Business Analyst, Salesforce Service Cloud & Data Cloud

Job Title: Business Analyst, Salesforce Service Cloud & Data CloudJob Type: Contract

Location: DubaiStart Date: ASAPJob Description:- Role Summary-A leading retail group in the Middle East is hiring a Business Analyst to join its Customer Technology team, driving delivery across Salesforce Service Cloud, Data Cloud and connected customer experience platforms.

This is an end-to-end delivery ownership role, not just requirements-writing — you'll be the bridge between business stakeholders, architects, engineers and vendors.What you'll do:Lead requirements gathering and functional design across Service Cloud and Data Cloud initiativesOwn a workstream end-to-end — scoping, prioritisation, delivery and stakeholder alignment across brands and marketsDefine functional designs for Customer Care, identity resolution, segmentation and activation use casesMaintain user stories, backlog and sprint readiness in JIRA/ConfluenceFacilitate workshops, sprint reviews and UAT across teams and vendorsOwn functional test execution (Functional/SIT/UAT) and defect triageSupport go-live readiness, training and post-launch stabilisationWhat you'll bring:5+ years as a BA, Senior BA or Functional Consultant on CRM, Service, Data or Digital platform programmesStrong hands-on experience with Salesforce Service Cloud (case management, omni-channel, automation, reporting)Exposure to Salesforce Data Cloud or an equivalent CDP — highly preferredSolid understanding of integrations, APIs, data flows and cross-system dependenciesStrong requirements documentation, process mapping and UAT execution skillsExperience with JIRA, Confluence, and Lucidchart/MiroComfortable in Agile/SAFe environments, working with vendor delivery partnersSalesforce Consultant Certification — preferred, not required