Senior CRM Business Analyst

We are looking for a Senior CRM Business Analyst with 3-4+ years of experience in Microsoft Dynamics 365 CRM environments. The ideal candidate will be responsible for gathering business requirements, facilitating stakeholder workshops, supporting solution design, managing requirements throughout the project lifecycle, and ensuring CRM solutions align with business objectives.

Requirements

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Requirements

• 3-4+ years of experience as a CRM Business Analyst or Functional Consultant in Microsoft Dynamics 365 environments.

• Strong experience in business analysis, requirements gathering, process mapping, and stakeholder management.

• Experience facilitating workshops, meetings, and requirement discovery sessions.

• Hands-on knowledge of Microsoft Dynamics 365 Sales, Customer Service, Case Management, Omnichannel, Contact Center, and Customer Journeys.

• Strong understanding of Dataverse and Microsoft Power Platform.

• Experience creating and maintaining BRD, SRS, FRS, User Stories, Use Cases, Process Flows, Acceptance Criteria, and Test Scenarios.

• Ability to translate business requirements into clear functional and technical specifications.

• Experience managing and prioritizing product backlogs and requirements.

• Experience supporting UAT, testing activities, defect management, and business sign-off processes.

• Familiarity with data migration, data validation, reporting, and system integration requirements.

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

• Ability to identify risks, dependencies, process gaps, and improvement opportunities.

• Strong analytical, problem-solving, and communication skills.

• Strong Arabic communication skills and excellent English documentation skills.

• Bachelor's degree in Business Administration, Information Systems, Computer Science, or a related field.

Preferred Qualifications

• Microsoft Dynamics 365 Functional Consultant certifications.

• Experience with Power Automate, Power Apps, and Power BI.

• Experience working in Agile/Scrum environments.

• Experience with CRM transformation and enterprise-scale implementations.

• Knowledge of customer service, sales, and case management processes.