Senior CRM Analyst: Dynamics 365 & Power Platform

Datamatics Technologies LLC; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

Datamatics Technologies LLC in Dubai seeks a Senior CRM Business Analyst to bridge business needs with CRM solutions. You will gather requirements, document processes, and facilitate stakeholder workshops while aligning Dynamics 365 and Power Platform capabilities with client objectives.

The role requires hands-on Dynamics 365 experience and strong Arabic communication skills, with work onsite at the client location in Dubai during UAE business hours.

Qualifications

• Proven experience as a Senior CRM Business Analyst, CRM Business Analyst, or similar.
• Fluency in Arabic is mandatory.
• Strong experience in requirements gathering, analysis, validation, and documentation.
• Practical experience with Microsoft Dynamics 365 CRM.
• Ability to translate business requirements into user stories, functional specs, and acceptance criteria.
• Strong understanding of business process mapping, gap analysis, and process improvement.
• Experience facilitating stakeholder workshops and managing business expectations.
• Experience working with technical teams, developers, testers, consultants, and project managers.
• Knowledge of UAT, test scenarios, defect management, and business sign-off processes.
• Strong communication, analytical, problem-solving, and stakeholder management skills.
• Ability to work onsite at the client location in Dubai during UAE business hours.

Responsibilities

• Gather, analyze, and validate business requirements from business teams and system owners.
• Document business processes, pain points, gaps, user needs, and improvement opportunities.
• Translate business requirements into user stories, functional specifications, 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 to ensure business requirements are reflected in the proposed solution.
• Act as a bridge between business users, consultants, developers, testers, and project managers.
• Manage, refine, and prioritize the requirements backlog in coordination with client stakeholders and delivery teams.
• Support testing activities, UAT planning, defect clarification, requirement validation, and business sign-off.
• Assist with data migration, reporting, integration, data validation, and reconciliation requirements.
• Prepare user documentation, process guides, training materials, and adoption support materials.
• Support go-live preparation, user adoption, post-go-live hypercare, and continuous improvement activities.
• Identify project risks, dependencies, requirement gaps, operational impacts, and change impacts throughout the delivery lifecycle.
• Recommend business process improvements using Microsoft Dynamics 365 and Power Platform capabilities.
• Support CRM solutions across Dynamics 365 Sales, Customer Service, Case Management, Contact Center, Omnichannel, and Customer Journeys.

Skills

Business analysis

Stakeholder management

UAT coordination

Documentation

Communication

Analytical thinking

Tools

Microsoft Dynamics 365 CRM

Power Platform

Job description

Datamatics Technologies LLC in Dubai seeks a Senior CRM Business Analyst to bridge business needs with CRM solutions. You will gather requirements, document processes, and facilitate stakeholder workshops while aligning Dynamics 365 and Power Platform capabilities with client objectives.

The role requires hands-on Dynamics 365 experience and strong Arabic communication skills, with work onsite at the client location in Dubai during UAE business hours.