6 Month Contract | Arabic Speaker | CRM BA
WRKFORCE · Dubai, United Arab Emirates
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Senior CRM Business Analyst
The role involves gathering and documenting business requirements, translating business needs into functional specifications, and supporting solution design, testing, deployment, and continuous improvement across CRM platforms.The ideal candidate should have strong business analysis and stakeholder management skills, hands-on functional knowledge of Dynamics 365 CE, and the ability to communicate effectively in both Arabic and English.Key ResponsibilitiesGather, analyze, validate, and document business requirements from business teams and system owners.Identify business processes, pain points, functional gaps, user needs, and opportunities for improvement.Translate business requirements into user stories, functional specifications, acceptance criteria, and testable requirements.Facilitate workshops and discussions with business stakeholders, CRM users, consultants, developers, testers, and project managers.Support Dynamics 365 solution design and configuration discussions, ensuring business requirements are accurately reflected in the proposed solution.Act as a bridge between business stakeholders and technical delivery teams to ensure clear communication and alignment.Manage, refine, and prioritize the requirements backlog in coordination with stakeholders and delivery teams.Support test planning, User Acceptance Testing (UAT), defect clarification, requirement validation, and business sign-off.Assist with data migration, reporting, integrations, data validation, and reconciliation requirements.Prepare business documentation, process guides, user manuals, training materials, and adoption support documentation.Support go-live readiness, user adoption, post-go-live hypercare, and continuous improvement initiatives.Identify project risks, dependencies, requirement gaps, operational impacts, and change management needs.Recommend process improvements by leveraging Dynamics 365 and Power Platform capabilities.Required Skills and ExperienceMinimum 5+ years of experience as a CRM Business Analyst or Functional Consultant in Microsoft Dynamics CRM / Dynamics 365 CE environments.Strong business analysis, requirements gathering, documentation, workshop facilitation, and stakeholder management skills.Functional understanding of:Microsoft Dynamics 365 SalesDynamics 365 Customer Service and Case ManagementDynamics 365 Contact Center and OmnichannelCustomer JourneysMicrosoft DataverseMicrosoft Power PlatformAbility to prepare and maintain BRDs, SRS, FRS, use cases, user stories, process flows, acceptance criteria, test scenarios, and user guides.Experience supporting solution design, configuration discussions, testing, UAT, data migration, and deployment activities.Strong analytical and problem-solving skills, with the ability to translate complex business needs into clear functional requirements.Excellent stakeholder coordination and communication skills across business and technical teams.Strong Arabic communication skills and excellent English proficiency, including business and technical documentation.Preferred Candidate ProfileExperience working on large-scale CRM transformation or implementation projects.Experience working in government, public-sector, or enterprise environments.Familiarity with Agile delivery methodologies and requirements backlog management.Experience supporting end-to-end CRM implementation and post-production support.Key DeliverablesBusiness requirements and functional specification documents.User stories, acceptance criteria, and prioritized requirements backlog.Business process flows and gap analysis.UAT plans, test scenarios, defect documentation, and sign-off support.User documentation, training materials, and go-live support documentation.