CRM Business Analyst (12-Month Fixed-Term Contract)

Hydesville Tower School; Dubai; On-site; AED 180,000 - 280,000; Full time

Job summary

Cognita is seeking a CRM Business Analyst to bridge Commercial needs with IT delivery. You will translate business requirements into clear, buildable specifications and maintain a prioritised CRM backlog.

The role covers design through UAT, with close collaboration across Marketing, Sales and IT teams in a multi-site educational environment. The position is a 12-month fixed-term contract based in Dubai, with 4 days in the office and one day remote work, supporting HubSpot and CRM rollouts across

Qualifications

• Experience as a Business Analyst or similar requirements-gathering role in CRM, commercial or customer-data context.
• Strong skills in elicitation, mapping and turning business needs into clear specifications.
• Ability to write unambiguous functional requirements and acceptance criteria for business and technical teams.
• Experience partnering with IT through solution design and UAT.
• Experience managing a requirements backlog and prioritising against a roadmap.
• Structured, impartial approach to facilitating trade-off conversations.
• Degree-level education or equivalent professional experience.

Responsibilities

• Gather and document business requirements from CRM and Commercial stakeholders, acting as the intake channel for the CRM roadmap.
• Map current and future-state processes affected by CRM changes.
• Translate requirements into structured specifications for IT’s Solutions Architect.
• Define acceptance criteria and test scenarios for UAT.
• Maintain a live, prioritised backlog aligned to the CRM roadmap.
• Lead trade-off discussions when requests compete for release windows.
• Support solution design and UAT to ensure IT builds meet criteria.
• Keep stakeholders informed and maintain central records of requirements.

Skills

Business Analysis

Requirements Elicitation

Process Mapping

UAT

Backlog Management

Stakeholder Management

CRM

Education

Bachelor's degree or equivalent

Tools

Jira

Azure DevOps

Confluence

Job description

CRM Business Analyst (12-Month Fixed-Term Contract)

Working with us

Cognita is a global family of 86 schools across 21 countries, with more than 100,000 students, 22,000 colleagues, 14 curricula and 9 languages of instruction. Our strength lies in our diversity. There is no single model of a Cognita school because education is inherently local. When families choose a school, they are making a deeply personal and community-based decision, and our schools reflect this.

What unites us is a shared ambition to deliver consistently high-quality education, alongside an exceptional experience for students and parents. We define this clearly through group-wide standards that articulate what “great” looks like, while allowing schools the freedom to express their local identity.

We have recently launched a new vision and strategic plan. It is ambitious and sets a clear direction for the years ahead.

Job Overview

Help shape how CRM works for schools around the world

Cognita is a global community of schools committed to making a lasting difference in education. We believe great schools are built by great people, and we want you to help build the CRM capability that supports them.

As our Business Analyst, you’ll be the vital link between Commercial’s needs and IT’s technical delivery. You’ll turn “what we need” into clear, buildable specifications, and make sure what gets built matches what the business intended. This is a role at the heart of how our CRM platform evolves, from the HubSpot global rollout through to ongoing enhancement.

Contract Type: Fixed-Term Contract (12 Months)

What you’ll do

• Gather and document business requirements from CRM and Commercial stakeholders, acting as the formal intake channel for the CRM product roadmap
• Map current and future-state processes where a change affects how CRM is used, not just what it does
• Translate requirements into clear, structured specifications for IT’s Solutions Architect
• Define acceptance criteria and test scenarios to be validated at UAT
• Maintain a live, prioritised requirements backlog aligned to the CRM product roadmap
• Assess business impact and lead fair, structured trade-off conversations when requests compete for the same release
• Stay involved through solution design and UAT, confirming that what IT builds meets the agreed criteria
• Keep stakeholders informed of status and decisions, and maintain a central record of requirements and process definitions so that rationalisation isn’t lost between releases

You’ll work closely with the CRM Optimisation Manager and the wider CRM team, IT’s Solutions Architect, the HubSpot Global Rollout Programme Manager, and Marketing, Sales, Admissions and Parent Experience teams across our clusters and schools.

What you’ll bring

Essential

• Experience as a Business Analyst, or in a similar requirements-gathering or process-mapping role, ideally in a CRM, commercial or customer-data context
• Strong fundamentals in requirements elicitation, process mapping and turning business needs into clear specifications
• The ability to write unambiguous functional requirements and acceptance criteria that both business and technical colleagues can act on
• Experience partnering with IT teams through solution design and UAT
• Experience managing a requirements backlog and prioritising competing demands against a roadmap
• A structured, impartial approach to facilitating trade-off conversations
• Degree-level education or equivalent professional experience

Desirable

• Familiarity with HubSpot or a similar CRM platform’s data model and configuration
• Experience with tools such as Jira, Azure DevOps or Confluence
• A business analysis certification (e.g. BCS International Diploma, IIBA CBAP/CCBA)
• A professional certification in HubSpot, Salesforce or an equivalent CRM
• Experience in K-12, independent or international education, or another multi-site consumer/service sector
• Experience supporting large-scale, multi-market CRM or system rollouts

Working arrangements

4 days per week in Dubai office, 1 day working from home. This role involves flexible working across time zones, regular engagement with central IT and cluster stakeholders, and occasional international travel to schools and clusters, particularly during active rollout phases.

Cognita is committed to safeguarding the welfare of children and young people and expects the same from its employees. All new staff will be subject to detailed and enhanced pre- employment clearance, including identity checks, criminal background checks for all countries lived in, qualification checks, employment checks to include an exploration of any gaps in employment, and satisfactory reference checks for all employment in the last 10 years.