Business and functional analysis

• Stakeholder engagement and workshop facilitation

• Requirements management and prioritization

• Business process mapping and gap analysis

• CRM solution alignment and continuous improvement

• Testing coordination and UAT support

• Documentation and communication

• Problem-solving and analytical thinking