About the job

• Role purpose: The Senior CRM Business Analyst will be the main onsite resource responsible for understanding. our client business needs, structuring requirements, supporting solution discussions, and ensuring that CRM delivery remains aligned with business priorities and user expectations. Work location/model: Onsite at our client premises, working during UAE business hours. Main responsibilities Gather, analyze, and validate business requirements from DET 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, ensuring that business needs are clearly 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 DET stakeholders and the delivery team.
• Support testing, UAT planning, defect clarification, requirement validation, and business sign-off activities.
• Assist with data migration, reporting, integration, data validation, and reconciliation requirements.
• Prepare user documentation, process guides, training materials, and adoption support material.
• Support go-live preparation, user adoption, post-go-live hypercare, and continuous improvement activities.
• Identify risks, dependencies, requirement gaps, operational impacts, and change impacts early in the delivery lifecycle.
• Recommend process improvements using Dynamics 365 and Power Platform capabilities.
• Support solutions across Dynamics 365 Sales, Customer Service, Case Management, Contact Center, Omnichannel, and Customer Journeys.

• Required skills and experience 5+ years of experience as a CRM Business Analyst or functional consultant in Microsoft Dynamics CRM / 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 BRD, SRS, FRS, 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.

·        Dynamics 365 CE / CRM: Microsoft Dynamics 365 CE / Sales | Dynamics 365 CRM Development | CRM Customization & Configuration | CRM Implementation | Forms, Views & Entity Management | Business Rules | Business Process Flows (BPF) | Security Roles | Web Resources

·        Development & Power Platform: C# Plugin Development | JavaScript | Workflows | Power Automate | Power Apps | Microsoft Customer Voice | Visual Studio

·        Integration & Data: REST API Integration | CRM Web/API Integration | JSON / XML | Data Migration & Transformation | Data Cleansing & Synchronization | External System Integration

·        Reporting & Analytics: SSRS | FetchXML | SQL | Power BI | SQL Server Management Studio (SSMS)

·        Deployment & Application Support: CRM Deployment | DEV / UAT / Production Environments | Application Support | Production Support | Incident Management | ServiceNow | Troubleshooting | Root-Cause Analysis | UAT & Functional Testing

·        Delivery & Engineering: Agile / Scrum | SDLC | CRM Enhancements | Defect Resolution | Release & Deployment Support