Senior CRM Business Analyst

About the role

Datamatics Technologies is hiring a Senior CRM Business Analyst to work onsite at a client location in Dubai. The role acts as a key link between business stakeholders, CRM users, consultants, developers, testers and project managers, translating business needs into CRM solutions that meet user expectations. Arabic fluency is mandatory.

Key responsibilities

• Gather, analyse and validate business requirements; document processes, pain points, gaps and user needs
• Translate requirements into user stories, functional specifications and acceptance criteria
• Facilitate workshops with stakeholders, users and technical teams, and support solution design and configuration discussions
• Prioritise the requirements backlog and support testing, UAT planning, defect clarification and business sign-off
• Support data migration, reporting, integration, data validation and reconciliation
• Prepare user documentation, process guides and training materials, and support go-live, hypercare and adoption
• Identify risks, dependencies and change impacts, and recommend process improvements using Dynamics 365 and Power Platform
• Support CRM solutions across Sales, Customer Service, Case Management, Contact Center, Omnichannel and Customer Journeys

Required profile

• Proven experience as a Senior CRM Business Analyst or in a similar business analysis role
• Fluency in Arabic is mandatory
• Strong business requirements gathering, analysis, validation and documentation experience
• Ability to work onsite in Dubai during UAE business hours

Required skills

• Practical experience with Microsoft Dynamics 365 CRM
• Business process mapping, gap analysis and requirements management
• Knowledge of UAT, test scenarios, defect management and business sign-off
• Good-to-have: Power Platform (Power Apps, Power Automate), multiple Dynamics 365 modules, Agile or Scrum, and implementation or transformation project experience