Business Analyst, Salesforce Service Cloud & Data Cloud

Yallo Retail; Dubai; On-site; AED 180,000 - 240,000; Part time

Job summary

Yallo Retail is seeking a Business Analyst to drive delivery across Salesforce Service Cloud and Data Cloud within its Customer Technology team in Dubai. This contract role covers end-to-end ownership from requirements through go-live, collaborating with architects, engineers and vendors.

The successful candidate will lead workshops, maintain backlogs in JIRA/Confluence and ensure sprint readiness, while shaping functional designs for customer care and identity resolution.

Qualifications

• 5+ years as a BA, Senior BA, or Functional Consultant.
• Hands-on Salesforce Service Cloud experience.
• Exposure to Salesforce Data Cloud or a CDP preferred.
• Strong requirements documentation, process mapping and UAT skills.
• Experience with Agile/SAFe environments and vendor delivery partners.

Responsibilities

• Lead requirements gathering and functional design across Service Cloud and Data Cloud initiatives.
• Own a workstream end-to-end from scoping to delivery and stakeholder alignment.
• Define functional designs for customer care, identity resolution, segmentation and activation use cases.
• Maintain user stories, backlog and sprint readiness in JIRA/Confluence.
• Facilitate workshops, sprint reviews and UAT across teams and vendors.
• Own functional test execution (Functional/SIT/UAT) and defect triage.
• Support go-live readiness, training and post-launch stabilisation.

Skills

CRM platforms

Salesforce Service Cloud

Salesforce Data Cloud

Agile/SAFe

JIRA

Confluence

Lucidchart

Miro

Tools

Salesforce Service Cloud

Salesforce Data Cloud

JIRA

Confluence

Lucidchart

Miro

Job description

Job Title: Business Analyst, Salesforce Service Cloud & Data Cloud

Job Type: Contract, 9 months + Location: Dubai

Start Date: ASAP

Job 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 initiatives
• Own a workstream end-to-end — scoping, prioritisation, delivery and stakeholder alignment across brands and markets
• Define functional designs for Customer Care, identity resolution, segmentation and activation use cases
• Maintain user stories, backlog and sprint readiness in JIRA/Confluence
• Facilitate workshops, sprint reviews and UAT across teams and vendors
• Own functional test execution (Functional/SIT/UAT) and defect triage
• Support go-live readiness, training and post-launch stabilisation

What you'll bring:

• 5+ years as a BA, Senior BA or Functional Consultant on CRM, Service, Data or Digital platform programmes
• Strong hands-on experience with Salesforce Service Cloud (case management, omni-channel, automation, reporting)
• Exposure to Salesforce Data Cloud or an equivalent CDP — highly preferred
• Solid understanding of integrations, APIs, data flows and cross-system dependencies
• Strong requirements documentation, process mapping and UAT execution skills
• Experience with JIRA, Confluence, and Lucidchart/Miro
• Comfortable in Agile/SAFe environments, working with vendor delivery partners
• Salesforce Consultant Certification — preferred, not required