Senior CRM Business Analyst (Arabic-Speaking)

Location: Dubai, UAE Work Mode: Onsite Experience: 5+ Years Language Requirements: Arabic and English (Mandatory) Technology: Microsoft Dynamics 365 CRM / Customer Engagement (CE) Required Skills And Experience • 5+ years of experience as a CRM Business Analyst or Functional Consultant in Microsoft Dynamics CRM / Dynamics 365 Customer Engagement (CE) environments. • Strong business analysis, requirements gathering, workshop facilitation, and stakeholder management skills. • Hands-on functional understanding of Dynamics 365 Sales, Customer Service, Case Management, Omnichannel, Contact Center, and Customer Journeys. • Understanding of Microsoft Dataverse and Power Platform. • Experience preparing BRDs, SRS, FRS, use cases, user stories, process flows, acceptance criteria, test scenarios, and user guides. • Strong Arabic communication capability and strong command of English for business communication and technical documentation. • Ability to coordinate effectively with business stakeholders and technical delivery teams. Key Responsibilities • Gather, analyze, validate, and document business requirements from business teams and system owners. • Identify business processes, pain points, gaps, user needs, and opportunities for improvement. • Translate requirements into BRDs, functional specifications, user stories, 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. • Act as a bridge between business users, developers, consultants, testers, and project managers. • Manage, refine, and prioritize the requirements backlog 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 user documentation, process guides, training materials, and adoption support documentation. • Support go-live preparation, user adoption, post-go-live hypercare, and continuous improvement. • Identify delivery risks, dependencies, requirement gaps, and business or operational impacts. • Recommend process improvements using Dynamics 365 and Power Platform capabilities. • Support CRM solutions across Dynamics 365 Sales, Customer Service, Case Management, Contact Center, Omnichannel, and Customer Journeys. Key Skills Microsoft Dynamics 365 CRM | Dynamics 365 CE | CRM Business Analysis | Requirements Gathering | BRD | SRS | FRS | Functional Specifications | User Stories | UAT | Microsoft Dataverse | Power Platform | Stakeholder Management | Data Migration | CRM Integrations | Arabic | English Skills: english,crm business analysis,microsoft dynamics 365,user stories,srs,frs,uat,dataverse,power platform,dynamics 365 ce,requirements gathering,arabic,stakeholder management,brd Show more Show less